21EIH15 INTELLIGENT AUTOMATION

UNIT I & INTRODUCTION TO

INTELLIGENT AUTOMATION(IA)

1. DIFFERENTIATING IA FROM AI
Intelligent automation (IA), or hyper-automation, is a set of technologies that allow
white-collar knowledge work processes to be automated across a variety of industries, such as
health, banking, engineering, law, and retail. It aims to achieve business outcomes through
automated processes with minimal human intervention, augmenting knowledge workers and
freeing them up for more creative and relational tasks.

Intelligent automation increases efficiency (speed, cost-effectiveness, and process

resilience) and effectiveness (quality, compliance, and ultimately customer and employee
satisfaction). It is reliable and available 24/7, it’s scalable and universal to almost any industry
and business function, and it’s accessible and user-friendly.

While often used interchangeably, there’s a crucial difference between Intelligent Automation
and Artificial Intelligence. IA automates manual tasks, while AI focuses on imbuing machines
with human-like thinking. The usage of AI for business process automation is a subset of
automation; not all automation involves AI. The relationship is AI vs IA, highlighting their
unique roles.

1.1. Artificial Intelligence Transforming Businesses

Artificial intelligence (AI) simulates human intelligence. AI technology uses machine learning
algorithms to perform tasks that typically demand human thought – like learning, problem-
solving and decision-making.

AI essentially enables computers to mimic thinking. Machines learn and adapt from data input
without needing direct programming for each task (a process called “deep learning”).

For example, AI tools can analyze large volumes of customer data to find patterns and trends
far quicker and more accurately than a human being. In this instance, the customer data is the
input.
AI is a broad technological concept that encompasses various elements, including the
following:

 Conversational AI enables machines to engage in natural language conversations with

users, often through chatbots or virtual assistants (e.g., Amazon’s Alexa or Apple’s
Siri)

 Generative AI can create new content, like text, audio or images, based on patterns
learned from existing data

 Computer vision uses algorithms to interpret and analyze visual information from
images or videos (e.g., facial recognition and object detection)

 Machine learning is when computers learn from data and make decisions or predictions
without human programming (e.g., personalized recommendations)

 Natural language processing (NLP) allows computers to understand, interpret and

generate human language. Applications include speech recognition, language
translation and text summarization

Each subset of AI technology offers unique capabilities and applications we’re still learning
about. Collectively, they’re driving growth and digital transformation for businesses across
industries, including in sales and marketing.

Research supports AI’s growing impact on businesses. In 2023, 90% of commercial leaders
reportedly anticipated using generative AI solutions “often” in the following two years.

In other words, companies that don’t get on board with AI now risk falling behind their
competitors.

What can be accomplished with machines is changing due to artificial intelligence.

With the help of this innovative technology, machines may function independently, which
facilitates the effective completion of iterative processes. Its attributes, such as the following,
are linked to its business solutions:

Executes algorithms, queries extensive databases, and rapidly performs calculations,

yielding profound insights through swift data processing and analysis for decision-making.
Utilizes machine learning and deep learning to replicate human behavior and
intelligence, showcasing advanced technologies for human-like cognitive processes and
actions.
 Beyond basic algorithms, it’s intricate, and capable of learning from the environment
and past actions, showcasing adaptive intelligence through experience.
Leverages historical customer purchase data, aiding sales staff in enhanced engagement
through informed insights and personalized strategies for better interactions.
Beyond basic algorithms, it’s intricate, and capable of learning from the environment
and past actions, showcasing adaptive intelligence through experience and complexity.
Facilitates swift and efficient decision-making for business leaders, tailoring its
application to enhance speed and precision in diverse contexts.
Possesses creativity and innovation strength when new designs are needed such as
Engineering structure designs, ad designs, drug discovery, etc.

1.2. Intelligent Automation Transforming Businesses

Artificial intelligence and automation are making it quickly seem like the days of
manually processing data and filling out forms are coming to an end. The following advantages
are offered by the IA-powered business solutions now in use:
Intelligent automation (IA) combines AI with automation technologies to enhance
business processes and decision-making.
Using AI algorithms to automate workflows and routine tasks reduces manual effort
and boosts productivity. The results are more time spent with customers (potentially leading to
sales growth) and improved operational efficiency (i.e., more profit).

