Catching up to ambition: What is your automation agility aspiration?

By Lisa Vincent-Morrison

Business process automation always starts with the customer. Customers are at various stages of their digital transformation journey, particularly with regard to their business processes. They are seeking that different, innovative prioritization of what brings speed to value. Aren’t you?

Historically, business process services (BPS) and outsourcing were rather transactional. BPS handled telephony, contact center calls, and back-, middle-, and front-office operations.

Over the past decade, the marketplace has transitioned from manual and paper to digitization. Client focus has been on productivity, cost and labor arbitrage.

Today, new customer performance metrics are providing technology companies with flexibility on how to bring together a strategic ecosystem of partners, intelligent digital automation and the wisdom of crowdsourcing. Companies are now demanding solutions shaped for agility.

Real-time decisions and liquid workforces

With the advent of robotic process automation (RPA) and artificial intelligence (AI), clients can make real-time decisions with palpable transactions — transactions that are more viable, valuable, quicker to implement and of higher quality.

Clients can also access liquid workforces — workforces that are elastic and hybrid human/digital; workforces that are re-skilled to focus on more interesting, valuable work; workforces that can access virtual doppelgängers and crowdsourcing; and even “bring your own workforce” (BYOW). Technology is enabling clients to “swipe right” on labor-based business processes and “like request” intelligently automated processes.

Technology has finally reached the state where it is able to meet customers’ ambitions and aspirations. A new digital platform for robotic process automation as a service can now transform business processes with data discovery robotics. This platform combines cloud and RPA with embedded AI to enhance a company’s business processes. Leveraging AI technologies, the robots are self-learning and can be scaled to meet the demands of the business through a consumption-based model. This is real with DXC Agile Process Automation.

What you should consider

Here are some qualifiers and questions before starting your intelligent digital automation:

  • Diagnostic and assessment: Through an AI-assisted discovery process, can the platform analyze structured and unstructured data, including “dark data,” to give you a real-time, fully transparent, high-definition view of your business process inefficiencies?
  • Advisory: Can the use of such a data-driven business process analysis help you build a transformation roadmap that leverages industry standards and best practices for better business outcomes?
  • Modular automation: Are quicker, deployable modules from global automation factories giving you, as a decision maker, the agility to deliver fast results?
  • Hybrid digital workforce: Are the people, AI and robots fit for your purpose and able to work together as an elastic workforce? Is there a cloud-based automation orchestrator intelligently assigning and optimizing work across your digital workforce?

Implementing intelligent digital automation must be approached judiciously. Detailed planning, with the support of experts in the field, is advised. Don’t simply start automating inefficient behaviors and processes. This will simply drive bad results faster. People and robots respond and perform roles differently.

Start by asking yourself: Do I have an in-depth understanding of my business processes? What are my aspirations and ambition for the deployment of intelligent digital automation in my business?

Learn more about DXC Agile Process Automation.


Lisa Vincent-Morrison is the global portfolio marketing director at DXC. She is responsible for the design, development and execution of go-to-market launches and multi-touch campaigns for DXC Business Process Services. She has held senior level positions in IT for the last 21 years and has worked with executive boards in multiple sectors.

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