Everyone’s talking about Hyperautomation: here’s how it’s changing the way the world works
Hyperautomation is bringing together a number of critical
automation technologies, such as Robotic process automation (RPA) and conversational AI.
Here’s some need-to-know lingo:
RPA: Robotic process automation, or RPA, is an application of technology, governed by business logic and structured inputs, aimed at automating business processes. Using RPA tools, a company can configure software, or a “robot,” to capture and interpret applications for processing a transaction, manipulating data, triggering responses and communicating with other digital systems. (CIO)
Conversational AI: a sub-domain of Artificial Intelligence that deals with speech-based or text-based AI agents that have the capability to simulate and automate conversations and verbal interactions. (IEEE)
Hyperautomation: “Enterprise architecture and technology innovation leaders lack a defined strategy to scale automation with tactical and strategic goals. They must deliver end-to-end automation beyond RPA by combining complementary technologies to augment business processes. Gartner calls this “Hyperautomation”. (Gartner)
LCAPs: An Enterprise Low-code application platform provides a rapid application development and deployment using low-code and no-code techniques such as declarative, model-driven application design and development together with the simplified one-button deployment of applications. An LCAP typically creates metadata and interprets that metadata at runtime and abstracts the underlying server infrastructure for ease of use; many also allow optional procedural programming extensions. (Gartner)
You might have heard some buzz around “Hyperautomation.” According to Gartner, “Hyperautomation refers to an effective combination of complementary set of tools that can integrate functional and process silos to automate and augment business processes.
“Hyperautomation has shifted from an option to a condition of survival… Organizations will require more IT and business process automation as they are forced to accelerate digital transformation plans in a post-COVID-19, digital-first world.”
– Fabrizio Biscotti, Research VP at Gartner, Gartner Forecasts Worldwide Hyperautomation-Enabling Software Market to Reach Nearly $600 Billion By 2022.
How does Hyperautomation differ from simple automation? In short, it adds a layer of smarts: tools such as natural language processing (NLP), where algorithms analyse human speech, and machine learning (ML), where a program analyses patterns in data.
So, while a simple automation tool might mean setting up a bot to send out tweets at certain times, a Hyperautomated program has already communicated with the customer in real time to find out exactly what they need, and directed them to the right person at the right time to finish the conversation.
Here at Pattr, we’ve spent a lot of time thinking about what Hyperautomation looks like, the ways different technologies can complement each other, and how brands can cut through the noise.
After all, digital acceleration is no longer an option — it determines business survival.
1. Picking the right tech is critical
Hyperautomation is what glues different aspects of automation together — and helps businesses unlock their greatest asset, their team.
However, it’s not a matter of turning on all of the bells and whistles for their own sake.
Understanding your business’ core problem, the tech available to you, and how to implement the solution is crucial to success.
Most businesses have a mix of complex and simple processes in their everyday workflow, so picking the right tech is key.
Conversational AI allows for conversations with customers, which drives operational efficiencies and improves customer experience. RPA automates simple, repetitive tasks in a structured way, such as invoice payment, or tracking the status of an order.
Combining RPA + conversational AI is the next big digital revolution. The possibilities are vast, but think extracting insights from emails and attachments before pushing them to the right department, or a virtual assistant that sits on your website and helps a customer make a booking for a reservation.
2. It’s a game changer for the way we work
An organisation’s digital goals usually revolve around reducing operating expenses (OpEx), increasing revenue, and minimising risks and errors.
Say you’re in a growth phase, and you know that each rep in your contact centre has capacity to handle X number of enquiries. In order to meet customer demand, you need to expand your contact centre by Y increase in headcount.
In the past, the only option to not blow up your budget was moving call centres to cheaper regions, which brings a whole new set of challenges.
Hyperautomation changes that. “Gartner expects that by 2024, organizations will lower operational costs by 30% by combining hyperautomation technologies with redesigned operational processes.”The competitive advantage is clear.
Businesses that can rapidly identify and automate as many processes as possible will have the edge over their competitors and look to new marketplaces to conquer.
However, it’s important to note that this space is a value flywheel, where it’s not simply a matter of replacing humans with machines.
An RPA + conversational AI solution allows you to effectively serve your teams internally and customers externally — a total experience across multi-experience (MX), user experience (UX), customer experience (CX) and employee experience (EX).
We see particular improvements in the fields of time to value, time to resolution, first contact resolution, which all are expensive to achieve on your own.
Pattr is improving CX and amplifying what you can do with a limited number of people in the contact centre — such as how we can use people to train conversational AI, and conversational AI to train people — in order to make us all smarter.
3. Ease of use is everything
Low code or no-code platforms (LCAPs) are already the expectation, not the exception. This means platforms such as Salesforce or Pattr can be easily handed over to a client to manage without requiring significant ongoing service — and they can use these platforms for multiple use cases.
Pattr has already put together a number of low-maintenance Hyperautomation solutions, including a platform for a national political campaign to communicate local information to individuals simply, quickly, and accurately.
Hyperautomation is inevitable, but it doesn’t have to be intimidating. For that reason, it’s critical that brands take control and embrace new ways of working.
Gartner, ‘Move Beyond RPA to Deliver Hyperautomation’, Saikat Ray, Cathy Tornbohm, Marc Kerremans, Derek Miers, December 16, 2019
Gartner Peer Insights, Enterprise Low-Code Platforms (LCAP) Reviews and Ratings, https://www.gartner.com/reviews/market/enterprise-low-code-application-platform
Gartner, ‘The 2020 Top Strategic Transportation Technology Trends’, Bart De Muynck, June 09, 2020
Gartner Press Release, “Gartner Forecasts Worldwide Hyperautomation-Enabling Software Market to Reach Nearly $600 Billion By 2022”, April 28, 2021 https://www.gartner.com/en/newsroom/press-releases/2021-04-28-gartner-forecasts-worldwide-hyperautomation-enabling-software-market-to-reach-nearly-600-billion-by-2022
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