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Why Intelligent Automation

Enabling your journey to a seamless Unified Enterprise

Our Vision – a Unified Enterprise

A unified enterprise leverages a suite of digital services and frameworks, powered by an Intelligent Automation platform, to create a next-generation target operating model.

A unified enterprise delivers seamless enterprise-wide process operations, pivoting around three core areas: customer, suppliers, and employee’s end-to-end journeys across all areas of the business.


Benefits of an Intelligent Automation platform

An Intelligent Automation platform re-shapes customers, supplier and employee engagements creating new areas of value, moving away from the old methods and models of operation, be it offshore labour arbitrage to multi-sourcing and single vendor suppliers.

The new outcomes model, under pinned by an AI-enabled Intelligent Automation creates new agile outcomes when the underlying processes are digitally automated, connected and collaborative.

A modern cloud based Intelligent Automation platform provides an enterprise-wide System of Engagement (SoE) layer connecting people, process and technology into a single unified domain.

This SoE layer enables structured and unstructured data to be combined to generate relevant and meaningful insights, leading to improved strategic decision-making, process improvements and business outcomes.

An Intelligent Automation platform provides the future underbelly of Hyperautomation services. This helps organisations transform information intensive business processes by reducing errors, manual work activities, minimising costs and improving customer experience.

Combined with technological advancements in process automation, including:

  • Artificial Intelligence (AI) technologies Machine Learning (ML)
  • Natural Language Processing (NLP), cognitive computing (CC)
  • Smart Workflows (SW)
  • Smart Analytics (SA)
  • Robotic Process Automation (RPA)

to deliver dramatic results that mitigate compliance and risk while increasing, efficiencies, profitability and growth.

The primary benefit of automation is to reduce costs combined with improvements in speed and quality as well as the efficiency of process execution.

Intelligent Automation is extremely efficient and effective by minimising human interventions, which, can and do, create mistakes, errors and delays, all of which can be eliminated.

Process automation solutions can remove many, if not all, of the mundane, repetitive and unsatisfying tasks people perform each day within a business operation.

Intelligent Automation creates extra capacity within individual and teams working day allowing them focus their time on higher value, more rewarding activities increasing job satisfaction and overall wellbeing.

Intelligent Automation and the System of Engagement layer connects every fabric of the people, process and technology domain, increasing the amount of intelligence in the enterprise minimising the need for human intervention.

The end state is one of an AI-enabled Intelligent Automation platform functioning autonomously, learning, predicting, and optimising with minimal human intervention.

The journey to embracing the next-generation operating model

The next generation operating model aims to improve the end-to-end customer journeys and business processes, by applying advanced technologies and sophisticated operational methods.

A next generation operating model is necessary to give companies the ability to move quickly and adapt to changing circumstances.

In general, 20% of end-to-end process journeys account for more than 70% of an organisation’s costs and more than 80% of the customer experience.

Transforming core journeys impacts on every aspect of an organisation. To do so this requires a System of Engagement layer to cut across silos and deliver enterprise wide process improvements.

Customer-centric journey design

Our approach to a Unified Enterprise targets three core areas: customers, suppliers and employees under pinned by the finances of the organisation. We digitally optimise across the front, middle and back office to deliver measurable operational impact and business outcomes using our Visualise, Automate & Unify (VAU) methodology.

To ensure success, in the transformation journey to a unified enterprise, companies need to identify and reframe all of their processes into a comprehensive set of end-to-end journeys.

The critical step in the journey is to consider all processes that directly impact the customer, as well as those supporting the front, middle and back office functions.

It is key to identify the right definition of each journey at the start of the process. This ensures the correct transformation approach is applied.

Failure to do so will risk delivering incomplete and inconsistent experiences across the new customer-centric journeys.

Delivering customer journey projects poses a complex challenge especially when it requires problem solving around new technological challenges, integrations and enterprise wide collaboration.

A successful customer journey transformation will follow agile methodologies, in which high performing, cross functional teams work towards a common, customer-centric vision, relying on real-time decision making, rapid iteration, and solution designs that can be presented and refined continually.

The success of the team relies on having a mix of skill sets to help generate ideas, create prototypes, test them, and then iterate on them.

Many proactive organisations are learning the basics of design thinking and ideation sessions. An 'art of the possible' approach can amplify creative thinking by releasing participants from constraints and inspiring them with possibilities.

An effective ideation session should include four critical elements:

  • Aspiration
  • Inspiration
  • Education on Next Generation capabilities
  • Ideation skills

Bringing it all together to deliver success

The Intelligent Automation platform is at the epi-centre of digital operations. It enables people and digital workers to collaboration to enhance the value chain in terms of productivity, providing a more fulfilling human work experience.

Customers, suppliers and employees demand consumer-grade experiences, used in many of today’s intelligent applications. This new way of working leverages machine learning to adapt to new processes and enhance existing processes creating enhanced efficiency levels across the enterprise.

Key to digital operations is being able to see how they interact with the processes and contribute to the benefits of end to end efficiency.

The ability to leverage AI aligned with digital analytics focussing on the digital steps in the process lifecycle provides predictive and prescriptive insights on the next best decision(s), to maintain a high-performance business.

This level of visibility sits within the capabilities of Intelligent Automation platforms and is a key enabler driving decision making in today’s hyper-connected world.

An Intelligent Automation platform armed with advancements in artificial intelligence technologies continue to push the boundaries by connecting people, processes and technologies forms the basis of future Hyperautomation capabilities creating incremental value across the enterprise.

A Hyperautomation platform makes possible interactions between people and digital workers. This maximises intelligence and insights on-demand, with access to secure, pre-configured services that are ready to use, anytime and anywhere.

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