Intelligent automation improves the user experience for employees and customers alike. But companies need much more than bots, and artificial intelligence to implement them. Intelligently automated tasks and processes make day-to-day business easier for employees and strengthen customer loyalty. However, companies should not start automation projects without thinking. This is the only way to avoid unnecessary work and take full advantage of the benefits. Six essential success factors of intelligent automation are presented below.
Automation: Same User Experience For Employees And Customers
Usually, the development processes for internal and external apps in a company should be similar, but applications for internal use are often of lower quality. That’s because companies prefer to put their resources into applications for customers. The poor user experience of employee apps can frustrate the workforce and negatively affect the customer experience. For example, when employees have to struggle with their application for several minutes before they can answer a request. Therefore, companies should look to internal apps for the same seamless and efficient user experiences as their external apps.
Reuse Of Design Elements And Logic
Developing applications from scratch is labor-intensive and expensive. Despite this, companies regularly try it as new business needs arise. The key to faster and cheaper development is reusing app building blocks. This includes design elements, functions, flow logic, and connections to other systems. Stored in a central system, these can be easily used for all new applications, which – as a welcome side effect – offer a consistent user experience.
Automation: Don’t Follow Every Design Trend
Companies often want to use the hottest designs and frameworks to make applications contemporary. However, this requires many developers and UX designers and ultimately results in a large inventory of differently designed legacy apps that cannot be adequately maintained. It’s easier with low-code because changes to the design and user guidance can be made centrally and rolled out to all apps. Innovative apps can be implemented without a large development team, and their designs can be regularly and uniformly modernized.
Accept And Gradually Replace Legacy Applications
Existing applications are often used as an excuse to postpone innovations. However, companies can undoubtedly modernize old apps and develop new ones, even if it is challenging and takes time. They need to find the right balance of gradually clearing away the mountain of old tools with the available budgets while launching targeted new projects that promote innovation and support change. Low code is a help because applications can be created quickly, cheaply, and with little risk.
Low-Code Isn’t Just For Small Apps
Sometimes dismissed as a solution for small productivity tools and internal apps, low-code can also be used to create innovative, scalable, enterprise-class applications. A low-code platform is a fundamental driver of innovation because business specialists participate in the development processes, so more employees can try new things faster.
Automation: Process Analyzes Improve Workflows
With online services and applications for end customers, continuously evaluating user behavior to improve the services and apps is common and widely accepted. This principle can be transferred to the world of work. Technologies such as task mining, process mining, and AI-based process analysis help gain deep insights into work processes. In this way, companies track down suboptimal operations and recognize where employees waste working time with irrelevant tasks. They can then redesign processes and effectively support employees with automation.
Florian Binder, Principal Solution Consultant at Pegasystems, on the success factors of intelligent automation: “RPA and AI are powerful helpers for intelligently automating processes. But only in combination with low-code can the helpful productivity tools, business apps, and customer applications be created quickly and cost-effectively and maintained and improved in the long term without great effort. Low-code allows companies to optimize employee and customer experiences easily without tying up extensive resources needed in large transformation projects.”
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