Process Automation Use Cases Enhanced By AI

Real Solutions for Pressing Problems: Transforming Business Operations with Process Automation Use Cases Enhanced By AI

Table of Contents

Introduction

In the rapidly evolving business landscape, where uncertainty and change are the only constants, leaders at mid-sized companies find themselves at a crucial crossroads. The decisions made today will shape not just the immediate future but will carve the path for sustainable success. In our previous articles, we discussed the macroeconomic shifts and the strategic imperative of embracing AI and Process Automation. Today, we delve deeper, uncovering real stories and tangible benefits through Process Automation Use Cases, enhanced by AI.

As we journey through various use cases, picture your organization at the heart of these transformations. Imagine the untapped potential and the vast opportunities that lie within the realms of Process Automation and AI.

Use Case 1: Customer Support & Satisfaction

Process automation in customer support is like your personal guide through the often-confusing world of customer service. It’s got these friendly chatbots that are on the job 24/7, ready to answer all those common questions, making sure customers are never left wondering. It’s like these bots know you – they remember your past interactions and tailor every chat to fit you just right. And for the customer support team? They get to focus on the more complex issues because automation handles all the routine stuff. This means a team that’s super-efficient, where everyone’s skills are used to the max. Plus, this smart system collects all your feedback, using it to make real, tangible improvements. So, every time you reach out, the experience is smooth, reliable, and just plain easy – that’s the charm of process automation, keeping customer satisfaction high and interactions breezy.

Now, let’s add a super-smart AI buddy to the mix in your customer service team. This AI isn’t just quick on its feet with responses; it gets personal, customizing chats to make each customer feel special. It’s like a future-telling detective, predicting customer needs before they even voice them. Got a tough problem? AI jumps in to help your team crack it, fast. It’s also your emotional barometer, analyzing feedback to gauge how customers really feel, guiding your next steps. Always learning and improving, AI makes sure customers are matched with the perfect agent for their query, ensuring every call or message is in the best hands. With AI in your corner, customer service is more than just Q&A – it’s about giving customers a star treatment every time they connect with you.

Harnessing the power of process automation and AI in customer service transforms every interaction into a seamless, personalized experience, elevating customer satisfaction to new heights.

Some relevant statistics to get you thinking!

  1. 51% of businesses implement automation initiatives to boost efficiency, and 73% of IT leaders credit automation for saving 10-50% of the time previously spent on manual tasks​ [1].
  2. 61% of support leaders have noticed improved customer experience results with AI, and 58% reported increases in customer satisfaction (CSAT) scores​ [2].
  3. 62% of customer service representatives feel that AI and automation solutions help them better understand their consumers​ [2].
  4. More than half of consumers will switch to a competitor after just one bad experience, and nearly 90% would switch for a better customer experience [3].
  5. Companies focusing on customer experience (CX) increase their revenue by 80%​ [4].

Use Case 2: Sales, CPQ & More…

In the fast-paced world of sales, process automation is like having a secret superpower. It zaps out those time-consuming tasks, creating quotes at lightning speed with spot-on accuracy. Think of it as your behind-the-scenes strategist, keeping an eye on market trends and customer behaviors to help you nail those pricing strategies. It’s like having a trusty sidekick for managing leads, sorting and scoring them so your sales team can zoom in on the hottest prospects. And those hefty sales reports? They’re whipped up in a flash, offering golden nuggets of insights to steer your strategy. Plus, it’s all about making connections count, personalizing customer interactions in a way turning leads into loyal fans. Essentially, process automation in sales isn’t just about doing things faster; it’s about being smarter and more connected in every move you make.

Now, imagine AI as the ultimate wingman for your sales team. It’s like having a friend who knows just the right price to set, crafting personalized and speedy quotes that hit the mark every time. Think of it as your sales detective, sifting through leads to spot the golden ones and giving your team the lowdown on who to woo next. It’s also a bit of a fortune teller, predicting what your customers will want before they even know it themselves. And talk about being a productivity booster – it zips through all those time-consuming sales tasks, shortening the sales cycle so deals close faster. Plus, it’s like having a wise coach too, dishing out smart insights and feedback to keep your sales strategy sharp. In short, AI in sales isn’t just about automation; it’s about making your sales process smarter, swifter, and more successful.

