Intelligent Automation

Intelligent Automation

By enabling enterprise orchestration and the creation of an entirely digital workforce, intelligent automation is all set to unlock the economic power of Industry 4.0

Over 50% of today’s work could be automated by 2025, spurring powerful changes to the future of work, labour costs, and public policy. Geopolitical tensions will drive companies to rejig their value chains to account for supply chain disruptions, and manufacturing will move closer to consumers. This will trigger the need for a much higher level of automation than we have today. We will see a future when robots will become ever more intelligent using machine learning technologies. It will help production to become agile and scalable to meet rapidly changing customer requirements.

What changes, and how?

Self-learning (and rapidly reconfigurable) robots will drive the automation of physical processes beyond routine activities to include less predictable ones, leading to fewer people working in these activities and a reconfiguration of the workforce. Policy makers will be challenged to address labour displacement, even as organizations will need to help employees reskill toward more complex tasks and reconfigure the future of work and the workplace to better enable humans to work alongside machines.

In telecommunication, we are witnessing software-defined networks whereby the networks automatically configure themselves to meet the needs of specific users. Artificial Intelligence is used to slice networks to meet different user needs that can be as varied as downloading music to performing remote surgery or managing the robotic process automation of a smart factory.

Technology is also dismantling entry barriers. Product configurations are changing ushered in by new technologies. For instance, the automobile is becoming a computer on wheels – a software defined car. Electric vehicles. Autonomous driving. Growing demand for personalized in-car experiences. These are just three of the trends transforming the auto industry. But connectivity–and its ability to connect cars to networks, the cloud, other vehicles, pedestrians, infrastructure, and mobility services–will truly define the modern car. Semiconductor company like Qualcomm is now a core automobile technology provider and will play a pivotable role in the development of future automobile design.

In the Banking and Financial Services (BFSI) vertical active intelligence is enabling to leverage real-time information for decision-making and triggering downstream events to capitalize on every business moment in rapidly changing market conditions. It can help BFSI companies embed analytics into their processes that generate automated actions and more appropriate, real-time decision-making.

Mostly pros without cons

A leading bank in India is using automated intelligence to eliminate insurance fraud. It uses an Active Intelligence framework to create a 360-degree understanding of its customers, queries, and policies that allows it to detect suspicious behaviour such as frequent changes in nominees or even a sudden spike of interest in a particular policy from different geographies. Branch managers handling such policies are then notified to intervene. This has helped the company strengthen its fraud assessment for a more secure and seamless claims process.

Automated shopping solutions uses the data-driven approach of online retail innovators, who have become extremely adept at gathering insights into customer behaviour, anticipating their needs and expediting transactions. Online shopping’s recent growth, especially during the pandemic, advanced customer adoption of technology, but also expectations for personalized, effortless transactions, no matter where they occur.

The combination of computer vision, the Internet of Things (IoT), artificial intelligence (AI), machine learning and advanced analytics helps businesses meet the needs of customers where they are, more efficiently and sustainably than before.

A Japanese technology MNCs has developed a solution that uses 3D lidar sensors to gather data from product-aware shelves, and applies advanced analytics to support an automated customer experience throughout the entire retail journey, from the moment they check in and walk into a store, through browsing and interacting with products, to automated checkout and payment. Al this without gather personal information thereby ensuring privacy. The solution analyses journeys and which products are picked up, set back and purchased. Businesses can acquire visibility into customer behaviour in physical settings that was previously reserved for the digital world, without invading privacy. They can also customize product inventory, reduce shrinkage, benchmark and track performance, and manage incidents and operations for multiple locations with a customized Visualization Suite.

A boom for media

Media and entertainment organizations are expected to figure out their content specialization and the target audience they are serving. From there, much targeted and personalized content can be offered to the interested viewers.Technologies like Artificial Intelligence and Machine Learning have further assisted organizations to accurately analyse data. The most selected use case, media monitoring and intelligence, underscores the demand among media and entertainment companies for intelligently automated content monitoring to demonstrate the performance of an ad, for example.

Customer service and support is an area many media and entertainment organizations are automating or planning to automate, especially as both B2B and B2C interactions become ever more digitized due to the COVID-19 pandemic. Additionally, on-demand customer service and support have become baseline expectations. Automated call centre operations are arguably the flagship customer service, and they support automation across industries due to their widespread utility with properly routing calls, real-time transcription, analysing sentiment and prioritizing accordingly, and providing text, call back, and email alternatives.

Advertising attribution and analytics are highly AI-dependent and are directly tied to helping the business make faster and smarter decisions regarding its advertising activities and revenue generation. Utilizing intelligent automation generates attribution data that can be utilized and capitalized upon nearly instantly. Advertising campaign performance can then be better optimized for faster ROI.

The combination of automated metadata management and AI has implications across media and entertainment. It facilitates quick and accurate review, categorization, and management of structured, semi-structured, and unstructured data such as text, image, video, and audio – thus adding value. The use of such solutions not only saves a significant number of human hours, but also greatly reduces the time from which content is created to when it becomes usable, searchable, and able to be monetized.

Technology for the future

The launch of 5G will be a massive catalytic force for ushering in intelligent automation across industries. Big Data, Internet of Things, Artificial Intelligence and Robotic Process Automation will converge to unleash the benefits of intelligent automation (IA). Intelligent Automation is a collective set of these combined technologies that deliver a more advanced digital worker. While RPA has the key components for process automation, when infused with more advanced analytical and cognitive skills through artificial intelligence (AI), digital workers gain the ability, with machine learning for instance, to learn, read documents, and conduct rules-based thinking.

While RPA focused on specific tasks, intelligent automation enables enterprise orchestration and the creation of an entirely digital workforce (made up of many digital workers) that can deliver every day, around the clock. The foundation of this will be zero latency connection offered by 5G, its ability to cater to billions of connected devices and offer customized network slices for specific operations.

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