5 intelligent automation examples
Intelligent automation can be an important part of your business, but identifying where it can make the most impact is the first step.
For many organizations, leveraging IA starts with their content services platform, which provides a complete view of all the content an intelligent automation solution needs to deploy rapidly and effectively. In this environment, IA can deliver information, reduce costs, improve speed and accuracy and remove bottlenecks.
Let’s take a quick look at five intelligent automation solutions — and how you can put it to work.
1. Intelligent capture
Intelligent capture is the linchpin of intelligent automation. It not only captures data — even unstructured data like handwriting — but it also actually understands the data and classifies it.
An effective intelligent capture solution will:
- Classify, extract and validate incoming information
- Speed completion of processes
- Cut costs
- Reduce the risk of human error
- Allow for a truly “paperless” workplace
Use case: A leading less-than-truckload, super-regional carrier deployed intelligent capture in its accounts receivable (AR) department.
The change, which primarily focused on shifting from a “pretty good manual system” for remittance documents, allowed the AR team to go from processing 400 documents per hour to 2,000. The intelligent capture solution extracted remittance and payment information as soon as it entered the business and exported it to the system where the information was validated against known data sources in AS/400 and SAP.
Want to learn more? Get the details here.
2. Intelligent process automation (IPA)
Most companies have structured processes they can map on a flowchart, meaning they have predictable steps and outcomes. These are the processes you can easily optimize with intelligent automation to deliver meaningful value to the right people.
When done with the right solution, intelligent process automation will:
- Route documents for approval, both intelligently and based on rules
- Retrieve relevant contextual information automatically
- Automate rules-based tasks
- Send notifications of tasks and updates
- Intelligently balance workloads
Use case: Years ago, a Vienna-based financial institution had a substantial pain point as it onboarded new clients. Its legacy system was time-consuming, costly and scattered across a variety of formats from datasheets to paper, all requiring repetitive manual entry and vulnerable to inaccuracies.
By adopting a content services platform with built-in intelligent process automation, the financial institution integrated its core banking system and allowed for a seamless automated process from the first customer appointment to risk classification and release, and even to the creation of the customer record.
See the full deployment study here.
3. Robotic process automation
Robotic process automation (RPA) is an essential element of a fully realized IA strategy. With RPA, “bots” become a part of your workforce — your digital workforce. By letting bots perform repetitive, high-volume data processes, you free your workforce for higher-value tasks.
A successful RPA solution will:
- Analyze processes down to the click-level quickly, accurately and intuitively
- Automatically document process steps
- Leverage low-code, drag-and-drop tools to quickly and easily build bots and create brand-new automations
- Run unattended or attended automations, ensuring maximum bot utilization and scalability
- Orchestrate your bots using a real-time dashboard for live monitoring and intuitive management
Use case: Administrative tasks are often the first that organizations identify as RPA candidates, but you can apply RPA to nearly any task that follows the same process each time. Examples include responding to frequently asked questions in customer service, verifying the accuracy of invoices based on predefined rules in accounting, recording staff hours and absences in HR and tracking deliveries in logistics.
4. Customer communication management
Customer communications management (CCM) is a quick and powerful way to improve both customer and employee experiences; after all, communication is a key to any great organization.
A high-powered CCM system will:
- Categorize, tag and summarize content for easier consumption
- Automatically create and distribute personalized correspondence and customized documentation
- Intelligently route communications to the right people at the right time, in the right format or interface
Use case: A few years ago, a Department of Labor and Industry’s mail system had grown outdated, and important processes like delivering unemployment insurance were cumbersome and inefficient. However, once it deployed an automated CCM solution, the department saw its team go from waiting hours for the merge process to finish, to just 10 or 15 minutes — and with better outcomes.
For example, the department had used Microsoft Word mail merge to tailor each communication for recipients, but this allowed staff to make changes to the entire document, which compromised brand integrity and consistency. The automated CCM solution fixed this by allowing access to only the essential portions of documents where users needed to make changes. All other aspects — such as font size, address location, etc. — remain locked down to ensure consistency.
Check out the full case study here.
5. Automated retention and destruction of documents and records
Healthcare, HR, banking and insurance are industries that are increasingly benefiting from automated retention and destruction of documents due to the extreme amount of records management they require to stay in compliance. If your organization stores information that may be personal, confidential and/or subject to regulations, you need a high-performing records management automation tool.
Look for the ability to:
- Automate all retention tasks including approvals, transfer to storage, legal holds, archival and deletion
- Provide defensible audit trails for the entire lifecycle of your records
- Apply aggregated, updated retention regulations and citations to all relevant documents
- Ensure data within documents stored anywhere in your system is in compliance
- Automate the destruction of documents per regulatory guidelines
Use case: A popular chain of convenient stores throughout the Midwest had an underperforming document retention system that made employee file management labor intensive and inefficient for its 21,000-plus employees.
To remedy the situation, after testing intelligent automation capabilities in its Accounts Payable department, the organization expanded to HR. The solution allowed the HR team to set document retention policies that ensured information was only kept as long as necessary, and with role-based security, the data was safer than ever.
Get the details on this intelligent automation journey.