Regardless of how much revenue you generate, if your operational costs are too high your profitability will suffer. Unfortunately, every process and every task your company depends on carries with it a price tag, often in the form of valuable time and effort on the part of your employees. This is where automation comes in. By automating key manual processes, you can free up your workforce to accomplish more in less time—reducing the overall cost of doing business and keeping a greater portion of your revenue as profit.
Automation has long been a strategic differentiator for successful businesses. But until only recently, automation has been limited to relatively simple processes. That is all changing; with new advances in artificial intelligence and other technologies, cutting-edge companies are discovering that intelligent automation (IA) can bring so much more to the table. With intelligent automation, you can create fully automated end-to-end processes capable of operating, learning, and adapting, entirely on their own.
Artificial intelligence
Artificial intelligence (AI) is the central technology behind intelligent automation. AI itself uses various supporting technologies, such as machine learning (ML) and deep learning (DL) to analyze copious amounts of structured and unstructured data to identify patterns and develop insights that can then be applied to predict future outcomes.
Robotic process automation
While AI is the primary decision engine in intelligent automation technology, it is not the only technology capable of taking independent action. Robotic process automation (RPA) incorporates software ‘bots’ to complete specific tasks. Although most RPA bots are designed to perform repetitive or simple functions, they can be enhanced with insights gained from AI to improve their effectiveness and allow them to learn new processes.
Low-code application platforms
Low-code application platforms (LCAPs) make it possible for businesses to easily create their own AI-powered apps to further support their organization’s individual IA needs. Top LCAPs combine intuitive user interfaces with drag-and-drop coding and other support tools to decrease app development time and empower businesses with perfectly customized software solutions.
Autre technologies
Although AI, RPA, and LCAP are the most integral components, there are other technologies that are also utilized in intelligent automation. These include:
Business process management (BPM)
BPM helps automate workflows for improved consistency, accuracy, and agility Unlike other automation approaches that target specific tasks, BPM takes a holistic view of the entire process, ensuring seamless integration across multiple systems and teams.
Computer vision
Computer vision tools such as document processing enable computer systems to identify and gather information from images, videos, and other inputs.
Natural language processing (NLP)
NLP allows computers to understand spoken or written language in a natural way, incorporating real-world input to help the machine better discern the meanings in human communications.
Process mining
Process mining places business processes themselves under the x-ray machine. This approach uses data analysis to identify weaknesses or inefficiencies and further enhance existing processes.
Read this ebook to learn more about including Robotic Process Automation in your toolbox, including:
- Why automation is more than just a niche business tool
- How to keep people at the center of hyperautomation
- The benefits of upgrading the production line with RPA
Because RPA is so essential to effective intelligent automation, the two terms are sometimes confused or used interchangeably. However, the reality is that RPA and IA are not the same thing. You can think of RPA as the soldiers on the ground, while IA is the commander making the strategic decisions. RPA is most effective when it is mimicking and learning from human actions. It generally operates within rule-based activities, such as reading, entering, sharing, and extracting data.
IA takes a higher-level approach. Simulating human intelligence and focusing instead on end-to-end process, IA is capable of bringing automation into the realm of strategy, streamlining and improving an organization's decision-making capabilities. When used in concert, both RPA and IA can benefit from and build upon each other’s strengths.
The components listed above operate together to produce IA solutions that go beyond basic RPA and traditional automation. Rather than limiting automation to conventional rule-based tasks, intelligent automation makes it possible for you to automate more complex activities, including those that have long relied on human judgment.
To facilitate this, intelligent automation follows these basic steps:
- Identify automation opportunities
IA begins with an evaluation of the current processes and workflows within your organization. This is to identify areas where automation can bring the most value. Focus on repetitive, time-consuming tasks that require significant manual effort but are critical to overall operations.
- Understand current workflows
Next, map out and analyze your existing workflows. This is an essential precursor to automation, as it helps uncover inefficiencies, bottlenecks, or outdated procedures that could be streamlined or improved through. Clear understanding ensures a smoother transition to automated systems. workflow.
- Choose the right tech
Select the tools and technologies that best fit your organization's unique needs (leveraging RPA for repetitive tasks, AI for predictive decision-making, etc.).