Together, process automation and AI revolutionize sales by seamlessly blending efficiency with intelligent insights, transforming every aspect of the sales cycle into a smarter, faster, and more customer-centric experience.

Some relevant statistics to get you thinking!

  1. 60% of occupations could save 30% of their time with automation, which includes tasks like generating sales leads and processing documents [5].
  2. 80% of marketing automation users see increased leads, and 77% see increased conversions, significantly boosting sales productivity​ [5].
  3. Early adopters of sales automation report higher customer satisfaction, with AI tools seen as useful by 86% of salespeople for messaging​ [6].
  4. Organizations utilizing AI in sales have observed a spike in sales ROI by 10-20%​ [7].
  5. Implementing AI tools has allowed sales professionals to cut down manual tasks by about 2 hours 15 minutes daily [7].

Use Case 3: Order Processing, Vendor Management, Compliance & Everything Operations

Think of process automation in Operations like a well-oiled machine that keeps everything running smoothly and smartly. It swoops in to speed up how you handle those purchase orders and work orders, cutting through the red tape with superhero-like efficiency. Imagine it like having an eagle-eyed assistant who’s always on top of inventory, chatting up vendors, and making sure every order is spot-on and on time. It’s like a data whiz too, crunching numbers to give you the lowdown on where you can get even better. This means not only do you save a bunch of time and money, but your customers and team are happier too. In short, with process automation, your Operations turn into a seamless, stress-free zone where everything just clicks into place.

Think of AI in Operations as having a super-smart assistant who’s always two steps ahead. In the world of Purchase Orders and Work Orders, it’s like a crystal ball, predicting exactly what you need and when, keeping your inventory just right and your equipment running smoothly with predictive maintenance. It’s the master planner of work schedules, matching tasks with the best hands for the job, and a data wizard offering real-time insights to keep everything ticking like clockwork. Imagine breezing through paperwork, chatting up with vendors and customers in a way that makes everyone feel special, and always knowing you’re on top of quality. In short, AI in Operations isn’t just about making tasks easier; it’s about making your entire operation more intelligent, responsive, and just plain impressive.

By harmoniously combining the efficiency of process automation with the predictive intelligence of AI, Operations are transformed into a seamlessly efficient and strategically advanced powerhouse.

Some relevant statistics to get you thinking!

  1. Companies report saving 20% of their time through automation, which can be redirected to other critical tasks [8].
  2. The business process automation market is expected to register a CAGR of 10.07% between 2021 – 2026, indicating rapid growth and adoption across industries [8].
  3. 72% of respondents in a survey agreed that real-world, mission-critical processes are becoming more complex to maintain, emphasizing the need for effective automation solutions​ [9].
  4. Automation can help employees save 10-50% of the time they previously spent on manual tasks, with 73% of IT leaders acknowledging this time-saving impact [1].
  5. Companies integrating Machine Learning into their operations reported a reduction in operational costs by up to 20%​ [10].

Use Case 4: Invoice Processing, Accounts Receivables & Account Payables

In the world of numbers and invoices, process automation is like having a super-efficient assistant who never sleeps. It takes care of the nitty-gritty details in invoice processing, accounts receivable, and payable operations, zipping through data entry, sending out payment reminders, and keeping tabs on every penny that goes in and out. Imagine saying goodbye to those pesky manual errors and hello to quick, accurate financial handling. It’s like having a financial wizard at your fingertips, ensuring you’re always on top of your cash flow, compliant, and audit ready. Plus, your relationships with vendors and customers get a boost too, thanks to timely and accurate transactions. Essentially, process automation in finance is about making everything smoother, faster, and a whole lot more reliable.

Then comes in AI as your financial whiz kid, revolutionizing the way you handle Invoice Processing, Accounts Receivables, and Payables. It’s like having a super-smart buddy who zips through invoices with the precision of a detective, spotting discrepancies and ensuring everything adds up perfectly. In the world of receivables and payables, it’s your star player, predicting cash flow needs, automating payment reminders, and keeping your cash cycle humming smoothly. It’s not just about crunching numbers; AI transforms these financial processes into an ultra-efficient, error-free zone, where insights are gleaned in real-time, and decision-making is a breeze. With AI, your financial operations don’t just run; they practically sprint towards efficiency and accuracy.

