{"id":59583,"date":"2023-01-11T10:58:25","date_gmt":"2023-01-10T23:58:25","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=59583"},"modified":"2023-12-13T12:02:52","modified_gmt":"2023-12-13T01:02:52","slug":"what-is-intelligent-automation","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/what-is-intelligent-automation\/","title":{"rendered":"How To Supercharge Your Automation for Bigger Cost Savings and More Efficiency"},"content":{"rendered":"\n<p>Chances are your company has already spent time and money automating business processes that were once done manually. But that\u2019s not enough to deliver the best customer experiences, biggest cost savings, long term growth, or greatest efficiency. What is? Intelligent automation.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-intelligent-automation\">What is intelligent automation?<\/h2>\n\n\n\n<p>Intelligent automation combines <a href=\"https:\/\/www.mulesoft.com\/resources\/api\/what-is-robotic-process-automation-rpa\" target=\"_blank\" rel=\" noopener\">robotic process automation <\/a>(RPA), artificial intelligence (AI), analytics, data, and more to create an end\u2013to-end process that can learn and adapt on its own. Organisations that have already moved beyond piloting intelligent automation achieved an average cost reduction of 32%, according to <a href=\"https:\/\/www2.deloitte.com\/us\/en\/insights\/focus\/technology-and-the-future-of-work\/intelligent-automation-2022-survey-results.html?id=us:2sm:3ab:digb164901:eng:abt:071322&amp;pkid=1008342&amp;dysig_tid=d4bac35ccc2941a4a74f15b5babc10bb\" target=\"_blank\" rel=\" noopener\">Deloitte\u2019s most recent automation survey<\/a>.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/SCGangctwqDAgjbqBb6xjx.jpg\"  data-uuid=\"SCGangctwqDAgjbqBb6xjx\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><figcaption class=\"wp-element-caption\">[VIDEO] Watch Salesforce VP of Marketing ANZ Renata Bertram, <a href=\"https:\/\/www.bizcover.com.au\/\" target=\"_blank\" rel=\" noopener\">Bizcover&#8217;s<\/a> Bradley Hoyle and GM and CEO of Mulesoft Brent Hayward discuss how businesses can enable intelligent automation.<\/figcaption><\/figure>\n\n\n\n<p>Here we\u2019ll cover how you can cross that chasm, and how your business benefits once you do.<\/p>\n\n\n\n<p>Two-thirds of companies have <a href=\"https:\/\/www2.deloitte.com\/us\/en\/insights\/focus\/technology-and-the-future-of-work\/intelligent-automation-2022-survey-results.html?id=us:2sm:3ab:digb164901:eng:abt:071322&amp;pkid=1008342&amp;dysig_tid=d4bac35ccc2941a4a74f15b5babc10bb\" target=\"_blank\" rel=\" noopener\">implemented some task-based automation<\/a>, which is the fairly simple automation of a single process within one business unit. For example, creating a service ticket, automatic credit approval, or automated email promotions.<\/p>\n\n\n\n<p>According to Matt McLarty, global field CTO and VP of the digital transformation office at Mulesoft, the task-based automations used at many companies today aren\u2019t reusable, scalable, or sustainable enough to deliver the value that\u2019s so important right now. That\u2019s because they lack the context and sophistication that businesses need to truly transform their business and serve customers better.&nbsp;<\/p>\n\n\n\n<p>Some examples:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>a chatbot that doesn\u2019t recognise a customer or their order history, and offers automated responses that don\u2019t address the customer\u2019s problem&nbsp;<\/li>\n\n\n\n<li>a meal kit service that can\u2019t say why your box hasn\u2019t been delivered because it has no visibility into the logistics provider<\/li>\n\n\n\n<li>an automated HR system that\u2019s siloed from an employee success system.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>\u201cA lot of the RPA solutions are very much focused on recording how a process works, and automating it,\u201d McLarty said. \u201cBut if there\u2019s an exception in that process, as there often is, all you&#8217;ve done is delay solving the problem by putting a bot between me and the person who will actually resolve my issue.\u201d<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-newsletter-signup prevent-bottombar-overlap layout layout-automation\" >\n\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-newsletter-signup__title\">\n\t\t\tGet articles selected just for you, in your inbox\t\t<\/h2>\n\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/au\/form\/other\/blog-newsletter\/?d=7013y000000ZfAjAAK&#038;nc=7013y000000ZfAoAAK\" class=\"wp-block-salesforce-blog-newsletter-signup__cta btn btn-lg btn-primary\" target=\"_blank\">\n\t\t\tSign up now\t\t<\/a>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-intelligent-automation-provides-context\">Intelligent automation provides context <\/h2>\n\n\n\n<p>Intelligent automation provides context around your data so you get a deeper understanding of what\u2019s happening. The context, which gleans meaning from images, text, and speech, detects patterns and can make recommendations, predictions, and decisions.