Today’s connected customers expect accurate, instant responses on their preferred channel, 24/7. And they increasingly prefer natural, unstructured communication types like email, messaging or social media. As a result, companies are being forced to upgrade their customer experience management. They need systems that can cope with huge volumes of physical and digital communication, and can process customer queries quickly and accurately. 

Intelligent automation (IA) refers to a mix of technologies that allow companies to automate complex tasks at scale. It typically involves a combination of robotic process automation (RPA) – where software robots mimic repetitive tasks such as entering data from one spreadsheet to another – and artificial intelligence (AI). The addition of advanced cognitive technologies, like visual recognition, natural language processing (NLP), and semantic understanding, enables IA to comprehend document content e.g. a customer email. Companies are taking a strategic approach to IA and using it as an engine to power their business processes in a number of areas.

Learn more about RPA and IA in our Whitepaper