Intelligent Automation – The AI Diet for Agile Processes

Want to Get Leaner?
Achieving Optimal Process Management Through Hyperautomation

Leaner business processes and a more agile approach, who doesn’t want that? How does hyperautomation factor into this, and what exactly does this term actually mean? What benefits might the latest developments in the software industry bring to your company?

What you’ll find in this article:

Many companies rely on software for intelligent automation (also known as Intelligent Process Automation, or IPA for short) to achieve their ambitious business goals this year as well. According to a recent „State of AI“ study by Deloitte, 79% of respondents have deployed intelligent software in at least three applications, and 94% are convinced that IPA will be of decisive importance for business success.¹

The hyperautomation approach goes a step further still. It describes the concept of automating as many individual process segments as possible. This means the focus is no longer solely on supportive measures. Rather, human work steps are replaced by machine-driven processes wherever this is possible for the purposes of automation. In doing so, numerous software solutions in the fields of machine learning (ML), artificial intelligence (AI), robotic process automation (RPA), and intelligent business process management suites (iBPMS, also known as BPM systems) are combined and, where appropriate, integrated.²

When and Where Does Hyperautomation Make Sense?

For the sake of efficiency, the potential for hyperautomation can already be factored in when planning processes and workflows. But it also plays a decisive role later on, during execution and monitoring. To identify the potential for automating processes in the first place, methods such as process mining are used. Here, companies gather data from a wide variety of sources, such as ERP, CRM, or other systems, in order to visualize and analyze business processes. Among other things, this is meant to uncover weaknesses such as data discrepancies, bottlenecks, or inefficiencies. The conclusions drawn from the data can in turn be used to identify patterns and pinpoint opportunities for automation.³

For example, if your customers want to get in touch with you, they will typically use a digital form to do so. Here, the request is specified in more detail by the customer themselves, who may also already provide categorizations or similar details. Depending on how well the customer’s input and the narrowing down of the topic succeed, the information can be forwarded to the relevant department and the next steps can be tackled.

If the problem description is incorrect or incomplete, however, processing of the customer inquiry can stall, among other things because the wrong responsibilities are taken into account. If intelligent software solutions are incorporated instead, task assignment (aka routing) can be refined or supported, and effort can be reduced.

In this context, companies can make use of the capabilities of Pega Process AI. In this BPM system, the information provided by the customer can be analyzed and interpreted using Natural Language Processing (NLP), making it usable for employees and their decision-making.⁴

2. Flexibility as a Key Indicator

„It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.“, Charles Darwin, 1809-1882.

With this, he was speaking precisely to what is of fundamental importance in today’s business environment. Economic conditions are constantly changing and becoming ever more demanding. Our own ability to adapt to changing circumstances is therefore one of the key success factors for growth and a secure future for the company. In doing so, personnel challenges such as the shortage of skilled workers or the need for suitable processes and tools for remote collaboration must be mastered, without losing sight of the customer interface. After all, customers are changing too and becoming increasingly digitally savvy. They expect fast responses, straightforward and unbureaucratic processing, an online customer portal, and other offerings that help ensure that contact with the company creates a positive customer experience.

If companies don’t want to lose touch with their customers, they need to act accordingly innovatively. It is therefore necessary to implement adjustments to the use of hyperautomation for a more customer-oriented presence and the handling of business processes.

3. Choosing the Right Solution for Hyperautomation

Besides the NLP approach already mentioned, AI-based process automation also offers predictive and adaptive models for optimal adaptation. As already mentioned, conclusions can be drawn and forecasts made based on the available data and its patterns. Predictive models use exactly this to optimize business processes and make them more efficient.

For example, if customers submit a loan application, such predictive models can be incorporated into the creditworthiness assessment. Based on historical data, the model would, for instance, make predictions about possible loan defaults and, depending on the forecast, forward the application to a case handler for additional review.

Adaptive models aim to build and maintain a certain degree of adaptability and flexibility in processes. Unlike the predictive approach, data is analyzed in real time and the results are fed directly back into the system. The software thus learns live from customer behavior and continuously optimizes itself. Building on this, fast responses to changing customer trends become possible, and the efficiency of the system is improved.

As the market leader in digital process automation software, Pega sets itself apart from competitors with its Process AI, primarily through the integration of predictive and adaptive models into its process management.⁵

The Pega solution is based on agile low-code platforms. This environment enables software development using visual and graphic tools instead of text-based programming languages. This means adjustments can be implemented faster and more cost-effectively.

4. Pega Process AI. Your Roadmap to Avoiding Inefficiency

So you can build a bridge between your current challenges and the efficiency and cost targets you’re aiming for! As one of the leading implementation partners in Germany, at Greenfield we have relied on Pega’s innovative software solutions for over 10 years. Based on comprehensive case management, the Pega Process AI platform combines the use of intelligent automation (IA), centralized artificial intelligence (AI), hybrid robotic process automation (RPA), and low-code software development.⁶

„This is how you close the gap between your data and the customer experience you’re aiming for.“ Pega, 2020⁴

Read here to learn more about how you can optimize your processes with us and future-proof your company.

Sources:

¹ IDC (2022): IDC Studie: 70 Prozent deutscher Unternehmen setzen künftig auf intelligente Prozessautomatisierung, KI ist entscheidender Enabler. Retrieved on 27.02.2023, from: https://www.idc.com/getdoc.jsp?containerId=prEUR149220822

² Vogel Communications Group GmbH & Co. KG: So viele Unternehmen nutzen bereits intelligente Automation. Retrieved on 27.02.2023, from: https://www.elektrotechnik.vogel.de/so-viele-unternehmen-nutzen-bereits-intelligente-automation-a-d69ba2747ca5fd9a074867b8f54ed626/#:~:text=Spitzenreiter%20sind%20dabei%20IT%2DAbteilungen,oder%20Natural%20Language%20Processing%20kombiniert

³ Frisch, Jürgen (2022): Process Mining führt Automatisierung zum Erfolg. Retrieved on 27.02.2023, from: https://news.it-matchmaker.com/process-mining-fuehrt-automatisierung-zum-erfolg/

⁴ Pegasystems Inc. (2023): Put NLP text analysis to the test. Retrieved on 27.02.2023, from: https://www.pega.com/products/platform/nlp-text-analyzer

⁵ Pegasystems Inc. (2023): Funktionen für intelligente Automatisierung in der Pega-Plattform. Retrieved on 27.02.2023, from: https://www.pega.com/de/products/platform/intelligent-automation

⁶ Pegasystems Inc. (2020): PEGA Leistungsfähiger. Schlanker. Agiler. Retrieved on 27.02.2023, from: https://www.pega.com/de/be-stronger-leaner-more-agile