Ritesh Varma, (Global Head: Business Solutions) Newgen Software

13 Jun 2022 , 11:18 AM

What do you mean by hyperautomation? How can businesses successfully implement hyperautomation into their organizations? 

Hyperautomation is the ability to automate every possible touchpoint for enterprise-wide business use cases. It is a combination of various technologies and capabilities, such as artificial intelligence, machine learning, robotic process automation, low code, content management, communications management, and others.
Using hyperautomation, enterprises can run multiple digital initiatives simultaneously to achieve enterprise-wide digital transformation and solve complex business problems in real-time. Furthermore, it empowers organizations to deliver a superior customer experience, achieve operational excellence, and stay ahead with continuous innovation.
For implementing hyperautomation, organizations need to think beyond isolated technologies and ad-hoc automation drives. They require a detailed analysis of all front-office processes, operations, and systems to integrate new-age technologies into the existing systems. A unified, low code platform can act as a catalyst for organizations to successfully implement hyperautomation and accelerate digital.  

Today, organizations are investing in various new-age technologies to go digital. How can hyperautomation accelerate digital transformation? 

Organizations have been investing in various technologies to go digital. The pandemic further accelerated the adoption of such technologies as businesses wanted to ensure business continuity and uninterrupted operations. However, many such initiatives were time-sensitive and were not part of the overall digital transformation roadmap, leading to isolated automation, business silos, and disjointed processes.
Organizations have realized that they need to think enterprise-wide. Hyperautomation is a holistic approach that helps organizations accelerate digital by streamlining multiple processes simultaneously. By leveraging a combination of new-age technologies, organizations can augment their existing systems and foster collaboration among stakeholders.    

Can hyperautomation help in achieving operational excellence and innovation? Does it help improve customer experience?

Hyperautomation is achieved by driving multiple initiatives in tandem that helps organizations enhance their operations and foster continuous innovation. It allows organizations to significantly decrease inefficiencies caused by siloed and disjointed processes, enabling operational excellence. Furthermore, it fosters continuous innovation by allowing organizations to create and execute new solutions using insights and analytics. It also aids the launch of new offerings and services and their upgrades. 
Organizations can rely on hyperautomation to ensure a seamless and rich customer experience. Implementing new-age technologies for removing redundancies and automating mundane tasks allows IT teams to focus exclusively on crucial customer journey touchpoints. Various process improvements like multi-channel user experience enabled through low code also plays a pivotal role in delivering a superior customer experience.
 
Can you share a few real-world examples where organizations have successfully leveraged hyperautomation to their advantage? 

Today, organizations across sectors, be it insurance, banking, and shared services, are devising hyperautomation strategies to accelerate their digital journeys. There are many instances where such organizations have leveraged hyperautomation to their advantage.
Insurance companies can utilize AI-powered tools and a rules-based decisioning system to enable a faster and more accurate claims settlement. They can also leverage low code-based user workbenches for deploying predictive models like automated damage assessment, image analytics, etc. Similarly, banks can improve their customer risk profiling system by utilizing valuable insights generated from various sources. Also, shared services centers can deploy AI-based, self-service bots for simplifying vendor query management.