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/products\/genie\/overview\/\" target=\"_blank\" rel=\" noopener\">Real-time connected data<\/a> is a key to contextual automation, whether it\u2019s internally automated business processes, or the ways in which companies automate interactions with partners and customers.&nbsp;<\/p>\n\n\n\n<p>We are in the relative early stages of this advanced automation, but it\u2019s on the radar of many organisations. Deloitte\u2019s survey found that AI is the next most desirable automation technology, with 46% planning to implement it in the next three years.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-identify-new-intelligent-automation-opportunities\">How to identify new intelligent automation opportunities <\/h2>\n\n\n\n<p>Once a company has delivered a handful of automations, the dividends tend to level off. That\u2019s because the company is not able to easily identify new processes to automate, said Joe Surprenant, sales leader across Deloitte\u2019s AI and Data Ops practices. Companies need to mine their data and processes to uncover these new opportunities.&nbsp;<\/p>\n\n\n\n<p>\u201cOnce you\u2019ve exhausted heat maps and the idea box from process owners, you need a hybrid approach that includes both digital discovery tools and process expertise to identify the gaps,\u201d he said.&nbsp;<\/p>\n\n\n\n<p>The technology that makes that possible is called <a href=\"https:\/\/blogs.mulesoft.com\/digital-transformation\/processes-to-qualify-for-rpa\/\" target=\"_blank\" rel=\" noopener\">process intelligence<\/a>. It\u2019s the data that\u2019s collected to analyse the individual steps within a process or workflow, and can help an organisation identify bottlenecks and improve efficiency. While only about one in five companies surveyed by Deloitte use process intelligence (PI) today \u2014 several companies develop PI technologies \u2014 it is a fast-growing sector.&nbsp;<\/p>\n\n\n\n<p>\u201cProcess intelligence has opened up the eyes of many of our clients to show them things they did not know,\u201d Surprenant said. For example, he said, one large company used process mining technology to analyse its end-to-end direct material purchasing process. The analysis identified steps in the purchase order maintenance process which had a higher manual activity and rework rate. This insight led to the development of a maintenance automation solution using a combination of RPA, business process management (BPM) workflow automation, and&nbsp; analytics, ultimately driving $40 million in annual savings.<\/p>\n\n\n\n<p>Another retail client used PI to uncover the root cause of a disconnect between the sales, payment, delivery, and return functions within its supply chain. These insights were leveraged to create a consolidated customer journey app to quickly trace and resolve issues across these functions. This led to a 23% reduction in order returns, $46 million sales risk mitigated, and 7% improvement in net promoter score.&nbsp;<\/p>\n\n\n\n<p>Process intelligence is beneficial in three ways:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It digitises and accelerates the discovery of automation use cases. In effect, it&nbsp;automates automation.&nbsp;<\/li>\n\n\n\n<li>It provides an additional data point for what some business users suspect may be an area ripe for automation.<\/li>\n\n\n\n<li>It saves companies the time and money of hiring consultants to interview process owners to identify automation opportunities.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-you-need-to-think-about\">What you need to think about<\/h2>\n\n\n\n<p>Implementing more sophisticated, contextual automation is about much more than technology. Success requires a fundamental rethinking and re-engineering of your processes, all centred around your customers\u2019 needs.&nbsp;<\/p>\n\n\n\n<p>McLarty, who works closely with customers on their digital transformations, suggested these first steps:&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-consider-the-end-to-end-customer-experience\">Consider the end-to-end customer experience<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/guides\/customer-transformation-playbook-changing-company-mindsets\/\" target=\"_blank\" rel=\" noopener\">Map the entire customer experience<\/a>, from end to end, how all those pieces are interconnected, and what customers need at each step. Most companies, he said, consider just one piece of the puzzle \u2014 commerce, service, or marketing, for instance \u2014&nbsp;and automate just that one element.