Why Intelligent Automation is a game changer

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.