Does a process need to be improved before migrating it to a new technology platform or operating model (fix-shift)? Or should the process be moved to the future environment and then fixed (shift-fix)? That choice, long debated in the business process outsourcing (BPO), offshoring, and shared services worlds, is now confronting decision-makers as they deploy robotics and cognitive automation (R&CA).
Robotics and cognitive automation (R&CA)-driven technologies are already working alongside humans in many settings, replicating their actions and judgment to perform routine tasks at lower cost. I believe R&CA is going to become a dominant business driver in just three short years, so companies should be setting their R&CA strategies now.
Do the numbers add up when it comes to implementing robotics and cognitive automation (R&CA) – technologies that replicate human actions and judgment? They appear to, judging from the growing number of mail order houses, telecom providers, retail banks and others that already have software robots working alongside contact center agents. For those companies, bots are performing many routine tasks, such as validations and cross-referencing, that humans would have to do otherwise.
A case for “Society in the loop artificial intelligence”
Posted by Jim Guszcza on May 19, 2017
As automation and robotics fueled by artificial intelligence (AI) become more mainstream, many areas of industry are set to undergo revolutionary changes. New sorts of jobs will likely emerge, some existing jobs will likely undergo transformation, and others may go away. There is good reason for concern about societal disruption, and a pressing need for enlightened societal-level dialogue. But we should not lose sight of the bright side to the creation of machines capable of helping with laborious “spade work.” AI has the potential to create significant value by making us more efficient, extending our intelligence and decision-making capabilities, saving organizations money, and generally helping societies run more smoothly.
Posted by Nitin Mittal on May 5, 2017
How can hospitals reduce insurance company reimbursement denials that cut into their revenue? How can fleet operators leverage enormous data sets soon to be generated by vehicle-embedded sensors? How does an oil company optimize wellhead operations on an offshore rig? Transformative analytics could hold answers to these and many other outcome-focused questions.
Posted by Ryan Renner on March 31, 2017
Everyone’s talking robotic process automation and cognitive automation (R&CA) these days. Not surprisingly, there’s a lot of hype around those discussions—and many misconceptions. Let me take this opportunity to dispel some of the rumors.
Posted by Rajeev Ronanki on February 24, 2017
The notion of a 360-degree view of the customer has been around for at least 25 years. Yet the nature of that “view” and the tools available to construct it have changed dramatically, especially in the past 10 years as e-commerce, mobility, and analytics have spread.
A new route for better outcomes
Posted by Rachel Frey on February 9, 2017
Anyone can create insight. What really counts is the actions government organizations take with it. The best analytics initiatives start with outcomes in mind—outcomes like supporting better engagement, working smarter, increasing efficiency, reducing costs, and bettering lives—and then the mission-critical plan for realizing them. As 2017 kicks off, four exciting trends are emerging in the health and human services arena that can make use of data to produce cost-containing outcomes more than ever: