How does AI fit into Hyperautomation?

[Lener Pacania1]

You may have heard the word Hyperautomation tossed around and wondered what it is and where does AI (Artificial Intelligence) fit in a Hyperautomation strategy.  To level set, Hyperautomation is an approach that uses a combination of different AI powered solutions to automate anything in your enterprise. 

For example, Predictive Intelligence can be embedded into existing workflows to make those workflows smarter by automating the decision making made by a human.  Document Intelligence can do the laborious task of extracting key data features from PDFs to feed into a workflow that is integrated into an application.  Process Optimization can use  AI to find root cause for bottlenecks in your existing processes.  These are just a few examples of how AI plays a critical role in Hyperautomation.

Figure1 below shows a simple example of an order-to-cash process "before" Hyperautomation and AI.

Figure1 - Before AI, lots of manual steps.

Figure2 below shows how injecting AI into the process drives better automation.

Figure2 - Predictive Intelligence, Document Intelligence, VA Incident Auto Resolution all making automation better.

To learn more about ServiceNow Hyperautomation, please see “Hyperautomation – 3 things you need to know to start your journey”.

[Loudigi]

Hi @Lener Pacania1 
I've been combing through all of your AI Academy videos to see if it's possible to use Predictive intelligence to improve the new hire experience by providing a list of recommended catalog items. Imagine a hiring manager using an order guide, bundle, or prebuilt Service Catalog cart filled with items that a new employee will likely need based on what other employees with similar class, departments, and title have ordered. Can this be done with the current tool set?

[Lener Pacania1]

Hi Loudigi, have you looked at the recommended for you for HR?

The Recommended for you widget can use an ML algorithm-based on Employee Profile or HR Profile to show popular content accessed by users having similar profile.

From docs:  By default, the top five recommendations are visible on the widget. The widget provides users with a preview of a knowledge article with the title, description, and other useful information. Similarly, the catalog items show the description and the price of the product, if any.

HTH - Lener