Together, process automation and AI transform financial operations into a seamless, error-free powerhouse, accelerating efficiency and unlocking smarter, data-driven decision-making in Invoice Processing, Accounts Receivables, and Payables.

Some relevant statistics to get you thinking!

  1. Finance Process Automation (FPA) can lead to significant cost savings, with one example showing an annual reduction in costs from $100,000 to $70,000 after implementing Robotic Process Automation (RPA) [11].
  2. Savings of about 60-70% on major processes in finance have been observed due to automation [12].
  3. It is predicted that 80% of all accounting tasks would be automated by the end of 2024 [12].
  4. AI-driven invoice processing has been shown to reduce the time spent on cash application by 75%, speeding up the entire process and allowing for faster recognition of cash [13].

Use Case 5: Risk Assessment, Incident Reporting & Safety Audit

In the bustling world of business, process automation stands as a superhero for Risk Assessment, Incident Reporting, and Safety Audits. Imagine having these nifty tools that gather and analyze a wealth of data, ensuring your risk assessments are comprehensive and up to date. They act like vigilant sentinels, constantly refreshing risk profiles and swiftly logging every incident detail for precise analysis and action. When it comes to safety audits, think of these tools as meticulous guides, leading auditors through every step and then smartly dissecting the data to identify trends and potential issues. They’re like the central hub for your risk management, bringing all the information together for a comprehensive view and continuously improving from the insights they gather, making your business’s approach to risk and safety ever more robust and refined.

Now, let’s talk about the wonders of AI in this mix. Imagine a future-telling AI guru in your corner, sifting through mountains of historical data to forecast potential risks. It’s like having an eagle-eyed detective that spots emerging risks in real-time and a linguistic expert that sorts incident reports with precision. For safety audits, AI acts as the master planner, using data-driven insights to suggest the most effective audit schedule and ensuring everything aligns with regulations. This AI isn’t just a one-trick pony; it’s constantly learning, fine-tuning risk models and strategies with each new piece of information. It customizes risk management to fit each unique aspect of your business, effectively making your risk management smarter, safer, and always ahead of the curve.

Integrating process automation and/ or AI enhances business operations by ensuring more accurate, insightful, and proactive risk and safety management, while also ensuring compliance and resilience.

Some relevant statistics to get you thinking!

  1. Automation technologies can reduce work-related injuries and fatalities by up to 50% [17]
  2. 76% of financial services organizations currently use AI-powered solutions for risk management, focusing on credit risk assessment and fraud detection​ [14].
  3. The AI risk management market in North America is expected to grow by 40% from 2021 to 2026 [15].
  4. The healthcare industry could save up to $159 billion annually by 2026 by leveraging AI technology to improve risk management​ [16].

Beyond the Use Cases

As we peel back the layers of these case studies, one overarching triumph stands out: the transformative power of Automation and AI in data analytics and reporting across various organizational verticals. This is the icing on the cake. Envision a scenario where every strand of data, from sales figures to customer interactions, is not just collected but intelligently analyzed, offering insights that were once hidden in plain sight. Automation and AI turn data into a storytelling tool, painting a clear picture of where the business stands and where it could go. This isn’t just number crunching; it’s about weaving narratives from data that guide strategic decisions, identify new opportunities, and spotlight areas for improvement. In essence, these technologies don’t just support operations; they empower organizations to be data-driven, making every decision, big or small, informed and impactful. It’s a holistic enhancement, turning raw data into a goldmine of actionable intelligence, truly a game-changer in the modern business landscape.

As we’ve journeyed through these transformative use cases, it’s clear that Process Automation, complemented by AI, is not just a tool but a strategic ally in navigating the complexities of modern business. These use cases are more than just narratives; they are a testament to the transformative power of technology in addressing critical business challenges. In our next article, we will explore how CEOs can leverage these technologies for financial health and growth. Stay tuned.