&nbsp;<\/p>\n\n\n\n<p>Real-time, connected data is a game changer in contextual automation. <a href=\"https:\/\/www.salesforce.com\/blog\/what-is-salesforce-genie\/\" target=\"_blank\" rel=\" noopener\">Next-generation customer data platforms<\/a> integrate data from every customer interaction, from any system, channel or data stream, into a unified customer profile. Having this 360-degree view helps you see your customers in totality. For example, it helps you see how a service interaction with a customer impacts a marketing promotion for that customer.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Meet your customers where they are, like never before <\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">With a real-time CRM, you can connect all customer data at scale, from any system or device, and harmonise it into a single view. <\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/products\/genie\/overview\/\">See it in action<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-consider-the-technology-that-underpins-a-great-solution\">Consider the technology that underpins a great solution <\/h3>\n\n\n\n<p>Is your technology repeatable and scalable? You should seek tools that can uncover different processes to automate in your organisation. These tools extract the metadata from the process, and turn it into an automated workflow.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/products\/integration\/products\/mulesoft-composer\/\" target=\"_blank\" rel=\" noopener\">MuleSoft<\/a> is the enabling technology connecting data from any system or channel.&nbsp;<\/p>\n\n\n\n<p>\u201cThe automated solution has to have connections into the predictive analytics that are synonymous with artificial intelligence and all the data sources, so it can tell you everything you need to know,\u201d said McLarty.&nbsp;<\/p>\n\n\n\n<p>It\u2019s hard to overstate how transformative AI-based contextual automation will be. Surprenant said it will be equivalent to the cloud.&nbsp;<\/p>\n\n\n\n<p>\u201cWe\u2019re not there yet,\u201d he said. \u201cBut when we get over the curve to where companies are automation-first when they design business processes, and they\u2019re truly embracing a digital worker mindset, it will be as big if not bigger than cloud.\u201d&nbsp;&nbsp;<\/p>\n\n\n\n<div class=\"layout-astro wp-block-salesforce-blog-related-trail\">\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__cloud\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-cloud-layout-astro.png\" alt=\"\">\n\n\t\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__background\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-background-layout-astro.png\" alt=\"\">\n\n\t<div class=\"related-trail__wrapper\">\n\t\t<div 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class=\"related-trail__eyebrow\">Trail<\/div>\n\t\t\t<p class=\"related-trail__trail-title h3\">Get to know Data Cloud<\/p>\n\t\t\t<p class=\"related-trail__trail-description\"><\/p>\n\t\t\t<div class=\"related-trail__actions\">\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 10 10\" aria-hidden=\"true\"><path fill=\"#747474\" fill-rule=\"evenodd\" d=\"m4.93.69.88 2.88c.04.12.16.18.27.18h2.89c.29 0 .4.38.17.56L6.79 6.04c-.1.07-.13.2-.1.32l1.12 2.96c.08.27-.2.5-.44.33L4.85 7.77c-.1-.08-.23-.08-.34 0L1.97 9.65a.29.29 0 0 1-.45-.33L2.6 6.36a.3.3 0 0 0-.1-.32L.17 4.3c-.23-.18-.1-.56.17-.56h2.89c.13 0 .23-.04.27-.18l.9-2.9c.08-.27.46-.25.54.02Z\" clip-rule=\"evenodd\" \/><\/svg>\n<\/div>\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 9 5\" aria-hidden=\"true\"><path fill=\"#747474\" d=\"M4.16 4.5.26 0h7.8z\" \/><\/svg>\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__foreground\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-foreground-layout-astro.png\" alt=\"\">\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__parks\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-parks-layout-astro.png\" alt=\"\">\n\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Intelligent automation could be as transformative as cloud computing, and is already helping companies cut costs. We explain what it is and how your business can benefit.<\/p>\n","protected":false},"author":243,"featured_media":60439,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"d9151d4781c342e286c8c8204d7516b4","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2502],"sf_content_type":[],"coauthors":[2771],"class_list":["post-59583","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-automation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How intelligent automation brings next-level efficiency to your org | Salesforce<\/title>\n<meta name=\"description\" content=\"Companies that move beyond the pilot phase of intelligent automation have seen huge cost benefits. Here&#039;s what you need to know.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/what-is-intelligent-automation\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How To Supercharge Your Automation for Bigger Cost Savings and More Efficiency\" \/>\n<meta property=\"og:description\" content=\"Intelligent automation could be as transformative as cloud computing, and is already helping companies cut costs. 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