Artificial Intelligence

The Marriage between AI and Automation

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Author: David Thurkle | Offering Lead, Cognitive Process Automation

David ThurkleIntegrating intelligent automation across an enterprise can transform the customer experience, increase productivity, reduce costs and reshape the world – but what else can automation do when enhanced by AI? It can enable visibility and insight across hundreds of processes, allowing employees to spend more time focused on collaborating with their colleagues, suppliers or customers. Amidst the rapid technological advances in digitisation, data and analytics, two technologies continue to break new ground: artificial intelligence (AI) and automation. AI is capable of performing tasks that would once have required intensive labour or may not have been possible at all. It’s a game changer – enhancing efficiency and output while freeing up humans to focus on important tasks that involve critical thinking and emotions. Automation has been an ever-evolving process, with the levels of automation transforming from rule-based to knowledge-based, also known as Robotic Process Automation (RPA). Now, advancements in AI are spawning a new phase of automation: intelligent automation.

Intelligent automation is still an abstract topic for many. It is interactive and changing the way enterprises operate, by using advances in technology to optimise processes, personalise customer experiences and enhance decision making.

It brings together a number of automation components including RPA, Virtual / Cognitive Assistant and AI to unlock more value for businesses and a great experience for customers.

We use intelligent automation to describe a new business model where human intervention in day-to-day processing is discretionary. In this digital journey, human intervention only occurs when it adds value to the customer experience or provides the necessary controls and checks to protect the bank and helps ensure quality. The design for a “no-touch” environment is characterised by reduced operational risk; decisions based on fact or high confidence and a superior experience for customers, colleagues and investors.

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This technology is ideal for many processes, particularly those that are labour-intensive. These include new business applications handling, policy change administration, claims set-up and various finance and accounting activities. Any large-scale activities or groups of repetitive tasks that draw on or feed information to multiple systems is an intelligent automation candidate.

Due to its transformative nature, intelligent automation provides a competitive advantage through lower-cost scalability and agility, as well as simplifying business processes. This enables low touch or no touch operations, ultimately allowing human capital to focus on work of higher value.

Author: David Thurkle | Offering Lead, Cognitive Process Automation

Contribution by: Vivian Du | IBM Marketing & Communications Intern

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