State of intelligent automation

Easing the pressure points: The state of intelligent automation

Intelligent automation is game-changing and high on everyone’s agenda

Intelligent automation (IA) and data and analytics (D&A) are at the top of every organization’s strategic and tactical agendas. And rightfully so: the technologies don’t just promise to improve operational efficiency and effectiveness; they also provide the basis for a broad range of new or enhanced products and services. In fact, more than a third of today’s business leaders say they view IA as a way to drive future revenue growth. Many also see it as an opportunity to improve customer service quality.

While there is much concern around IA (for instance it will lead to massive job losses, marauding bots, privacy invasions), the reality is that it will have a huge impact on how organizations operate and on the nature of what constitutes work in the future. In fact, it already seems clear that IA will be key in addressing skills shortages in aging workforces, enhancing worker skills and automating the mundane to free up worker time to focus on value-added services such as analyzing data instead of just processing. The key for organizations is to parse hype from reality by better prioritizing IA investment areas and also by realizing that all pilots are not equal in terms of benefits returned. The onus is on enterprises to determine how best to integrate and coordinate cross-organizational efforts, and ensure adequate change management programs and practices are in place to address the disruption IA adoption will entail.

The state of intelligent automation

Based on a survey, administered in conjunction with HFS Research, of nearly 600 business leaders across 13 countries, this report paints a clear picture of current IA implementation around the world – from the aspirations and strategies at play through to the barriers and challenges being faced along the road to enterprise value.

This report finds that the vast majority of organizations are struggling to secure value from their IA activities. In particular, the survey shows:

  • Most organizations are actively pursuing IA initiatives but are hindered by a lack of coordination, integration and prioritization.
  • Even with RPA – arguably the most mature of the IA technologies – organizations are struggling to achieve scale.
  • Skills shortages – particularly in machine learning and artificial intelligence capabilities – are inhibiting IA growth.
  • While everyone recognizes IA will change the way people work, few have determined how best to address the impacts.

However, the report also finds that executives are keenly aware of the need to press forward with their IA investments and activities. They recognize their peers are moving ahead. And they know they need to take action.

Featuring insights and lessons from some of the world’s leading organizations as well as KPMG insights on how to tackle the issues, this report helps explain how the leaders of tomorrow are capturing value from their IA investments today.

Read more to explore key findings from the state of intelligent automation report.

Listen to the joint KPMG, HFS Research webinar on the state of intelligent automation.