Enterprises are facing enormous challenges and opportunities created by new streams of data and ever-expanding possibilities for customer engagement. To meet increased demand, reduce inefficiencies, and quickly deploy digital solutions, businesses are turning to intelligent automation.
Intelligent automation powers a seamless Center-out™ method for connecting operational processes with customer experiences. Using case management as the foundation, intelligent automation weaves together centralized artificial intelligence (AI), hybrid robotic process automation (RPA), and low-code software development to bridge the gap between the data you have and the experiences you want your customers and teams to have.
But not all approaches to intelligent automation are equally intelligent or effective. Understanding how industry leaders are leveraging intelligent automation, and how other enterprises are being held back, can help an organization find the best way forward in its automation journey that truly serves core business priorities.
Defining intelligent automation: A synthesis of people, processes, and technology
For the purposes of this study, we define intelligent automation as the engine for digital transformation that orchestrates processes, improves customer outcomes, and promotes nimble operations.
It typically encompasses elements of AI, RPA, and low-code application development and requires an innovative strategy that balances the value of people, processes, and technology, while focusing on specific company needs and industry standards. The level of automated technology deployed will vary tremendously depending on the maturity of the governance strategy within an organization, the specific needs of its operations, and the extent to which its business users employ intelligent automation as a tool.
The Pega intelligent automation survey builds off of the premise that enterprises in most industry sectors are actively pursuing business solutions that synthesize low-code applications and processes. And that they’re attempting to pull IT into stronger alignment with other functions. But our research and survey findings confirm a wide spectrum of accomplishment that identifies clear leader and laggard positions. For companies that aspire to use intelligent automation to differentiate from their closest competitors, here are the key takeaways.