The Rise of Intelligent Automation – Enabling back-office to front-office automation

To overcome the breakneck pace of digital innovation, business leaders are turning to intelligent automation.

The old and traditional ways of managing business processes are now going through a paradigm shift. The back-office support systems are getting dismantled to make way for the new conception.

All these transformations are led by disruptive technologies like Robotic Process Automation & Artificial Intelligence that promise speed, quality and cost optimization.

Organizations are becoming future-ready!

Before discussing it any further, let’s define what Intelligent Automation is.

Intelligent automation is a term that encompasses a holistic solution for digital transformation primarily rooted in business process management (BPM) to orchestrate tasks, users, and systems depending on the current and projected future business need.

Intelligent automation also toys with the idea and implementation of using analytics and artificial intelligence to make automated and intelligent business decisions. Also, worth mentioning is that Intelligent Automation concerns itself with integrations between many disparate systems to create one umbrella of services that are fast, reliable, and cost-effective.

Intelligent Automation was primarily intended for and implemented in the manufacturing setting. But, the technology and philosophy gradually seeped into other industries.

• Shorter turnaround times – In a highly competitive and fast-paced world, time is a premium commodity. Enterprises look for new and better ways to provide real-time support. For that, back-offices need to be transformed. But, for a change to be feasible, it has to be swift. Organizations have low patience for any transformative change that takes too long to materialize.
• Productivity gains – While Intelligent Automation cuts down on processes, it also leads to significant productivity gains. This serves as an encouragement to organizations looking to accelerate adoption of Intelligent Automation.
• Real, ground-level change – Enterprises want real change and not cosmetic, duct-tape fixing that changes barely anything. Intelligent automation can be the start of such a transformation.
• Additional value delivery – Customer expectations are elevated. Customers across industries don’t want to settle for a placid support system but expect a proactive service provider. While automation focuses on efficiency and effectiveness of operations, the people will be able to drill down on customer engagement.

While so far, companies have been focusing on back-office and mid-office areas for automation, now some are using Intelligent Automation to transform front-office, customer-facing monotonous jobs.

By automating front-office operations, companies want to achieve zero error delivery, improved customer engagement, and scalability. New age customers demand enhanced services at the time, place, and channel of their choosing.

To address this need, organizations are adopting a more holistic approach to the customer journey- automating through the internal back-office processes to front-office customer touchpoints.

Front-office automation offers a 360degree view of the customer and makes the case for better, memorable customer experience. Customer relationship teams can greatly benefit from these advancements in terms of doing away with the repetitive, predictable, structured tasks and focusing on value-add activities that require ingenuity and creativity.

For instance, consider the importance of having an AI led agent handle repeated customer questions through a chatbot. This agent will be able to automate processes that might have engaged employees in the past. Front-office Automation can reduce transaction times, manual errors, and inefficiencies in responding to customer requests and inquiries. Ultimately leading to smoother and efficient customer experience.

According to a recently published study titled Global Intelligent Automation Market – Drivers, Restraints, Opportunities, Trends, and Forecast up to 2025, the Intelligent Automation market is set to reach $300 billion by 2025.

Organizations are now trying to create more value for their customers by leveraging Intelligent Automation throughout their business processes. Cloud-based automation is taking precedence over other methods of utilizing Intelligent Process Automation, for its promise of availability, on-the-go accessibility, and ease of work.

Industries such as Banking, Insurance & Financial services are accelerating their adoption of intelligent automation through intelligent process automation. The aim is to fix the attention on front-office, improving customer experience, deriving one source of truth and a single view of the customer, to ensure customer interactions are satisfactory regardless of the channel.

While working with a wealth management company on their customer service transformation through intelligent Automation, we were able to reduce the average response time from 1 hour to merely 2 minutes. The average turnaround time (TAT) improved from 24 hours to 4 minutes. The end result was a significant improvement in Net Promoter Score from 6 to 8.5.

It is important to note that the key to achieving successful back and front-office transformation lies in the people, technologies, and appetite for change. The people you bring in should have a sound knowledge and proficiency in making technology and automation work. No longer is a single skill or proficiency enough. People need domain expertise as well as familiarity with up and coming technology.

It’s equally important to roll out technologies across the board in a calibrated manner. And finally, it all ends in nothing if the company lacks the motivation to change. Inspire the right mindset, attitude, and behavior toward innovation and transformation by demonstrating the value of such a change not in a standalone setting, but to the business and people as a whole.

This is what Intelligent Automation can do for your business. Help you save cost, time, improve quality of services and employee productivity, all the while working relentlessly to deliver a seamless user experience for your employees and your customers.

Intelligent automation is ready to revolutionize both front-office and back-office operations for companies looking to improve their overall business setting. At supervity.ai we are democratizing Intelligent Automation with:

• AI powered eWorkers that assist human capabilities and augment human potential where necessary
• Intelligent Automation to automate specific parts of your business for improved efficiency.

Let’s begin your Intelligent Automation journey today!