Intelligent Automation Trends
Customer Support Chatbot
Chatbots have been the catalyst in transforming customer interaction for years. Since 2022, chatbots have taken the center stage for customer support as more and more businesses are adopting them to boost customer engagement. Chatbots are tirelessly available 24/7, and can seamlessly interact with every customer, with zero waiting time.
Automated Process Discovery
The automated process discovery technologies have started to make waves by helping customers understand processes in a whole new light. They are not completely focused on automation, but they do provide process-related insights that cannot be gained by any other means. Process mining, task mining, conversation mining are all tools that can improve process discovery and drive improvement initiatives.
Intelligent Automation with Robotic Process Automation (RPA)
Customers on the RPA journey would find one piece missing in their automation journey – Robotic Process Automation (RPA). This is needed for deciding on any action that needs to be completed by a human and automate them. It involves observing, listening, comprehending, understanding, responding, and making decisions.
Intelligent automation adds many complementary technologies to RPA. These capabilities include the kinds of work humans do now: looking at an invoice, reading an email, deciding for an approval of a loan application, responding to a customer and much more.This is also why why the most important tasks cannot be automated with RPA alone.
Process Intelligence to Monitor Process Health
Process intelligence is the new normal. Enterprises can monitor their processes, especially the manual processes. There are instances where organizations are not getting the expected returns from automation. This is generally because the processes aren’t monitored over a long enough period and not well understood before automation or restructuring.
This is where process intelligence comes in. It adds data and intelligence layers to automation to improve the ongoing processes. The workplaces today have become hybrid with the mix of on-site and remote workers. Monitoring processes and staff becomes even more important now. Process intelligence takes the guesswork out of staffing needs, budgeting, SLA projections, and much more, even when processes are still being completed by people. Intelligent automation penetrates only so far, especially given the way current processes are designed. Unless we transform each process in business to be suitable for automation, process intelligence will become a necessity.
With more customers going digital, there’s a need to create software that is accessible to all our customers. The need for accessibility testing will be even more significant in the coming years.
The most important prediction for software testing trends is the need for more automation. The world of technology is moving at a rapid pace, and it’s difficult to know which emerging technologies to pin hopes on. However, automation capabilities help in building a proper foundation to make sure that processes help rather than hinder the future of businesses. These technologies are already becoming a reality in some leading organizations and will become the norm by 2025. Getting on board early will accelerate your existing automation efforts and pave the way for a future autonomous enterprise.