Business Operations Automation: Top 10 Processes to Automate

Business operations transformation using robots and artificial intelligence tooling?

According to PWC, 32% of customers would stop interacting with a brand they loved after one bad experience.?

The adoption of AI and intelligent automation technologies in business operations can bring significant benefits in terms of cost reductions, revenue growth, and, most importantly, customer experience.?

Business automation is a term for the use of technology applications that perform repetitive tasks, freeing up employees for higher-value work. This includes business process automation (BPA), robotic process automation (RPA), and AI-powered automation.?

Business operations automation can reduce service delivery times and enhance the productivity of operations staff, and dramatically increase the consistency and predictability of business services to customers.?

Having future-ready business operations that leverage advanced technologies like robotic process automation (RPA) and intelligent automation (IA) helps deliver exceptional customer experiences in a highly efficient and cost-effective manner.?

Below are the 10 top use business operations automation use cases using RPA or intelligent automation, but many more use cases exist.?

Customer onboarding: Most businesses have a customer onboarding process. This is critical to reduce customer churn and get customers to start using a product. Using OCR and cognitive automation, most customer onboarding actions can be completed instantaneously, greatly improving customer experience.?

Real-Time Feedback Bot: In-call center operations, every agent often has their way to solve customer problems. Call center agents can leverage the benefit of guided workflows to consistently answer customer queries correctly every time.?Having a smart robot monitoring the real-time activity of call center agents can enable them to provide the best customer service.??By using speech analytics, an NLP-enabled bot offers invaluable guidance to the agent on how to best answer the next call and every call after that too.?

Employee Onboarding:?Candidates who have an exceptional onboarding experience usually feel more positive about a business.?RPA and Intelligent Automation can be combined to send onboarding employees regular updates on laptop or software provision, meetings with managers and colleagues, grant access to relevant files and folders, and send other relevant documents or reading links as the onboarding process unfolds.?This frees HR staff to concentrate on engaging with new employees to make sure the onboarding experience for new employees is exceptional in every way possible.?

Providing real-time detailed billing data:?Whenever a customer calls customer service regarding their most recent payment, your agents need to stay on the line for a minute or two while the customer service representative scrambles to pull customer records from multiple systems and then try to make sense of it.?With an RPA bot programmed to retrieve that data, your payment data can be collated in seconds with a single click of a button by a rep.?

Discover process issues: Intelligent automation technology such as AI-powered process and task mining software can automatically document workflows and pinpoint inefficiencies or hotspots in business operations and help determine where automated processes can provide the greatest impact.??

?Payroll Automation: Accurate payroll processing is critical for retaining employee satisfaction. However, the payroll process often involves error-prone manual tasks such as calculating bonuses or overtime payments based on a set formula.?Intelligent robots can reduce the time payroll staff need to spend processing payrolls and reduce errors by accurately recording and calculating payroll, bonus, and overtime payments.??Intelligent automation can check payroll requests with company rules to ensure that employees are compliant with company compensation tax and benefits rules.?RPA can create reports automatically and email those to payroll staff to check.?Expenses can be paid automatically once approval has been given and payroll receipts emailed to each staff member within seconds.?

Automate core operations: The application of core automation capabilities such as intelligent document processing, workflow orchestration, AI-powered decision management, and knowledge-based content services — to key operational areas can dramatically improve customer and employee experience, reduce the turnaround time to solve business operations issues and significantly reduce operations costs.?

Human resources: Human resource management systems can automate a wide range of HR tasks, including job application processing, interview scheduling, employment offers, onboarding, payroll management, and benefits administration. Using analytics, these systems can also provide insights into workforce satisfaction, the likelihood of exit, and productivity analytics.?

Finance and accounting: By automating financial planning and accounting functions, companies can free up time for important tasks like analysis, strategy, and business partnering with key stakeholders.?In accounts payable (AP) management, for example, data capture is automated, invoices are automatically matched to documents, and approvals are automatically routed. This reduces data errors and helps prevent fraud through automated background checks and controls.?

Know Your Customer (KYC): It is possible and practical to use RPA bots to automate a business’s KYC process. For edge cases that require human intervention, those cases can be forwarded to an employee.?

Conclusion?

Businesses often struggle with the level of manual effort required to maintain exceptional business operations all the time. Yet business teams are now expected to deliver expanded digital technology experiences to business customers daily.?

The most progressive business teams are using RPA and intelligent automation as key drivers of value to automate business operations.?

This frees business professionals to work on the more strategic, challenging value add projects that are more deserving of their time and talent.?

Are you ready to automate your business operations??