How Chatbots became the poster child of Intelligent Automation

‘Bot-enabled contact centres’ are renowned for their highly reduced wait time, better self-servicing options and improved morale within the actual contact centre team.   Chatbots. Is there anything they can't do? Let's face it, when implemented correctly, they can vastly improve customer experience, empower customers through self-service, enhance support teams and improve overall understanding of the customer [...]

Critical first step for successful Intelligent Automation initiative: Harmonise, Standardise and Optimise!

Intelligent Automation can drive more efficiencies and ROI when it is based on streamlined business processes.   For a long time, business process engineering initiatives were focused on the time-motion-study, process costs, efficiency, and productivity for eliminating errors and aiming to reduce Turn-Around-Time (TAT), and various measures for operational excellence. Today, process engineering evolves around an [...]

Intelligent Automation as an Ecosystem

  Intelligent-Automation-Ecosystems are intended to act as a bridge between all parts of an organisation’s business and its technology stack. The ecologist Arthur Tansley defines an ecosystem1 as “A community of living organisms in conjunction with the non-living components of their environment, interacting as a system.” A ‘technology ecosystem’ imitates nature’s ecosystem by creating interconnected and [...]

Automate beyond RPA with Intelligent Automation

Understanding the difference between Robotic Process Automation (RPA) and Intelligent Automation (IA) is essential to making the correct automation decisions for your business.   Robotic Process Automation (RPA) helps the areas of business that have standardised processes and operations, whereas Intelligent Automation (IA) challenges and adopts the complex use-cases from unstructured business processes. RPA-Robots focuses on [...]