Do you want to become leaner?
Hyperautomation for optimal process management
Who doesn't want leaner company processes and a more agile approach ? How does hyperautomation play into this and what exactly does this term actually mean? What benefits will the latest developments in the software industry bring to your company?
What you will find in this article:
- Brief definition of hyperautomation and clarification of associated terms
- Flexibility as a key indicator
- Relying on the right solution for hyperautomation
- Pega Process AI. Your roadmap to avoid inefficiency
Many companies are relying on intelligent automation software (or intelligent process automation, IPA for short) to help them achieve their ambitious business goals this year. According to a recent study on the "State of AI" by Deloitte, 79% of participants have used intelligent software in at least three applications and 94% are convinced that IPA will be crucial to the company's success.1
The hyperautomation approach goes one step further here. It describes the concept of automating as many individual process steps as possible. This means that not only supporting measures are designed. Instead, human work steps are replaced by machine processes wherever this is possible in terms of automation. A number of software solutions in the areas of machine learning(ML), artificial intelligence( AI), robotic process automation(RPA) and intelligent business process management suites(iBPMS, also known as BPM systems) are combined and integrated where necessary.2
When and where does hyperautomation make sense?
In terms of efficiency, the possibility of hyperautomation can already be taken into account when planning processes and workflows. But it also plays a decisive role in the implementation and monitoring of processes. Methods such as process mining are used to identify the potential for automating processes in the first place. Here, companies collect data from various sources such as ERP, CRM or other systems in order to visualize and analyse business processes. The aim is to uncover weak points such as data discrepancies, bottlenecks or inefficiencies. The conclusions drawn from the data can in turn be used to recognize patterns and identify opportunities for automation.3
For example, if your customers want to contact you, they will typically use a digital form to do so. Here, the request is defined in more detail by the customer themselves and, if necessary, categorizations or similar are already specified by them. Depending on how well the specifications and the thematic limitation by the customer have been successful, the information can be forwarded to the responsible department and the next work steps can be tackled.
However, if the problem description is incorrect or incomplete, the processing of the customer inquiry can come to a standstill, as the wrong responsibilities are taken into account, among other things. If, on the other hand, intelligent software solutions are included, the assignment of tasks (aka routing) can be refined or supported and workloads reduced.
In this context, companies can utilize the possibilities of Pega Process AI. In this BPM system, the information provided by the customer can be analyzed and interpreted using natural language processing(NLP) and thus made usable for the employee and their decision-making.4
2. flexibility as a key indicator
"It is not the strongest species that survives, nor the most intelligent, but the one that responds best to change." Charles Darwin, 1809-1882.
He was talking about exactly what is of fundamental importance in today's business environment. Economic conditions are constantly changing and becoming ever more challenging. Our own ability to adapt to changing conditions is therefore one of the main success factors for growth and a secure future for the company. It is important to master personnel challenges such as a shortage of skilled workers or the need for suitable processes and tools for remote collaboration without losing sight of the customer interface. After all, customers are also changing and are becoming increasingly digitally savvy. They expect quick feedback, uncomplicated and unbureaucratic processing, a customer portal that can be operated online and other services that help to ensure that contact with the company creates a positive customer experience.
If companies do not want to lose contact with their customers, they should be innovative. It is therefore important to implement adjustments with regard to the use of hyperautomation for a more customer-oriented presence and the handling of business processes.
3. rely on the right solution for hyperautomation
In addition to the NLP approach already mentioned, AI-based process automation also uses predictive and adaptive models for optimal adaptation. As already mentioned, conclusions can be drawn and forecasts made based on the available data and its patterns. With predictive models, this is precisely what is used to optimize business processes and make them more efficient.
If customers apply for a loan, for example, such predictive models can be included in the creditworthiness check. The model would, for example, make predictions about possible loan defaults based on historical data and, depending on the forecast, pass the application on to a clerk for additional review.
Adaptive models aim to establish and maintain a certain adaptability and flexibility of the processes. In contrast to the predictive approach, data is analyzed in real time and the results are fed directly into the system. The software therefore learns live from customer behaviour and constantly optimizes itself. Based on this, quick reactions to changing customer trends are possible and the efficiency of the system is improved.
As the market leader for digital process automation software, Pega sets itself apart from its competitors with its Process AI, primarily through the integration of predictive and adaptive models in its process management.5
The Pega solution is based on agile low-code platforms. This environment enables software development using visual and graphical tools instead of text-based programming languages. This makes the implementation of adaptations faster and cheaper.
4. Pega Process AI. Your roadmap to avoid inefficiency
You can therefore build a bridge between your current challenges and the efficiency and cost targets you are aiming for! As one of the leading implementation partners in Germany, we at Greenfield have been relying on Pega's innovative software solutions for over 10 years. Based on comprehensive process management, Pega's Process AI platform combines the use of intelligent automation(IA), centralized artificial intelligence(AI), hybrid robotic process automation(RPA) and low-code software development.6
"How to close the gap between your data and the desired customer experience." Pega, 20204
Read more here to find out more about how you can optimize your processes with us and future-proof your company.
Sources:
1 IDC (2022): IDC study: 70 percent of German companies will rely on intelligent process automation in the future, AI is a key enabler. Retrieved 27.02.2023, from: https://www.idc.com/getdoc.jsp?containerId=prEUR149220822
2 Vogel Communications Group GmbH & Co. KG: This is how many companies already use intelligent automation. Retrieved 27.02.2023, from: https://www.elektrotechnik.vogel.de/so-viele-unternehmen-nutzen-bereits-intelligente-automation-a-d69ba2747ca5fd9a074867b8f54ed626/#:~:text=Top%20performers%20are%20IT%2DAdepartments,or%20Natural%20Language%20Processing%20combined
3 Frisch, Jürgen (2022): Process mining leads automation to success. Retrieved 27.02.2023, from: https://news.it-matchmaker.com/process-mining-fuehrt-automatisierung-zum-erfolg/
4 Pegasystems Inc (2023): Put NLP text analysis to the test. Retrieved 27.02.2023, from: https://www.pega.com/products/platform/nlp-text-analyzer
5 Pegasystems Inc (2023): Intelligent automation capabilities in the Pega platform. Retrieved 27.02.2023, from: https://www.pega.com/de/products/platform/intelligent-automation
6 Pegasystems Inc (2020): PEGA More powerful. Leaner. More agile. Retrieved 27.02.2023, from: https://www.pega.com/de/be-stronger-leaner-more-agile