Robotic Process Automation Game Changers Advance Financial Services Institutions Toward Intelligent Digital Workforce

Robotic Process Automation Game Changers Advance Financial Services Institutions Toward Intelligent Digital Workforce

IDC Financial Insights continues our series of reports on automation in financial services. This report is second in the series, where we start by looking at robotic process automation (RPA), and how the proposition around it has steadily moved toward intelligent automation and leveraging an intelligent digital workforce. In our report Robotic Process Automation in Asia/Pacific Financial Services: Key Learnings from 10 Early Adopters (IDC #AP43545718, February 2018), we emphasized that RPA has often been cited as the essential first step toward automation but could more accurately be described as part of a continuum of technology-enabled initiatives to bring intelligence into the automation of business processes. IDC defines this continuum of technology-based initiatives focused on process automation capabilities as the Intelligent Automation Value Chain. This value chain underscores a notable evolution of demand toward an intelligent digital workforce from the rules-based digital workforce.IDC Financial Insights' Intelligent Digital Workforce comprises intelligent digital workers — essentially software robots that can perform both deterministic and nondeterministic tasks by continuously understanding and analyzing structured and unstructured data. They represent rules and judgement-based automation, and, like their human counterparts, they are both self-learning and self-healing workers that can discover patterns to predict decisions and even offer recommendations to improve them. In other words, the intelligent digital workforce is progressively graduating from merely mimicking human actions to augmenting human intelligence, as well as evolving quickly to achieve the potential of autonomously emulating this intelligence. The term Intelligent Automation is also used by the industry to point to intelligent digital workforce. This workforce has the potential of delivering meaningful customer support, improved decision making, and valuable customer insights.

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