Author : Kapil Tyagi
Technical Architect

Kapil Tyagi is a key figure in Espire’s Emerging Technologies Center Of Excellence (CoE) for Robotic Process Automation (RPA) and Conversational AI. He brings on board, in-depth knowledge of the latest trends and advancements in RPA and Conversational AI space, along with over 15 years of experience in application development on Microsoft technology stack.

Automation Now & Beyond The New Normal: Shift To Intelligent Automation

In a world of uncertainty and turbulence, businesses are moving towards technology and digital practices that is helping them cope with present challenges and will help them absorb future shocks. The new normal has created avenues for organizations to come together and leverage technologies to better connect and collaborate with their workforce and accelerate towards digital transformation for not just improving business performance but improving lives as well.

Automation today is playing a pivotal role in our fight with COVID-19 pandemic and is placed to redefine the new normal in the post-COVID era. We have witnessed how automation has helped both businesses, governments and health care professionals through innovations and tools that replaced slow, manual and repetitive workflow into fast, scalable and responsive delivery. Automation is empowering businesses to be creative, agile, flexible and at the same time be compassionate, by augmenting human capabilities and business scope further.

The Intelligent Way To Be Future-Ready

Intelligent automation has arrived as a solution for businesses not just to overcome the present turbulence created by the global pandemic but also to keep them future-ready and crisis proof. The business world is seeing the transformation of Robotic Process Automation into a more responsive, more intelligent and more agile intelligent automation. Intelligent automation with its irrefutable logic, faster speed, better accuracy and more importantly improvised intelligence is the future of automation beyond the new normal.

Accelerating Digital Transformation

The rise of artificial intelligence (AI) with machine learning (ML) and natural language processing (NLP) and their symbiotic relationship with Robotic Process Automation has created newer avenues to accelerate the process of digital transformation and business process automation. Intelligent Automation has restructured manual processes for increased productivity, round the clock availability, freeing staffs from repetitive tasks, dedicating resources for high value work, reducing error and delivering better business decisions.

McKinsey in one of its online surveys of 85 OEMs and users worldwide found that investments in robotics and automations has led to 80% reduction in cost, 55% improvement in quality, 54% increase in productivity and 54% improvement in capabilities of existing robots.

According to a report by Forbes, L’Oréal deployed chatbot and Seedlink AI software to save 200 hours of time while hiring 80 interns out of a pool of 12,000 candidates.

Towards Customer-Centric Intelligent Solutions

Intelligent automation with the help of artificial intelligence and machine learning is taking RPA a step further. Instead of simply performing rule-based task and automated response to an input, intelligent automation goes a step ahead and offers personalized recommendations to customers for effortless customer experience. If a healthcare customer inputs a query for basic insurance information, an intelligent system will help him cover not just the information he had initially sought, but also recommend him for financial assistance available by looking and double checking for insurance portfolio, customers profile, and other financial liability calculation.

Legacy Transformation in Insurance with low cost, low risk cloud-based systems in record time

Towards an Intelligent Decision Making

Intelligent automation in the new normal will act as a catalyst for brands in their efforts towards digital transformation that will be both a boost on revenue (with high ROI) and at the same time help them deliver fast and reach market faster. Brands can leverage intelligent automation to craft, manage and automate new business rules for increased efficiency and performance with targeted business planning and to adapt to changing market scenario in the new normal.

Towards Impressive Customer Experience

Intelligent automation tools have dramatic potential to classify, sort and analyze disparate data available with brands both in their legacy systems and on cloud servers for quick reference and informed decision making. Presently only a miniscule i.e. around 20% of data available with businesses is analyzed and that hampers their chances to understand the trends, behaviors and preference of their customers- hurting them both in customizing their offerings and reaching them with personalized solutions. Investment in Intelligent automation stands highly advantageous for brands that are looking to both save cost and time and at the same time deliver truly impressive customer experience.

Time to Act: The New Normal For New Leaders

We are living in a time when things are not just changing not just every day but every hour. Automation technology is evolving and changing rapidly, and hence any delay in early adoption and following up later may turn out to be futile as what’s cutting-edge today may be out-of-date later. Adoption, implementation and deployment of intelligent automation will turn out to be a competitive differentiator and will go a long way in building trust and loyalty as delighted customers are often your brand ambassadors. As the new normal continues to uncover, automation technology is bound to progress and you would be then in a right position to adopt and recalibrate to further advancements.

Are you still confused about implementing intelligent automation systems? Partnership with industry leaders including UiPath, Kofax, Workfusion places Espire in a right position to help our clients set up a sustainable, scalable, cost-effective IPA environment and help them determine the right business process candidate for implementing IPA as well. For any query, get in touch with us at


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