Intelligent automation

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Short description: Software process that combines robotic process automation and artificial intelligence

Intelligent automation (IA), or intelligent process automation, is a software term that refers to a combination of artificial intelligence (AI) and robotic process automation (RPA).[1] Companies use intelligent automation to cut costs and streamline tasks by using artificial-intelligence-powered robotic software to mitigate repetitive tasks.[1] As it accumulates data, the system learns in an effort to improve its efficiency.[2] Intelligent automation applications consist of but are not limited to, pattern analysis, data assembly, and classification.[2] The term is similar to hyperautomation, a concept identified by research group Gartner as being one of the top technology trends of 2020.[3][4][5]

Technology

Intelligent automation applies the assembly line concept of breaking tasks into repetitive steps to improve business processes.[6] Rather than having humans do each step, intelligent automation can replace steps with an intelligent software robot or bot, improving efficiency.[7]

Intelligent automation integrates robotic process automation (RPA) with artificial intelligence techniques (such as machine learning, natural-language processing, and computer vision) enabling systems to interpret data, make decisions, and adapt to changing inputs.[8] Modern platforms use a layered architecture combining workflow orchestration, low-code tools, integration middleware, and AI services to coordinate bots and data pipelines across organisational systems.[9]

Applications

The technology is used to process unstructured content. Common real-world applications include self-driving cars, self-checkouts at grocery stores, smart home assistants, and appliances.[10] Businesses can apply data and machine learning to build predictive analytics that react to consumer behavior changes, or to implement RPA to improve manufacturing floor operations.[10][11]

For example, the technology has also been used to automate the workflow behind distributing COVID-19 vaccines. Data provided by hospital systems’ electronic health records can be processed to identify and educate patients, and schedule vaccinations.[12]

Intelligent Automation can provide real-time insights on profitability and efficiency. However, in an April 2022 survey by Alchemmy, despite three quarters of businesses acknowledging the importance of Artificial Intelligence to their future development, just a quarter of business leaders (25%) considered Intelligent Automation a “game changer” in understanding current performance. 42% of CTOs see “shortage of talent” as the main obstacle to implementing Intelligent Automation in their business, while 36% of CEOs see ‘upskilling and professional development of existing workforce’ as the most significant adoption barrier.[13][14]

IA is becoming increasingly accessible for firms of all sizes. With this in mind, it is expected to continue to grow rapidly in all industries.[15] This technology has the potential to change the workforce. As it advances, it will be able to perform increasingly complex and difficult tasks.[16] In addition, this may expose certain workforce issues as well as change how tasks are allocated.[17] Tools such as Semrush's AI Visibility Toolkit and Enterprise AIO reflect these developments by analysing how entities are referenced and represented within responses produced by large-language-model-based systems.[18]

Benefits

Streamline Processes:

  • Repetitive manual tasks can put a strain on the workforce, these tasks can be automated to allow the workforce to work on more important matters that require human cognition.[16] Intelligent automation can also be used to mitigate tasks with human error which in turn increases proficiency.[16] This allows the opportunity for firms to scale production without the traditional negative consequences such as reduced quality or increased risk.[17]

Customer Service Improvement:

  • Customer service can be significantly improved, providing the firm with a competitive advantage.[17] IA utilizing chat features allows for instant curated responses to customers.[17] In addition, it can give updates to customers, make appointments, manage calls, and personalize campaigns.[15][16]

Flexibility:

  • Due to the wide range of applications, IA is useful across a variety of fields, technologies, projects and industries.[15] In addition, IA can be integrated with current automated systems in place.[15] This allows for optimized systems unique to each firm to best fit their individual needs.[15]

Capabilities

  • Cognitive automation: Employs AI techniques to assist humans in decision-making and task completion
  • Natural language processing: Allows computers to automate knowledge work
  • Business process management: Enhances the consistency and agility of corporate operations
  • Process mining: Applies data mining methods to discover, analyze, and improve business processes
  • Intelligent document processing: Utilizes OCR and other advanced technologies to extract data from documents and convert it into structured, usable data
  • Computer vision: Allows computers to extract information from digital images, videos, and other visual inputs
  • Integration automation: Establishes a unified platform with automated workflows that integrate data, applications, and devices.