References:

  1. https://kissflow.com/workflow/workflow-automation-statistics-trends/
  2. https://businessolution.org/ai-in-customer-service-automation-statistics/
  3. https://www.zendesk.com/blog/customer-service-statistics/
  4. https://www.zendesk.com/blog/customer-service-statistics/
  5. https://crmside.com/business-automation-statistics/
  6. https://keap.com/business-success-blog/marketing/automation/9-marketing-automation-benefits-that-could-help-your-business
  7. https://marketsplash.com/sales-automation-statistics/
  8. https://blog.srive.co/process-automation-industry-statistics/
  9. https://camunda.com/blog/2023/02/process-orchestration-overcoming-automation-challenges-2023/
  10. https://marketsplash.com/automation-statistics/
  11. https://finmodelslab.com/blogs/kpi-metrics/robotic-process-automation-for-finance-kpi-metrics
  12. https://blog.srive.co/automation-in-finance-statistics/
  13. https://www.versapay.com/resources/how-ai-leads-accounts-receivables-digital-transformation
  14. https://www.globenewswire.com/en/news-release/2023/04/03/2639183/0/en/From-Data-to-Decisions-AI-is-Reshaping-Risk-Management-for-the-Future.html
  15. https://blog.srive.co/ai-in-risk-management-statistics/
  16. https://www.globenewswire.com/en/news-release/2023/04/03/2639183/0/en/From-Data-to-Decisions-AI-is-Reshaping-Risk-Management-for-the-Future.html
  17. https://marketsplash.com/automation-statistics/

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7 Key Challenges of Salesforce

Transform Your Salesforce Experience: Navigate These 7 key challenges of Salesforce that most businesses face

In today’s fast-paced business landscape, staying ahead of the competition requires embracing the latest technologies to streamline operations, enhance customer experiences, and drive growth. Salesforce offers a powerful suite of tools and capabilities designed to empower businesses to thrive in the digital era. However, as a business leader, you understand that with great power comes great responsibility.

5 Key Benefits of Salesforce

5 Key Benefits Of Salesforce That Your Business Should Be Deriving

In today’s business landscape, where customer expectations are soaring and competition is fierce, staying ahead requires more than just offering a great product or service. It demands a strategic approach that optimizes your sales processes, nurtures collaboration within your organization, leverages data-driven insights, and prioritizes exceptional customer experiences.

A Beginner's Guide To Process Automation

A Beginner’s Guide to Process Automation: What It Is and How It Works

As businesses grow and become more complex, manual processes can become a bottleneck. Process automation is a solution to this problem, allowing businesses to streamline operations and increase efficiency. But what exactly is process automation, and how does it work? Here is a beginner’s guide to process automation.

What is Process Automation?

Process automation is the use of technology to automate repetitive, time-consuming tasks and processes. By automating these tasks, businesses can reduce errors, increase efficiency, and free up employees to focus on more important work.

Process automation can take many forms, from simple tools like email autoresponders and social media scheduling apps to complex workflows that involve multiple systems and teams.

How Does Process Automation Work?

Process automation involves several key steps:

Identify the Process to Automate

The first step in process automation is to identify a process that can be automated. This process should be repeatable and involve a series of steps or tasks that can be performed in a consistent way.

Map the Process

Once the process has been identified, the next step is to map out the steps involved in the process. This can be done using flowcharts, process diagrams, or other visual tools.

Choose an Automation Tool

There are many automation tools available, ranging from simple automation apps to complex workflow management systems. Choose a tool that is appropriate for the process you want to automate.

Build the Automation

With the tool chosen, the next step is to build the automation. This may involve configuring settings and rules, creating triggers and actions, or writing scripts.

Test and Refine

Once the automation is built, it’s important to test it to make sure it works as expected. This may involve running tests, monitoring performance, and making adjustments as needed.

Benefits of Process Automation

Process automation offers several key benefits, including:

  1. Increased Efficiency: By automating repetitive tasks, businesses can free up employees to focus on more important work, increasing overall efficiency.
  2. Improved Accuracy: Automation can help reduce errors and improve accuracy, resulting in better quality output.
  3. Cost Savings: Automation can help reduce labor costs and improve overall productivity, resulting in cost savings for businesses.
  4. Scalability: Automated processes can be easily scaled up or down as needed, allowing businesses to adapt to changing demands.

Conclusion

In conclusion, process automation is a powerful tool that can help businesses streamline operations and increase efficiency. By identifying processes to automate, mapping out the steps involved, choosing the right automation tool, building the automation, and testing and refining the process, businesses can reap the benefits of automation and stay competitive in today’s fast-paced business environment.