- Design
Once the right tools are selected, create a detailed design for how intelligent automation will be integrated into your workflows. This includes setting clear objectives, defining process parameters, and designing the user experience to support adoption.
- Implement
With the groundwork laid and all the essential technologies in place, begin implementation. This involves integrating automation into your systems, connecting data sources, and configuring processes to ensure functionality across all relevant areas of the business.
- Test and optimize
Before full deployment, rigorously test the automated systems to identify any issues or inefficiencies. Use insights gained during testing to fine-tune processes and enhance overall performance, ensuring the solution is both reliable and scalable. Continue to refine your automations for as long as they are in use. Regularly monitoring performance and gathering feedback helps identify new opportunities for improvement and ensures that your automations adapt to evolving business needs.
Simply put, IA marries the cognitive prowess of artificial intelligence with the operational strength of automation to redefine business processes. It encompasses the full automation journey, allowing for fluid interactions between humans, systems, and data. By leveraging advanced AI technologies, IA is able to handle unstructured data and complex, non-linear workflows—setting up actions based on insights, guiding the execution of process steps, and evaluating outcomes to provide ongoing feedback. Intelligent automation creates a continuous learning cycle that perpetually refines and enhances operational efficiency.
Because intelligent automation expands on upon the capabilities of RPA to apply automated, accurate decision making to virtually any scenario, it brings with it several key advantages:
One of the top advantages of automation is that it ensures that specific activities are accomplished following the exact same processes every time, while also integrating with reliable data to ensure accuracy. Intelligent automation brings this advantage to complex processes that require more thought and adaptability than traditional manual tasks.
As more and more regulatory policies become law, businesses in every industry must take a comprehensive approach to compliance. IA applies unmatched accuracy and consistency to compliance-related tasks, protecting the business from risks associated with noncompliance.
Employees are happiest when they have the tools they need to perform well. Intelligent automation empowers employees with support to streamline their tasks, accomplish more, and make informed decisions.
Because IA has the capacity to improve essentially every aspect of your business, it also directly impacts the customer experience. Products can be released faster and with fewer issues, queries and support tickets can be addressed more accurately and quickly, and user needs can be more fully understood and met.
Because intelligent automation replicates the decision-making processes of actual human employees, there are few limits to its potential applications. Most industries either have already begun incorporating intelligent automation into their processes or are currently preparing to do so. Examples of business areas that have benefitted from intelligent automation include:
IA makes it possible for automotive manufacturers to streamline workflows across production, procurement, and beyond. By integrating processes across the board, IA supports end-to-end automation for greater efficiency and cohesion throughout operations.
Financial institutions are well suited to benefit from intelligent automation, such as operations and processes involving fraud detection, loan processing, and compliance.
So much of healthcare depends on patients and providers being able to communicate effectively, so patient data management and EMR processing could stand to benefit from IA. There is also the potential for AI-drive diagnostics and care.
Intelligent automation may be applied towards optimizing research data management and accelerating drug development processes. By automating the analysis of large datasets and simulating outcomes, IA helps scientists make precise, data-driven decisions faster, enhancing innovation and efficiency in drug discovery and clinical trials. Additionally, IA assists in regulatory compliance by ensuring that all processes adhere to industry standards.
Intelligent automation optimizes critical insurance processes such as policy issuance and renewals, enabling faster and more accurate handling of customer requests. It enhances fraud detection by analyzing patterns in claims data and identifying anomalies in real time. Additionally, IA improves customer service by automating routine inquiries and providing more personalized responses.
Transportation and shipment routes have a significant impact on business profitability. IA brings together all relevant information to plan the most optimal shipment, delivery, and transportation routes. Additionally, as AI drones and self-driving cars become more common, intelligent automation will play an influential role in ensuring products and people reach their destinations safely.
Intelligent automation plays a key role in modernizing government operations. It supports tasks such as processing applications, managing public records, and analyzing large datasets to help inform policy planning. IA likewise enhances public services by handling basic inquiries and expediting service delivery, allowing agencies to allocate resources more effectively and address citizen needs more responsively.