See also

References

  1. ↑ 1.0 1.1 "Businesses Expected to Lean on Automation for Recovery". May 20, 2020. https://www.wsj.com/articles/businesses-expected-to-lean-on-automation-for-recovery-11589967002. 
  2. ↑ 2.0 2.1 Ray, A. (2020). Intelligent automation: A new frontier in capital markets operations. Journal of Securities Operations & Custody, 12(3), 266–277.
  3. ↑ "Gartner Announces Top 10 Strategic Technology Trends For 2020". October 21, 2019. https://www.forbes.com/sites/peterhigh/2019/10/21/breaking-gartner-announces-top-10-strategic-technology-trends-for-2020/#4e6642c44074/. Retrieved November 9, 2021. 
  4. ↑ Myers, Marie. Intelligent Automation: Bridging the Gap between Business and Academia. Chapman and Hall/CRC. ISBN 978-1003804024. 
  5. ↑ "Factory Automation vs Process Automation: Everything You Need to Know" (in en). 23 December 2025. https://mmi-systems.com.sg/2025/12/23/factory-automation-process-automation/. 
  6. ↑ "Succeed and compete with smarter, simpler and faster records management" (in en). 2022-09-19. https://www.unisys.com/solution-brief/bps/succeed-and-compete-with-smarter-simpler-and-faster-records-management/. 
  7. ↑ "Software bots could be the future of business automation". July 20, 2021. https://www.axios.com/digital-workers-business-intelligent-automation-91819070-aeae-4510-b99c-69861cf3b0f8.html. Retrieved November 9, 2021. 
  8. ↑ "What is intelligent automation?". https://www.ibm.com/think/topics/intelligent-automation?utm. 
  9. ↑ Pascal, Bornet (2020). Intelligent Automation: Welcome To The World Of Hyperautomation: Learn How To Harness Artificial Intelligence To Boost Business & Make Our World More Human. WSPC. ISBN 978-9811235597. 
  10. ↑ 10.0 10.1 "Gartner says low-code, RPA, and AI driving growth in 'hyperautomation'". April 28, 2021. https://venturebeat.com/2021/04/28/gartner-says-low-code-rpa-and-ai-driving-growth-in-hyperautomation/. Retrieved November 9, 2021. 
  11. ↑ DEBANJANA, DASGUPTA (2021). Intelligent Automation Simplified: Learn Enterprise Automation, AI-Led Automation, and Robotic Process Automation with Use-cases. BPB Publications. ISBN 978-9391392543. 
  12. ↑ "Notable Health seeks to improve COVID-19 vaccine administration through intelligent automation". February 16, 2021. https://techcrunch.com/2021/02/16/notable-health-seeks-to-improve-covid-19-vaccine-administration-through-intelligent-automation/. Retrieved November 9, 2021. 
  13. ↑ "Two thirds of CEOs don't know where their business makes money, yet most don't see intelligent automation as a way to find out" (in en-GB). 2022-04-27. https://www.automationmagazine.co.uk/two-thirds-of-ceos-dont-know-where-their-business-makes-money-yet-most-dont-see-intelligent-automation-as-a-way-to-find-out/. 
  14. ↑ "Intelligent Automation" (in en-US). https://alchemmy.com/intelligent-automation/. 
  15. ↑ 15.0 15.1 15.2 15.3 15.4 Hiter, S. (2023). Overview of Intelligent Automation. eWeek, N.PAG-N.PAG.
  16. ↑ 16.0 16.1 16.2 16.3 What is Intelligent Automation? - Intelligent Process Automation Explained - AWS. (n.d.). Amazon Web Services, Inc. Retrieved December 3, 2023, from https://aws.amazon.com/what-is/intelligent-automation/
  17. ↑ 17.0 17.1 17.2 17.3 What is Intelligent Automation? | IBM. (n.d.). Retrieved December 3, 2023, from https://www.ibm.com/topics/intelligent-automation
  18. ↑ "Brands target AI chatbots as users switch from Google search" (in en). https://www.ft.com/content/9cc6cc0b-759f-4b8e-9ed1-9e32ad0fe22f?utm. 



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