{"id":8563,"date":"2023-02-14T07:28:00","date_gmt":"2023-06-06T07:28:21","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8563"},"modified":"2026-03-16T05:44:27","modified_gmt":"2026-03-16T05:44:27","slug":"what-is-intelligent-automation","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/what-is-intelligent-automation\/","title":{"rendered":"Supercharge Your Automation for Bigger Cost Savings and 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, the biggest cost savings, long-term growth, or the greatest efficiency. What is? Intelligent automation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"what-is-intelligent-automation\"><span>What is intelligent automation? <\/span> <\/h2>\n\n\n\n<p>Intelligent automation combines <a href=\"https:\/\/www.mulesoft.com\/resources\/api\/what-is-robotic-process-automation-rpa?_gl=1*8vxk1q*_ga*MTk2NjI3ODExNS4xNjY0OTIzNDg1*_ga_3VHBZ2DJWP*MTY3Mjg3ODE0MS4xNjYuMC4xNjcyODc4MTQxLjAuMC4w\" target=\"_blank\" rel=\"noopener\">robotic process automation (RPA)<\/a>, artificial intelligence (AI), analytics, data, and more to create an end\u2013to\u2013end 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>.<\/p>\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<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\"><div class=\"wp-block-quote-article is-style-plain\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-style-plain has-black-color has-text-color has-large-font-size is-layout-flow wp-block-quote-is-layout-flow\" style=\"font-style:normal;font-weight:200\">\n<p>Deliver success now<\/p>\n<cite>Learn how the right technology investments help you <br>increase efficiency, improve results, and lower costs.<br><br><\/cite><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fin%2Fblog%2Fwhat-is-intelligent-automation%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Supercharge%20Your%20Automation%20for%20Bigger%20Cost%20Savings%20and%20Efficiency\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Supercharge%20Your%20Automation%20for%20Bigger%20Cost%20Savings%20and%20Efficiency&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fin%2Fblog%2Fwhat-is-intelligent-automation%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fin%2Fblog%2Fwhat-is-intelligent-automation%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Supercharge Your Automation for Bigger Cost Savings and Efficiency\" https:\/\/www.salesforce.com\/in\/blog\/what-is-intelligent-automation\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"start-now\"><span>Start now <\/span> <\/h2>\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=\"noreferrer 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.<\/p>\n\n\n\n<p>Some examples:<\/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 <\/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. <\/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\u2019ve 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<h2 class=\"wp-block-heading has-large-font-size\" id=\"intelligent-automation-provides-context\"><span>Intelligent automation provides context <\/span> <\/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.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/in\/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 how companies automate interactions with partners and customers.<\/p>\n\n\n\n<p>We are in the relatively 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"how-to-identify-new-intelligent-automation-opportunities\"><span>How to identify new intelligent automation opportunities <\/span> <\/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.<\/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.<\/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.<\/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 that had higher manual activity and rework rate. This insight led to the development of a maintenance automation solution using a combination of <a href=\"https:\/\/www.salesforce.com\/in\/artificial-intelligence\/rpa-robotic-process-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">RPA<\/a>, business process management (BPM) workflow automation, and 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, a $46 million sales risk mitigated, and 7% improvement in net promoter score.<\/p>\n\n\n\n<p>Process intelligence is beneficial in three ways:<\/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 automates automation. <\/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. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"what-you-need-to-think-about\"><span>What you need to think about <\/span> <\/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.<\/p>\n\n\n\n<p>McLarty, who works closely with customers on their digital transformations, suggested these first steps:<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"consider-the-end-to-end-customer-experience\"><span>Consider the end-to-end customer experience <\/span> <\/h2>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/in\/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 and automate just that one element.<\/p>\n\n\n\n<p>Real-time, connected data is a game changer in contextual automation. <a href=\"https:\/\/www.salesforce.com\/in\/products\/genie\/overview\/\" 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. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"consider-the-technology-that-underpins-a-great-solution\"><span>Consider the technology that underpins a great solution <\/span> <\/h2>\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.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/in\/products\/integration\/overview\/\" target=\"_blank\" rel=\"noopener\">MuleSoft<\/a> is the enabling technology connecting data from any system or channel.<\/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.<\/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.<\/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<\/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\">Exceed customer expectations and unlock productivity<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Explore <a href=\"https:\/\/www.salesforce.com\/in\/products\/integration\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mulesoft <\/a>now<\/p>\n\t\t\t\n\t\t\t\t\t\t\t\t\t\t\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\/in\/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\/in\/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\/in\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Companies that move beyond the pilot phase of intelligent automation have seen huge cost benefits.<\/p>\n","protected":false},"author":1,"featured_media":8562,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"433076ca5cc346639f7b0c418bd0c0c4","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[561],"sf_content_type":[],"coauthors":[578],"class_list":["post-8563","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-marketing-automation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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