Businesses are witnessing transformation and AI is the high tide of technology that is merging with all existing enterprise technologies and emerging digital forces. Automation & AI offers powerful value propositions to all kinds of businesses: shared services/ GCCs, global IT-BPM service providers, and enterprises in all verticals. Enterprises today are in the midst of digital transformation, and Automation acts as an accelerator in their journey by bridging the gap between the physical and virtual world and ensuring seamless customer experience and enhanced employee experience besides many other benefits such as enhanced productivity, speed, and quality of response.

So, what’s the top action item here?

In the immediate term, to be ahead of the curve, enterprises need to follow the dictum - "If it can be automated, it should be automated right away." We call this the 'automation first' approach. Thinking 'automation first' would enable them to differentiate themselves by moving faster, being more productive, and deliver superior customer experience.

The next step is to scale up automation and fold in the future because the potential of the future roadmap for automation is even more encouraging. The convergence of Automation, AI and machine learning is paving the way for cognitive-led automation. With this, software robots would mimic human behaviour and handle complex use cases.

Key Take-Aways

• Best practices in automation-led business transformation initiatives across functions
• Pitfalls to avoid in the automation journey focused on business transformation
• Scaling up operations using automation and AI specifically in the context of GCCs