Many businesses around the world are already reaping the benefits of utilising the continued rapid advancements in technology. The integration of technologies such as AI and automation has enhanced businesses to improve customer experience and satisfaction by speeding up response times and automating complex decisions.
Organisations are now finding that there is a vast amount of reliable options when it comes to AI and automation solutions. These innovations are also now meaning that businesses no longer have to create their own in-house tools. Automation providers are offering ‘out of the box’ solutions that can be integrated very easily to enterprises IT infrastructures.
RPA to IPA
Despite the array of options available, in many businesses today, it remains the case that current processes are still repetitive manual tasks operated by humans. Individually, RPA and machine learning can already provide great benefits to a business’s processes by taking large amounts of data and sorting it to provide clarity and/or streamline an existing process. However, while RPA specifically has done a lot to help in automating some of these tasks, there is a limit to what RPA on its own can do.
With these solutions already providing great benefits individually, there is of course always scope to continue to advance and combine these solutions. Both RPA and machine learning have qualities that can complement each other and provide organisations with a rounded automation solution.
A clear example of a combined solution that is now starting to make inroads into the automation sphere is Intelligent Process Automation (IPA). IPA is a blend of RPA and machine learning. It works by simulating human interactions to make complex decisions by utilising the ability of the robotic inputs.
IPA goes a step beyond RPA by having the ability to interpret data requests by leveraging machine learning before and then drawing on the RPA bots within the solution to then automate and sort that data. Rather than these solutions working independently, IPA provides businesses with the confidence that there is an end to end automation solution that can act and adapt to a human request.
Constant learning and adaptation
Another impressive feature of IPA is its ability to learn and adapt to real customer data and behaviour. An RPA bot would have a set of rules from the outset that it is programmed to follow, and these would not change without the intervention of an RPA consultant. IPA on the other hand utilises that data and makes detailed and informed decisions thanks to the machine learning functionality.
Once implemented and in regular use, the IPA solution can continue to make these informed decisions and adapt to make the customer journey and experience better and more efficient. Customers are constantly expecting more from businesses and their services. Being able to offer customers real-time, human-like responses can work as a key differentiator against your competitors.
With automation especially, it is crucial to keep looking forward to explore the advanced possibilities. The industry is always making new inroads and discoveries as businesses have finally woken up to the realisation that automation is the way forward.
Get in touch to see how we can help your business get ahead of the automation curve.