The role of AI in business process automation?


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Peter Cohan Profile
Peter Cohan answered

Summary: In this article, we’ll review the business operation, which can be easily automated with the help of artificial intelligence. We’ll go deeper into the AI+BPM+RPA combination to evaluate, how the composition of business process automation with artificial intelligence can strengthen your business domain and increase the ROI. And, finally, will describe in short what ML-related specialists will be in demand to implement such changes to let you plan the action for the HR department to organize the implementation of business process automation with the proper management of the in-house team. Even if you intend to work with dedicated developers or outsourcing company in designing the automation, future steps should be done under the control of local experts.


Today we are watching the global trends for widespread digital transformation and automation of business processes in various industries. Several years ago companies started implementing artificial intelligence technologies to increase users’ satisfaction and optimize costs. Today, the combination of RPA (robotization of processes) together with the classic business process automation at the output gives an ideal work model.

What operations can the AI perform?

Today, full automation with RPA is possible for simple processes and actions that are clearly regulated. For example, it can be working with interfaces, adding/removing data from forms. If the robot goes beyond the scope of the process, the AI is connected. Further decision-making depends on the knowledge base and computing power.

A few examples of situations where the AI+BPM+RPA combination already works:

Assistance in the qualification of customer requests to service centres and, in some cases, automatic solution of the problem. In this case, the AI constantly analyzes data about user problems and successful solutions. In case of further receipt of letters similar in structure and content, the system will either automatically issue a solution method or send the request to a qualified manager.

Search and enrich data from open sources. For example, a manager adds a new customer card to the system, and the technology automatically searches for contact and other data from open sources. The found data is automatically imported into the system, which saves the employee's working time.

Data synchronization between different platforms. Very often companies implement new technologies, but they can't abandon old ERP or CRM systems because of the large amount of data they contain. The automated data transfer process will reduce costs and lead times.

These examples are just a visual application of the combination of AI with BPM systems. Digital transformation, which is gaining more and more popularity, involves the maximum possible automation of each business process. The key objectives are to increase global efficiency and eliminate routine tasks for employees.Which specialists are most in-demand?Currently, we see the increasing demand for professions related to artificial intelligence. According to authoritative sources such as Glassdoor and O'Reilly, about 50% of global companies already actively use the services of AI teams to form innovative work strategies and improve business processes.

AI Product Manager. Communicates with all technical teams in the company, provides an understanding of internal technological processes, monitors all changes in the process of using the AI solution, and is literally the coordinator of well-coordinated work of employees.

The AI architect. Builds a general picture of the use of artificial intelligence in the company. It is the link between analysts and data specialists. Measures the performance of smart systems, is responsible for optimizing business processes through the use of the solution.

A data scientist. Has the necessary analytical data, as well as knowledge in the field of mathematics, statistics, is able to generate ideas and express them through implementation in a specific analytical process.

Software engineer. An employee who knows exactly how the technology works creates a product that is, in fact, the heart of the AI solution.

A specialist in AI ethics. A relatively new speciality, these employees are responsible for the ethical aspects of the implementation of AI in the company, as well as for compliance with the company's principles and compliance with data security.

The demand for the above-mentioned specialists will only increase every year since all companies that are on the path of mastering artificial intelligence and optimizing business processes are determined. Even taking into account the possible risks, the need for artificial intelligence and specialists who know and understand how to work with it will be very high.

So, which AI technologies are considered the most effective at the moment?

Chatbots and virtual assistants. As experience shows, they can work as well as people. Moreover, their main advantage is that they are able to work in the mode of emergency response, redirection, as well as in the field of placing orders. Juniper Research predicts that by 2022, companies will be able to save $ 8 billion annually thanks to chatbots. And according to Gartner estimates, 25% of the world's companies will integrate the chatbot into their work in one form or another, namely, into the customer support and application processing department.

AI's ability to learn. The ultimate goal of such training is to make the technology “closer to people". For example, Google has even created an environment where you can create ML models without having to invest in the preparatory infrastructure. The second way is also there: This means immediately creating a neural network in such a way as to maximize the productive use of the data and resources available to companies.

High efficiency of smart vehicles in the field of logistics. PwC predicts that by 2030, 40% of the logistics mileage in Europe will be accounted for by autonomous cars. So far, global companies are only developing technologies with which this type of car will be able to pass long routes. By the way, Volvo has already presented the Vera project — a fleet of self-driving cars that can carry out their work without constant monitoring by staff.

How to start using AI in business process automation

If you want to start implementing these features already, begin with the research of the business bottlenecks. After an analysis of the most problematic points, you can invite the consultants to work out solutions. Quite often, it can be done with the custom software, or integration of SaaS.

Hanna Whilson Profile
Hanna Whilson answered

A lot of the world's companies have adopted AI technology and seen their business efficiency grow. Machine learning and AI make chatbots smarter. Now you can efficiently focus on contracts, answer telephones, and build customer relationships while AI automates much of the manual work.

Chips Ters Profile
Chips Ters answered

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