In the past decade, automation has exploded in nearly every industry and across departmental initiatives. Enterprises largely focused on automation technologies like robotic process automation (RPA) to create better operational efficiency and control costs.
But in 2020, intelligent automation (IA) will combine RPA and large-scale digital process automation (DPA) platforms with artificial intelligence to take organizations well beyond streamlining a few key processes. Learn more about what to expect when more and more businesses implement intelligent automation in 2020.
#1: Enterprises will move away from departmental siloes
In the early days of automation, companies relied on process automation to improve the efficiency of key processes—especially those that were time-consuming and repetitive. However, this often results in automation “islands”—siloed departmental processes with little or no connection to enterprise-wide initiatives.
In 2020, these “islands” will no longer cut it. Robotic process automation (RPA) is typically used to automate rote tasks. Integrating RPA with digital process automation (DPA) platforms like K2 allows for system integrations to connect line-of-business systems across the company. Add in artificial intelligence, and you have a solution that links automated decision-making with process orchestration on a larger scale.
Departments will need to work together to solve business needs with solutions that are integrated across the company if enterprises hope to scale in the new decade.
#2: Executives will become heavily involved in automation initiatives
According to Forrester, 80% of enterprises are expected to evaluate and take action on automation islands and the threat they pose to achieving automation at scale. In 2020, expect C-level executives to become heavily involved in the process.
Executives will expect any process automation solution to fit into wider company goals. Because of this, RPA will no longer cut it as a one-off solution for various process needs. Where business goals center around employees focusing on high-level innovation, intelligent automation will be a key solution in automating decision-making within several processes.
RELATED: Intelligent Automation: Transforming the Way Businesses Operate
#3: Automation Centers of Excellence (CoEs) will become crucial teams
In an effort to connect intelligent automation with company initiatives—and prevent automation islands—centers of excellence will become a crucial component in making corporate visions a reality.
A well-executed center of excellence combines IT expertise, executive vision, and departmental representatives. This team can help to find new automation opportunities, prioritize them based on need, and discover solutions that scale with the business.
CoEs will be a critical resource for finding ways to advance initiatives for the company with intelligent solutions that artificial intelligence technologies like machine learning and natural language processing.
RELATED: Build an automation Center of Excellence program with K2
#4. Companies will focus more on high-level customer service
Today, enterprises face increased pressure to consistently innovate while upholding a high standard of customer service. Company goals are likely to focus on customer service in 2020, which means you can expect to see more AI-powered solutions in customer success teams.
For example, the rapidMATION Intelligent Chatbot solution, integrated with K2’s digital process automation platform, allows customers to receive fast answers via chatbot. Meanwhile, K2’s platform ensures high-level problems are escalated to the right person at the right time.
Employees can spend their time on challenging customer issues that demand resources, while customers can get answers to most questions faster than a human worker could.
#5: Hiring for intelligent automation expertise will explode
For many years, employees have expressed concerns around automation taking more and more corporate jobs. However, as intelligent automation continues to grow and evolve, we’re unlikely to see large-scale job loss within the next year.
Rather, jobs will shift and roles will expand to involve these automation efforts. Many people will be hired based on experience in implementing intelligent automation. The priorities of IT departments and consultants will shift, while developers will be asked to adapt their skills to new technologies.
Beyond this, enterprises will look for those people who seek to make a major impact on a company. While artificial intelligence can analyze data and help make predictions about the year ahead, innovators within a company will be crucial to using this information to take the company in new directions, staying one step ahead of competitors while focusing on the quality of customer service.