Consider a couple of scenarios: Kevin is an insurance claims processing agent. He settles cases for larger and smaller level motor accident cases, and deals with multiple documents, sources of data, workflow, etc. Mobile apps with embedded bots free him up to focus on settling complex claim cases. Bots along with cognitive process automation are doing what Kevin used to spend hours doing - managing claim classification, data extraction from documents, along with keeping customers regularly informed of their claim status.
Then, there is Bridget, a front desk manager at a medical center. She provides a personal touch to her clients at the center. End-to-end cognitive process automation and AI-driven decisions help her manage patient records, clinical trial data, and patient wellness automatically behind the screen.
Customers expect faster and more efficient service and various stakeholders across industries can now focus on engaging with the customer instead of going back and forth with the middle and back-office personnel and information. Let’s understand what’s behind this. The adaptive workflow fueled with cognitive bots, process automation, and AI-driven decisions are the building blocks of the new age automation called Intelligent Process Automation (IPA).
IPA, in simple words, uses models through machine learning to perform data extraction, document classifications, outcome prediction and right decision-making. These models are smarter, understand the context and fasten decision-making. IPA extends its rule-based and repetitive task automation into performing ‘intelligent automation’ and ‘autonomic decisions’. According to a leading analyst firm, the broader market for IPA will grow exponentially and will be more than eight times the size of RPA in about four years. It is a matter of time IPA dominates the automation story across industries!
The digital route to IPA
Enterprises can extract more if they take a holistic approach towards IPA. From an enterprise applications standpoint, this means enterprises must leverage IPA to build ‘smart processes’ leading to intelligent experiences for workers and customers. Processes get ‘smart’ when they work faster, understand the user and deliver tremendous value to the customer. Enterprises can reimagine and reengineer business processes with digital technologies (namely biometrics, Augmented Reality/Virtual Reality, IoT, co-browsing, mobility and so on), and then, apply IPA to the reimagined business process to create a truly ‘smart process’.
When enterprises take this route, they explore questions such as: Can a front office manager like Bridget tweak the CRM process without the help of enterprise IT teams? Can an automobile driver get proactive help and suggestions on the highway before the failure of automobile parts? Can a field service agent get complete information about the network deployment site, to plan efficiently before he or she even makes a visit to the site?
In the first question, what plays out is Bridget using ‘smart workflow’ wherein she uses no-code/low code based graphical user interface to change the CRM process if she feels it is making the hospital experience inconvenient for patients. You can expand the thinking to other processes and industries.
By answering such questions, needless to emphasize, customer delight becomes a given....
Read more on smart processes in the report ‘Smart applications – The future of applications: http://www.wipro.com/microsite/smartapplications/