Software process that combines robotic process automation and artificial intelligence
Intelligent automation (IA), orintelligent process automation, is a software term that refers to a combination ofartificial intelligence (AI) androbotic process automation (RPA).[1] Companies use intelligent automation to cut costs and streamline tasks by using artificial-intelligence-powered robotic software to mitigate repetitive tasks.[1] As it accumulates data, the system learns in an effort to improve its efficiency.[2] Intelligent automation applications consist of but are not limited to, pattern analysis, data assembly, and classification.[2] The term is similar tohyperautomation, a concept identified by research groupGartner as being one of the top technology trends of 2020.[3][4]
Intelligent automation applies the assembly line concept of breaking tasks into repetitive steps to improve business processes.[5] Rather than having humans do each step, intelligent automation can replace steps with an intelligent software robot or bot, improving efficiency.[6]
Intelligent automation integrates robotic process automation (RPA) with artificial intelligence techniques (such asmachine learning,natural-language processing, andcomputer vision) enabling systems to interpret data, make decisions, and adapt to changing inputs.[7] Modern platforms use a layered architecture combining workflow orchestration, low-code tools, integration middleware, and AI services to coordinate bots and data pipelines across organisational systems.[8]
The technology is used to process unstructured content. Common real-world applications include self-driving cars, self-checkouts at grocery stores, smart home assistants, and appliances.[9] Businesses can apply data and machine learning to buildpredictive analytics that react to consumer behavior changes, or to implement RPA to improve manufacturing floor operations.[9][10]
For example, the technology has also been used to automate the workflow behind distributingCOVID-19 vaccines. Data provided by hospital systems’ electronic health records can be processed to identify and educate patients, and schedule vaccinations.[11]
Intelligent Automation can provide real-time insights on profitability and efficiency. However, in an April 2022 survey byAlchemmy, despite three quarters of businesses acknowledging the importance of Artificial Intelligence to their future development, just a quarter of business leaders (25%) considered Intelligent Automation a “game changer” in understanding current performance. 42% of CTOs see “shortage of talent” as the main obstacle to implementing Intelligent Automation in their business, while 36% of CEOs see ‘upskilling and professional development of existing workforce’ as the most significant adoption barrier.[12][13]
IA is becoming increasingly accessible for firms of all sizes. With this in mind, it is expected to continue to grow rapidly in all industries.[14] This technology has the potential to change the workforce. As it advances, it will be able to perform increasingly complex and difficult tasks.[15] In addition, this may expose certain workforce issues as well as change how tasks are allocated.[16] Tools such asSemrush'sAI Visibility Toolkit andEnterprise AIO reflect these developments by analysing how entities are referenced and represented within responses produced by large-language-model-based systems.[17]
Repetitive manual tasks can put a strain on the workforce, these tasks can be automated to allow the workforce to work on more important matters that require human cognition.[15] Intelligent automation can also be used to mitigate tasks with human error which in turn increases proficiency.[15] This allows the opportunity for firms to scale production without the traditional negative consequences such as reduced quality or increased risk.[16]
Customer Service Improvement:
Customer service can be significantly improved, providing the firm with a competitive advantage.[16] IA utilizing chat features allows for instant curated responses to customers.[16] In addition, it can give updates to customers, make appointments, manage calls, and personalize campaigns.[14][15]
Flexibility:
Due to the wide range of applications, IA is useful across a variety of fields, technologies, projects and industries.[14] In addition, IA can be integrated with current automated systems in place.[14] This allows for optimized systems unique to each firm to best fit their individual needs.[14]
Process mining: Applies data mining methods to discover, analyze, and improve business processes
Intelligent document processing: Utilizes OCR and other advanced technologies to extract data from documents and convert it into structured, usable data
Computer vision: Allows computers to extract information from digital images, videos, and other visual inputs
Integration automation: Establishes a unified platform with automated workflows that integrate data, applications, and devices.
^Pascal, Bornet (2020).Intelligent Automation: Welcome To The World Of Hyperautomation: Learn How To Harness Artificial Intelligence To Boost Business & Make Our World More Human. WSPC.ISBN978-9811235597.
