What is Intelligent Automation? | SYKES Digital Skip to main content
SYKES is now part of Sitel Group®. Visit www.sitel.com for more information.

Augmenting Automation with AI 

Intelligent Automation (IA) is the bundle of technologies and capabilities that addresses a task holistically and executes it not just automatically, but as effectively as possible. Artificial intelligence (AI) is one of the tools in this bundle that makes IA an impactful resource in your automation journey. In this post, we’ll explain what Intelligent Automation is and how it combines AI and Robotic Process Automation (RPA) to boost your business process automation efforts. 

What is Intelligent Automation? 

Intelligent Automation (IA) brings together the powers of Robotic Process Automation (RPA), Machine Learning (ML), and Artificial Intelligence (AI) to rapidly improve end-to-end business processes. 

To unleash the possibilities of business process automation, IA utilizes cognitive technologies such as fuzzy logic and neural networks. It makes unstructured data actionable through the extraction of meaningful information and enables RPA, through the use of AI, to automate irregular processes and complex procedures. 

By addressing the entirety of your automation process – discovery, automation, and optimization – IA brings efficiency to every step of your transformation journey. 

How does Intelligent Automation work? 

Traditional business automation depends on prescriptive instructions and defined inputs, which can be a limiting factor in terms of use cases. Intelligent Automation, on the other hand, is an ever-improving answer for the complete automation cycle. By integrating technologies to work side by side (in this case AI and RPA), it can be used to automate almost any digital business process. 

Within automation, AI is used to interpret and execute digitally automated tasks based on meaningful information extracted from raw, unstructured data – think of chat conversations, voice messages, or emails.  

Being able to turn unstructured data into meaningful information is critical for ensuring end-to-end automation as, today, it constitutes 80% of all business data. The automation process is then analyzed with the help of AI to identify patterns and predict future behavior. This data is looped back into the automation process to improve task execution and increase efficiency. 

This self-learning, end-to-end automation process results in gradually minimizing exceptions and reducing automation management. 

What are some of the main benefits of Intelligent Automation? 

Integrating Intelligent Automation into your business processes offers a broad range of AI capabilities and RPA functionality. There are very few cases where IA is not applicable. As IA solutions can reason, make decisions, and learn as they work, they rapidly deliver tangible value to your operations. Let’s look at some of the benefits of IA. 

  • Optimize end to end  

Through its ability to supercharge your automation journey from end to end, IA allows you to optimize your operations at the front, middle and back-office levels — improving the overall process accuracy in your enterprise. 

  • Liberate your workforce  

By taking over tasks that normally require human skills, IA frees your employees from tedious tasks and increases processing speeds. 

  • Save costs  

By automating digital processes, organizations can save costs through increased operational efficiency and lower running costs. 

  • Gain insights  

By simplifying, organizing, and processing data, IA shortens the path to actionable insights. Effective monitoring and meaningful information can further reduce the time to value of your transformation process. 

  • Automate any digital process 

With the availability of data as the sole requirement, IA makes it possible to automate practically any digital business process ― regardless of complexity. This allows organizations to reduce process times and cut costs by reducing the necessary human involvement, increasing processing speeds, and standardizing outputs. 

  • Organize data  

Cognitive technologies involved in Intelligent Automation simplify the organizing and processing of data. Size and type of input are no obstacles anymore, as IA can collect and process data from unstructured sources.  

  • Reduce errors and exceptions  

Eliminating errors and exceptions is another area IA can assist in. Both repetitive tasks and complex processes can be automated using cognitive technologies. With the help of human guidance, intelligent bots improve with each action performed and minimize exceptions as a result. 

  • Strengthen security  

You can also use IA to fortify your cybersecurity. By keeping an oversight over networks and data structures, discovering threats, and tackling security weaknesses, you can prevent exploits on time, before they get a chance to hinder your operations. 

  • Ensure compliance  

Regulations, industry standards, and best practices are easy to adhere to through Intelligent Automation. You can guarantee compliance through intelligent automation solutions and stay on track at all times. 

Cognitive bots can handle complex tasks that require pattern recognition, judgment, experience, knowledge, estimation, probability, comparison, intuition, and analytical thinking. This frees employees to focus on tasks that require uniquely human skills. 

What industries can Intelligent Automation be used in? 

Due to its broad applicability and flexibility, Intelligent Automation can power automation processes for enterprises in many industries. Below are just a few examples of the possibilities. 

Business Process Outsourcing 

Business Process Outsourcing (BPO) services can benefit immensely from business process automation. Through economies of scale, every automated process delivers exponential cost savings for BPOs and their customers. 

Financial Services  

Finance is another industry where IA can deliver results. Cognitive bots can smarten up financial services, and handle, among others, transfers, trades, and payment processing. 


From administrative record keeping to medical operation checks, IA can help automate manual processes, reduce costs and improve patient care. 

Life sciences  

Medicine and medical device production can benefit from automation in more than a few ways. IA can be deployed to improve data analysis and accuracy, speed up application preparation and assist R&D through machine learning.  


Intelligent Automation can be used in manufacturing to control processes from end to end. Resource acquisition, inventory management, logistics, and invoicing can be automated along with other production, administration, and sales operations alike. 

Public Sector  

Automating processes in the public sector can make public services more efficient. By accelerating the processing of licenses and applications, and reporting in general, IA can provide governments a tool to serve the public more effectively. 


Intelligent Automation can offer greater efficiencies to all areas of communication technology. Whether it’s decreasing downtime or providing on-point customer service, cognitive technologies can drive customer excellence for telecommunications companies. 


Intelligent Automation is a game-changer in business process automation, combining the practicality of RPA with the intelligence of cognitive technologies. Rapid developments in AI broaden the scope of its implementation, making Intelligent Automation capable of delivering the most value at pace for organizations that choose to embrace it. 

Share via
Copy link
Powered by Social Snap