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Why Intelligent Automation is a game changer

by Max Smolaks
Article Image

Connected-RPA incorporates AI capabilities to fuel innovation, drive change and create value

by Pat Geary 11 September 2019

The Robotic Process Automation (RPA) market is white-hot right now. Automation is transforming the efficiency and productivity of workplace operations across the globe.

But that’s just the beginning. When coupling RPA with Artificial Intelligence (AI), machine learning and cognitive capabilities, you get something truly disruptive and transformational.

At Blue
Prism, we’ve made our “connected-RPA” platform a conduit for easily accessing and exploiting intelligent
automation capabilities. These capabilities are drag-and-drop accessible via
Blue Prism’s Digital Exchange (DX) marketplace—an intelligent automation
marketplace comprised of hundreds of applications and accessible to customers,
resellers and technology partners, extending what is possible with RPA.

The
arrival of the Digital Worker

Connected-RPA
delivers a complete Digital Worker that utilizes intelligent, AI skills through
a broad ecosystem of complementary technologies, which further enhances their capabilities,
with an ability to adapt and learn from humans. Imagine an intelligent digital
workforce capable of self-learning and continuous improvement, empowering users
to automate billions of transactions while returning hundreds of millions of
hours of work back into the business—all while freeing up employees to create,
build and share their innovations. That’s what’s possible now through connected-RPA.

To scale successfully, however, connected-RPA
adoption needs to be driven not
just by the promise of greater cost savings and operational efficiencies but by other criteria too. Key drivers include value
creation, productivity increases, improving the customer experience, generating
innovative opportunities, and gaining
more value from staff. Other notable outcomes include achieving higher quality
operations, greater operational agility and more actionable data for customer
insights. While connected-RPA is benefiting organizations across all sectors, those
that operate in industries requiring strict regulatory or compliance
requirements are also using the technology to improve risk reduction. Other
sectors, where organizations’ core business operations possess significant
manual-driven processes, are implementing it too.

What to expect from connected-RPA and AI

The
following 10 use cases are typical examples of what can be achieved with
connected-RPA:

  1. Collaborating
    with AI and machine learning tools for multilingual, automated e-mail
    processing for inbound customer inquiries and e-mail triage
  2. Anti-money
    laundering prevention in conjunction with blockchain technologies and business
    process management tools
  3. Automated
    case handling and resolution for insurance claims
  4. Automating
    the extraction of unstructured data
  5. Using
    AI tools to gauge sentiment analysis, intensity and mood for customer
    support–then automatically elevating requests to a customer representative
  6. Working
    in conjunction with process mining tools to automatically extract historical
    records/data research and business intelligence analytics
  7. Dynamically
    and automatically verifying legal compliance on complex contracts
  8. Collaborating
    with optical character recognition and computer vision technologies to
    automatically verify identity for loan processing, or transform secured faxes
    into searchable, text-embedded formats
  9. Automatic,
    real-time translation in virtual meetings
  10. Automatically connecting
    chatbots and humans for financial transactions, human resources, or customer
    service requests 

Final thoughts

Moving forward,
organizations that employ connected-RPA, with AI and cognitive technologies, will
have a true foundation for enabling collaborative technology innovation. They can
deliver real transformational change across their businesses. In fact, connecting human and digital, while seamlessly interacting with
existing and new applications, will provide the foundation of the future
workforce too.


Pat Geary is Blue Prism’s chief evangelist, credited with coining the term ‘robotic process automation’ in 2012. He has more than 30 years of international marketing experience across a range of large multinational and start-up software and hardware businesses.

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