In sales, AI-driven tools can automate administrative tasks such as:

 Data entry

 Lead generation

 Report generation

 Big data analysis

 Task management

 Event scheduling

For example, Pipedrive’s website AI Chatbot (part of the LeadBooster add-on) can
collect information from website visitors and pass it on to your customer relationship
management (CRM) system – all without human intervention.
It harnesses an organization’s existing data for extensive large-scale analysis and
insights generation.
Automates time-consuming, repetitive tasks with clear definitions, enhancing
efficiency by relieving users from the manual execution of such processes.
Generates insights by analyzing data from diverse domains and sources, offering a
comprehensive view derived from cross-disciplinary data analysis.
Optimizes workflows and elevates customer experience through seamless processes,
combining efficiency gains with improved interaction and satisfaction for users.
Frees up time for workers to focus on innovative, high-skilled tasks, fosters creativity,
and supports informed decision-making through automation.
Drives efficiency throughout the digital transformation journey, optimizing each step
for streamlined processes and maximizing the benefits of automation.
Executes algorithms, queries extensive databases, and rapidly performs calculations,
yielding profound insights through swift data processing and analysis for decision-making.
It needs a good user interface that can help the user fetch and post relevant information
through electronic forms.

1.3. The Future of AI and Intelligent Automation

This blog highlights the current convergence between Intelligent Automation and
Artificial Intelligence, emphasizing the likelihood of their further integration as technology
progresses. Anticipating a closer alignment, many companies are considering a comprehensive
Intelligent Automation approach, incorporating multiple technologies like AI, RPA, and BPM,
among others. This strategy, often termed “hyper-automation,” aims to automate a broad
spectrum of processes and use cases for optimal efficiency. The synergy of AI and IA
maximizes technological benefits when implemented correctly. The evolving landscape
underscores the significance of a multifaceted approach in the coming months and years,
positioning hyper-automation as a realistic and impactful trajectory for businesses seeking
advanced, streamlined operations. The dichotomy of AI vs IA remains central to this
transformative technological evolution.

But for bots to move beyond simple and routine task automations, they often require more than
basic AI and ML algorithmic training. For example, many upper level bots are trained with
deep learning, neural networks, and natural language processing so they can understand human
language and generate unique content on a range of topics.

To give IA machines the ability to “see” or interact with their surroundings, many of these
bots also receive training based on computer vision and optical character recognition (OCR).
With this training in particular, intelligently automated machines can take on tasks in retail,
manufacturing, and other settings that typically require a pair of eyes and sensory skills.

1.4. AI vs. IA:

The main differences between AI and IA are their focuses and capabilities. Essentially:

AI systems mimic human intelligence to perform tasks autonomously

IA systems combine AI and automation technologies to enhance human performance, improve

efficiency and facilitate decision-making

In sales, an AI tool like ChatGPT can analyze customer datasets to predict buying behaviors.
IA could automate lead qualification processes to let sales professionals prioritize their efforts
more effectively.

1.4.1. Key Characteristics of AI:

 Learning and Adaptation: Through algorithms and data, AI systems can learn from
patterns and features in their input and improve over time without human intervention.
 Problem Solving: AI can process large volumes of information to solve complex
problems efficiently and accurately.
 Human-like Capabilities: This includes understanding language (NLP), recognizing
objects (computer vision), and decision-making.

1.4.2. Key Characteristics of IA:

 Automation of Routine Tasks: IA systems can handle repetitive and predictable tasks,
such as data entry, scheduling, and basic customer service.
 Enhancement of Human Work: Beyond simple automation, IA can augment human
activities, offering decision support, insights, and analytics that enhance productivity
and efficiency.
 Scalability and Flexibility: As IA systems learn, they can handle more complex tasks
and adapt to changing environments and requirements.

Here’s a simple AI vs. IA comparison chart showing the key differences.

Artificial intelligence (AI) Intelligent automation (IA)

Replicating human-like intelligence Augmenting human capabilities
Mimic human cognition and decision Streamline processes and enhance efficiency
making
Performs tasks autonomously without Automates routine tasks and assists human
human intervention decision-making
 Natural language processing, predictive Robotic process automation, lead-generation
analytics chatbots
Replace human effort in certain tasks Enhance human productivity and decision-
making

Intelligent Automation Vs. Artificial Intelligence

DISCUSSION QUESTIONS:

1. How does IA optimize inventory management in organizations?

2. In what ways does IA assist in patient care management?

3. What are the main cost-saving benefits of implementing IA?