“Digital Process Automation”, a definitive enabler, is without doubt re-shaping our global modern work and security landscape. Digital Process Automation (DPA) is a technology-driven approach to automating and maximising business processes, using software tools and platforms such as artificial intelligence, machine learning, and robotic process automation (RPA), to create digital workflows that streamline and automate manual tasks, increase overall efficiency, and reduce errors.
DPA goes beyond the mere automation of repetitive, manual tasks, such as data entry, document processing and inventory management, it goes to deeper streamlining of more complex business processes involved in customer service decision support and trend analysis. The minimisation of human intervention is one of the goals but is not the end goal. Removing human error in mundane and repetitive activity is one win, but more importantly, it frees up resources to focus on higher-value tasks that require human expertise and creativity.
Day-to-day business operations
So, how does driving end-to-end Digital Process Automation and enabling continuous improvements and innovation affect our day-to-day business operations?
In this era of heightened competition and customer expectations, businesses need to adapt and evolve rapidly. Digital process automation enables just that. Business Process Automation Platforms (BPAPs) are key enablers of enterprise-wide digital transformation and adoption. These platforms can automate simple to complex processes, bridge organisational silos, and reinvent operations, while driving continuous process improvement.
The end-to-end DPA allows organisations to streamline their operations, reduce manual effort, minimise errors, and ultimately enhance efficiency. By automating processes, we eliminate mundane and repetitive tasks, freeing up valuable time and resources for more strategic and creative endeavours. The impact is twofold: employees can focus on higher-value work, and organisations can achieve greater productivity and output.
Artificial intelligence and machine learning are two cutting-edge technologies, that play a pivotal role in driving digital process automation. These technologies enable systems to learn from data and data activity, make intelligent decisions, and perform tasks that traditionally required human intervention. AI and ML algorithms will analyse vast amounts of data, identify patterns, and derive actionable insights through predictive analytics. By integrating AI and ML into business process automation platforms, organisations can unlock unprecedented levels of efficiency, accuracy, and scalability.
Analytics is another crucial component of digital process automation. By leveraging analytics, organisations can gain a deep understanding of their process efficiencies and/or inefficiencies, identify bottlenecks, and pinpoint areas for improvement. Data-driven (particularly predictive intelligence) insights allow businesses to make informed decisions, maximise operational efficiency and drive continuous improvement. Moreover, analytics will help predict future trends and customer behaviour, empowering companies to proactively adapt and stay ahead in the ever-changing business landscape.
The rise of multi-experience
The rise of multi-experience apps and omni-channel communication has transformed the way businesses interact with customers. Multi-experience apps can help businesses provide a seamless and personalised experience across different devices and channels. These apps can leverage technologies such as augmented reality (AR), virtual reality (VR), and voice assistants to provide an immersive and engaging experience for customers. Multi-experience apps provide a seamless and consistent user experience across various devices and platforms, catering to the diverse needs and preferences of customers.
A key multi-experience application is the conversational AI, a branch of artificial intelligence that enables computers and machines to understand, interpret, and respond to human language. It involves the use of natural language processing (NLP), machine learning (ML), and other AI technologies to create chatbots, virtual assistants, and other conversational interfaces. A critical component to creating effective conversational AI is the ability to place a layer of conversational modelling (CML – Conversational Modelling Language) over the large language models (LLM’s) to deliver context and tone, thereby ensuring meaningful conversations.
Conversational AI systems can understand and interpret human language in a way that mimics natural human communication. This can include text-based interactions, such as chatbots on websites and messaging platforms, or voice-based interactions, such as virtual assistants like Siri or Alexa.
Conversational AI systems use NLP to understand and interpret the intent behind a user’s words and respond accordingly. They can recognise patterns in language and use ML algorithms to learn and improve their responses over time. Conversational AI has a wide range of applications, including customer service, sales, and marketing, where it can be used to provide personalised and efficient interactions with customers. It can also be used in healthcare, education, and other industries to improve communication and access to information.
Omni-channel communication ensures that customers can engage with businesses through their preferred channels, be it social media, email, chatbots, or traditional channels like phone calls.
By integrating these capabilities into business process automation platforms, organisations can enhance customer satisfaction, deliver personalised experiences, and build long-lasting relationships.
Adopting the cloud
Cloud-native architectures have emerged as the foundation for modern digital enterprises. Cloud computing offers unparalleled scalability, flexibility, and cost-efficiency. By adopting cloud-native architectures, organisations can leverage the power and hyper-scalability of the cloud to deploy, manage, and scale their applications seamlessly. Cloud-native platforms enable businesses to innovate rapidly, respond to market demands, and adapt to changing business needs. They provide a solid infrastructure for digital process automation, allowing organisations to leverage the full potential of their automation initiatives.
While the technologies and capabilities we have touched on thus far are critical, it is equally important to address the management of the application lifecycle. Integrated DevOps (methodology that combines software development (Dev) and IT operations (Ops) to create a culture of collaboration and communication between teams) practices enable organisations to streamline the development, deployment, and maintenance of their applications. DevOps emphasises collaboration, automation, and continuous improvement. By integrating DevOps into the digital process automation landscape, organisations can ensure that their processes and applications are developed in a controlled and efficient manner. This empowers them to respond to changing requirements, incorporate feedback, and drive innovation throughout the application lifecycle.
As we all know, businesses today operate in highly complex and dynamic (customer demand driven) environments. They face numerous challenges, including changing customer needs, disruptive technologies, and ever-increasing competition. To stay ahead of the curve, businesses must be agile, adaptable, and innovative. One way to achieve this is through digital process automation.
BPAPs can empower businesses with a platform-based, modelling-driven environment to design and develop unified processes and applications. These platforms can help businesses create and deploy applications quickly, iterate on them based on feedback, and continuously improve their operations.
In conclusion, digital process automation is a key enabler of enterprise-wide digital transformation and digital adoption. BPAPs offer a range of capabilities, including AI, ML, analytics, multi-experience apps, omni-channel communication, and cloud-native architectures. Managing the application lifecycle with integrated DevOps can help businesses realise the benefits of BPAPs and drive continuous improvements and innovation
Brendan van Staaden is an interaction automation and customer experience expert and Managing Executive of MoData Interactive