At its heart, intelligent automation exists to make things easier for you and your organization. As such, when selecting an IA solution for your business, you should prioritize those options that represent the least amount of friction while still providing essential services and comprehensive capabilities. And, naturally, you will need to include budgetary limitations in your decision-making process.
To help you find the IA solution that best fits your need, consider the following:
Security and privacy
No new technology is worth risking sensitive data, and that means powerful security and privacy protocols should be non-negotiable. Choose a platform that employs advanced data encryption, identity and access management (IAM), and secure data storage solutions to protect sensitive information and ensure user privacy.
Compliance
Closely linked with security, effective compliance measures help protect your business from steep legal and financial penalties. A compliant IA platform aligns with regional and international standards and regulations, ensuring that your automation efforts meet all necessary legal requirements.
Cloud-native architecture
If scalability and flexibility are priorities, a cloud-native architecture will allow your IA system to grow and adapt alongside your business. Such platforms offer cost-effective scalability, high availability, disaster recovery options, and continuous updates that can significantly reduce overhead costs associated with infrastructure and maintenance.
Integration capabilities
Generative AI (GenAI) enhances an IA platform's ability to automate complex tasks that require human-like ingenuity. Although this powerful technology can accomplish tasks that would have been considered impossible for AI only a few years ago, it can also represent potential risk—any GenAI solution should include governance and guardrails to ensure responsible use, while allowing natural language interaction to automate processes, generate content, and extract actionable insights from dense documents.
Scalability
Scalability is a top consideration in IA, enabling systems to handle increased workloads as organizations grow. Solutions must be capable of adapting to rising demands—whether by processing higher data volumes, supporting additional users, or managing more complex workflows. By leveraging scalable technologies, businesses can ensure that their automation capabilities evolve alongside their operational needs, maintaining efficiency and effectiveness even during periods of rapid expansion.
Cost
As previously stated, your budget will likely be a top concern as you compare possible IA options. But while initial cost considerations are important, also evaluate the total cost of ownership, which includes ongoing expenses like updates, maintenance, and scalability needs. Considering the potential ROI will also help you determine how effectively the IA will ‘pay for itself.’ Remember: a solution that seems inexpensive upfront may not always offer the best long-term value.
Support and training
To maximize the benefits of an IA solution, your people need to know how to get the most out of it—and this requires effective training and comprehensive support options. Ensure that the provider offers user-friendly education materials, a responsive support team, and extensive resources to facilitate a smooth transition and continuous learning.
For as long as digital automation has existed, leaders and employees have anticipated a time when automated systems could finally take a more strategic role in decision making. IA is making that dream a reality, and as new and improved technologies further bridge the cognitive gap between human and machine, these capabilities will only increase.
What does the future of intelligent automation look like? Here are several trends worth watching in the coming years:
- Many tedious aspects of white-collar employment will become fully automated.
- Collaborative robots will be increasingly deployed in work settings.
- Formerly resistant industries will begin adopting RPA technologies.
- There will be an increased focus on automated software testing to improve quality and time to market.
- Businesses will begin to rely more heavily on NLP and conversational AI for both customer- and internal-facing processes.
- Staff shortages will create less of a negative impact as automated technologies become capable of performing more employee tasks.
- Businesses will utilize more low-code development solutions to create software better suited to their needs.
- Personalization
Intelligent automation has the capacity to completely change how businesses operate. IA promises a world of increased business efficiency, where every action is streamlined and every decision is based on the correct data analysis. But making that jump to truly cognitive automation demands the right tools and support. The ServiceNow Workflow Data Fabric is the answer.
Built on the industry defining ServiceNow AI Platform®, Workflow Data Fabric strengthens intelligent automation by making enterprise data accessible in real time across systems, applications, and teams, eliminating the need for manual data transfers and fragile, one-off integrations. This consistent access to live, contextual data improves decision accuracy, supports AI-driven actions, and helps automation scale more effectively across the organization. By unifying automation and data on a single platform, businesses can respond faster and continuously refine their processes.
For the comprehensive approach to intelligent automation, look no further than ServiceNow. Schedule a demo to learn more about Workflow Data Fabric and the Now Platform, and get ready to see how intelligent the right approach to automation can be.