AI Workflow Automation: What’s in it for You?

Joining the AI Workflow Automation Revolution

Whatever your size or industry, automating workflows with AI will permanently and profoundly change the paradigm of how your enterprise services function. The revolution is now on at full force and gaining momentum. More than anywhere else, the AI workflow automation revolution is sweeping the strategic business decision-making that affects the productivity and long-term efficiency of an enterprise.

Putting AI on your side to eliminate the tedium and time-consumption of repetitive tasks across service desks, tech support, HR and many service-centric departments will improve both internally within an organization to boost employee satisfaction and productivity; but also externally with customers for improved customer engagement and experience. 

Automate to Optimize and Streamline Your Workflows

AI Workflow Automation simplifies and improves existing business processes that are often manual and human-dependant. What does that mean? For one, it allows for the encoding of more processes into systems with AI and automation, which can then be efficiently performed autonomously. Only recently, as more processes become encoded into these systems, the automating of workflows was becoming a staple for enterprises embarking on their digital transformation journeys. With the ruthless onset of the COVID-19 pandemic, AI Workflow Automation flashed from a popular trend to a dire emergency. Survival itself became an issue for many businesses, and that meant moving faster to optimize workflows than had ever been imagined as the staggering consequences of the pandemic began to impact the economy.  

A year down the line, and under unrelenting pressure, AI Workflow Automation has emerged as an almost incalculably powerful engine of opportunities to thrive and grow. First of all, it simplifies workflows by improving the efficiency of your existing processes. Optimizing these workflows and streamlining operations demand accurate, relevant data—and aggregating that data manually was never an option, given the volumes of information residing online and offline. So AI and machine learning naturally have become the only actionable avenues to workflow automation.

Automate Repetitive, Manual Service Desk Tasks

Ever since business gained the ability to aggregate and organize data quickly—and even before the digital era—it became apparent that redundant, repetitive manual tasks were a major roadblock to competitiveness, agility, accurate prediction-making, and forecasting for growth. The need to streamline processes is nothing new and even pre-dated (and inspired) the Industrial Revolution.

Manual, repetitive tasks waste time and the human spirit, trapping people in morale-destroying ruts and raising the incidence of error. So early on, a top priority emerged to automate as many menial tasks as possible. Using mass data to automate tasks and processes has proven the best route to survival, productivity, and growth. Digital recording and storing of information naturally gave rise to fertile new ideas for manipulating that information in a dizzying range of ways. 

Today, the resulting responsive, flexible workflows can adapt in near real-time even to unexpected changes and fast-rising new demands—fostering efficiency and productivity. AI Workflow Automation improves user productivity up to ten times. 

Putting AI Workflow Automation to Work for You

The recipe for achieving AI Workflow Automation has three major ingredients:  

  • Recognize patterns from your big data
  • Make decisions about the goals you want to reach based on this recognition 
  • Take action 

These simple instructions call for some strategic and innovative thinking. But there are markers along the way to help guide your decision-making. For one, in today’s vast and dynamic global marketplace, the omnichannel has taken unchallenged command of communications, enabling accessibility to customers across the enterprise at every touchpoint, both online and offline. Not only is the omnichannel (web portal, chat, email, voice, and mobile apps) vital to sales and service—it is key to gaining and retaining customers and partners.

Conversational RPA

This is where Conversational RPA becomes indispensable to conversational automation and workflow automation, enabling users to get the quick attention and answers they need and expect through natural language interaction. Conversational RPA is the route for users to participate, contribute, and make progress. The best part is, recent advances in Conversational RPA enables automation of workflows for a natural omnichannel user experience over a convenient Conversational AI interface.

Creating such efficient workflows would be impossible without AI-driven software and machine learning. AI-powered workflow automation offers the enterprise, from casual users to C-level, the ability to streamline and automate complex tasks and actions and make better decisions.  

Automating IT Workflows and Business Processes

In addition to the omnichannel, AI Workflow Automation supports IT services by enabling real-time self-service with quick solutions to common issues. Self-service with Conversational AI and RPA lets users problem-solve in far less time than they would spend with an agent. A sophisticated system like Aisera’s AI Service Desk expedites contact with a human agent if an issue can’t be solved by self-service, delivering a superior user experience. Agents are relieved of the tedium and monotony of helping users with password resets and other mundane matters and can put their skills to use on higher-value tasks. Practically speaking, ticket volumes decline dramatically while user satisfaction scores rise. Agents can engage customers in more productive conversations and register higher morale as well with consequent drops in attrition rates and a brighter operations picture overall from loyalty and job satisfaction. 

Business processes are the foundation of an organization. These processes are so common and ubiquitous that people take them for granted. But they actually generate the rich repository of encoded data that AI uses as its foundational resource.  

AI and machine learning give all this the value of intelligence. AI can process mass data from a wide range of structured and unstructured sources in different formats and languages. Intelligent, AI-enabled business processes improve service to customers, partners, suppliers, and employees, moving away from rigidly defined workflows to true AI Workflow Automation—highly intelligent and autonomous.  

Enterprises today are continuously evolving to remain competitive and to thrive in a multifaceted environment. AI enables machine learning to self-educate continually over time to ensure constantly optimizing outcomes. 

The Path to AI Workflow Automation

In summary, when you consider AI Workflow Automation, first identify your goals—are they cost-related? Engagement and employee satisfaction related? Efficiency-related? Then define the roles that your team members play in your adoption: what they are in charge of, and what their respective responsibilities are. And lastly, make sure that everybody understands these goals and responsibilities as you move into the new terrain of AI Workflow Automation.

Set KPIs to evaluate how well your project is moving toward fruition: are process times falling in comparison to previous methods, for example? Decide on your measurements of success. AI is the route that will take you from Robotic Process Automation (RPA) and its scripts to an advanced communications system that simulates an actual human interaction with dazzling accuracy. Powered by advanced Natural Language Processing (NLP) and Natural Language Understanding (NLU), Conversational RPA and AI Workflow Automation are actually advanced and sophisticated enough now to simplify every life they touch.

To learn more, visit Aisera’s Workflow Automation solutions here.

Additional Resources