Intelligent Automation/RPA

Top 2023 Takeaways: IT teams prioritize innovation and improvement

CAI delves into the many ways organizations are exploring modernization, innovation, and improvement of the internal and external customer experience. Read some top takeaways on optimizing and streamlining from CAI’s key resources.

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An important shift was ushered in nearly 12 months ago as the calendar flipped to 2023. Many industries were able to finally shake off the mostly reactionary posture adopted to answer the demands of the COVID-19 pandemic and begin to explore new ways to modernize, innovate, and improve upon the internal and external customer experience. Organizations showed a willingness to tap into the potential of tools and solutions like hyperautomation, conversational artificial intelligence (AI), and robotic process automation (RPA) as they sought to optimize and streamline.

As the year draws to a close, discover the content and topics that have resonated the most with fellow IT and service management professionals before we transition into 2024.

The 3 Cs of intelligent automation learning series

From development to integration and everything in between, intelligent automation is a multidimensional practice that can save organizations time, reduce costs, and encourage more innovation. Throughout 2023, CAI tapped internal and external experts for a deep dive into the value of intelligent automation, starting with Training your own UiPath development team and integrating neurodiverse talent. This 30-minute session discusses the importance of mentorship and some best practices on partnering veteran and new developers to accelerate the framework process.

In part 2 of the series, Generative AI: Ethics, black boxes, explainability, CAI partnered with Rainbird ↗, a cognitive decision-making automation platform for scaling knowledge and automating human decision-making. We discussed developmental responsibility, the limitations of black boxes, and need-to-knows about large language models (LLM) and ChatGPT.

Rainbird returned for session 3, The convergence of AI and cognitive decision-making, to demonstrate how the two concepts can work together, with one result being an improved decision-making solution that is both auditable and explainable.

For part 4 of the series, CAI was joined by Moveworks ↗ to detail Using next-gen AI to resolve service desk issues in 7 seconds. During the session, everything from quickly resolving simple, routine IT support tasks and reducing the need for support tickets with automation, to optimizing time for service desk analysts to focus on more complex requests is discussed.

The final session in the learning series posits some predictions for next year with 2024: The year of actionable AI. Moveworks rejoins CAI to look ahead to the evolution of AI and how innovations can be leveraged to streamline business processes, improve efficiency, and reduce costs next year and beyond.

How to speak hyperautomation

Hyperautomation is just automation taken to an exponential level, right? Well, yes and no. Organizations have only begun to scratch the surface in terms of leveraging automation and hyperautomation. Discover some of the misnomers attached to the concept of hyperautomation, the business value and benefits that can be derived, the technology involved, and how it is likely showing up in your life each day.

Learn more about the concept and construct of hyperautomation and how it could be applied to the operation of your business. Read the full article.

Streamlining operations for a healthcare provider with RPA

As one of the largest providers of post-acute care—operating specialty hospitals, outpatient rehabilitation centers, and occupational health centers throughout the United States—a leading healthcare company found themselves struggling to offer customers a streamlined, efficient experience as they worked to keep pace with organizational growth. To automate and modernize their business operations, they worked with CAI to develop and test UiPath automations that would streamline the documentation and processing of assessments, medical information, clinical notes, patient monitoring, care plans, and more.

Discover how CAI’s guidance helped the healthcare company achieve optimal outcomes with speed and performance automations by reading more about their story.

Modernize your service desk with conversational AI

Many IT leaders are struggling to understand how conversational AI powered by large language models (LLM) can be integrated into the operation of their teams. Skill restraints, fear of adoption, and budgetary concerns are commonly cited as to why adoption of automation, specifically as it pertains to the service desk, has been slower than expected. CAI experts clear up some of these concerns by walking through the benefits of an AI-powered service desk:

  • Routing communication more quickly and accurately
  • Improving employee experience through streamline ticket resolution
  • Autonomous resolution by automating common, repetitive tasks

Explore how these changes in support can make a world of difference in improving the customer experience within an organization. Read the full article.

Apply service desk principles to product support for better customer experience

Great customer service is a hallmark of organizational success. But navigating the waters of changing customer expectations, distributed support channels, and more widely available alternatives can take its toll on the delivery of fast, accurate product and service answers to ensure an optimal customer experience. Key service desk processes and methodologies can make an immediate difference in improving the effectiveness and speed of customer and product support desks.

Read through some improvement best practices, including hyperautomation that could make your customer/product support a real asset in lowering your total customer service costs in the full article.

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