Many myths surround the ethos of intelligent automation. Companies don’t enter the world of intelligent automation due to misunderstanding the implications of automated technologies or artificial intelligence in the workplace. Moreover, many tend to use the terms artificial intelligence and RPA interchangeably, so it’s important to understand the distinction and how those technologies can fit into your business.
Ends of the same spectrum
Essentially, RPA and artificial intelligence are horizontal technologies located on the same continuum.
While RPA can help to take tedious tasks off your employees’ hands, artificial intelligence can make human-level judgements and insights that provide valuable information. In some ways, it can be simplified into thinking as robotic process automation as the “doing” of tasks, whereas artificial intelligence can “learn” and “think.”
Artificial intelligence hinges on the collection of productive data and using it wisely.
For example, a call center can collect information that gauges customer reactions and how they feel about the customer service interaction without having to request manual input from the customer after a call. From there, this information can be incorporated into business processes and be used to improve the quality of customer service.
It’s understandable to be wary about the future of automation, but it’s important that it is understood. Intelligent automation can help to more diligently and efficiently meet your company’s goals when implemented properly.
Fitting intelligent automation into the “operating model” of your business can help meet new objectives.
We provide a framework that incorporates technologies along this spectrum, from RPA to artificial intelligence. If you need to automate rules-based tasks, RPA can help to eliminate those tedious elements from the workday and open up employees to more productive and forward-facing projects.
When RPA and artificial intelligence work together
Specifically, Confiance’s artificial intelligence projects have included implementing intelligent automation in call centers, which is a combination of RPA and artificial intelligence. RPA and artificial intelligence works hand in hand to improve customer service by analyzing natural language and implementing judgment in order to provide insight about the customer experience.
We’ve also worked with the following industries to provide intelligent automation solutions:
- Financial Services
- Insurance
- HR Operations
- Strategy
- Sales & Marketing
In 2020, it’s expected that artificial intelligence will even surpass RPA in terms of the “investment and focus” that organizations are making in those technologies. If you’re wondering how making this investment will help to redefine and optimize the operational framework of your business, get in touch.