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what and why of digital transformation

What is Digital Transformation and Why Should Your Business Care?

Digital transformation refers to the process of using digital technologies to fundamentally change how businesses operate and deliver value to their customers. It’s about rethinking business models and processes in the context of an increasingly digital world. In this blog post, we’ll explore what is digital transformation, and why your business should care.

What is Digital Transformation?

Digital transformation involves leveraging technology to create new business models, products, and services, and to optimize existing operations. It involves using data and analytics to inform decision-making, and embracing new technologies like artificial intelligence, machine learning, and the Internet of Things (IoT) to drive innovation.

At its core, digital transformation is about using technology to create value for customers and stakeholders, and to build a more agile and responsive business that can adapt to changing market conditions and customer needs.

Why Should Your Business Care?

There are several reasons why your business should care about digital transformation:

Increased Efficiency

Digital transformation can help businesses streamline operations and automate repetitive tasks, freeing employees to focus on more important work.

Enhanced Customer Experience

Digital transformation can help businesses better understand and serve their customers, resulting in a better overall customer experience.

Improved Agility

Digital transformation can help businesses respond more quickly to changing market conditions, and to adapt to new business models and processes.

Increased Revenue

Digital transformation can lead to the creation of new revenue streams, as well as increased customer loyalty and retention.

Competitive Advantage

Digital transformation can help businesses stay ahead of the competition, by enabling them to operate more efficiently and effectively.

In short, digital transformation is essential for businesses that want to remain competitive in today’s rapidly changing digital landscape. By embracing new technologies and transforming their operations, businesses can create new opportunities for growth, and better serve their customers and stakeholders.

Conclusion

Digital transformation is about much more than just adopting new technologies – it’s about fundamentally changing how businesses operate, and how they deliver value to their customers. By embracing digital transformation, businesses can become more efficient, responsive, and customer-focused, and can create new opportunities for growth and innovation. If your business hasn’t already started thinking about digital transformation, now is the time to start.

Sources for inspiration

  1. https://www.forbes.com/
  2. https://hbr.org/
  3. https://www.gartner.com/en

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American Rescue Plan for Small Business

American Rescue Plan for Small Business

President Joe Biden signed the American Rescue Plan Act into a law on March 11th, 2021. Officials of the administration and leaders of various associations have claimed that the $ 1.9 trillion plan should be transformational. The key will be to fully utilize all provisions of the American Rescue Plan for Small Business.

I had the opportunity to attend a White House Briefing organized by Small Business For America’s Future, Business Forward & other partner organizations. The briefing included a conversation with Bharat Ramamurti, Deputy Director of the National Economic Council. The conversation focused on American Rescue Plan for Small Business. One highlight was that spreading the information was most essential for the success of this law.

I have tried to put together all relevant information and benefits of the American Rescue Plan for Small Businesses & Startups. Let us start with some highlights:

American Rescue Plan Highlights

Paycheck Protection Program (PPP)

UPDATE: PPP LOAN DEADLINE EXTENDED TILL MAY 31 2021.

Paycheck Protection Program commonly known as PPP is a loan offered by the Federal Government. Purpose of this loan is to incentivize small businesses to continue paying wages to their staff. The scheme comes with a high possibility of loan forgiveness if the funds are utilized as desired.

PPP loans were originally being offered till March 31st, but both the House & Senate have passed the PPP extension act. This has also been signed by the President pushing the deadline to May 31st.

The American Rescue Act opens PPP to more underserved business with the following changes.

  • Revised funding formula for sole proprietors, independent contractors, and self-employed individuals.
  • Allowing small business owners with prior non-fraud felony convictions to access PPP.
  • Allowing small business owners with student loan delinquency to access PPP.
  • Allowing the use of Individual Taxpayer Identification Number (ITIN) by  non-citizen small business owners who are lawful U.S. residents to access PPP.

Resources

Economic Injury Disaster Loan

This is a low interest loan designed to help businesses take care of their running expenses and other fixed liabilities. This is targeted at businesses who have suffered severe loss of revenue because of the pandemic.

American Rescue Plan EIDL

All small businesses including qualifying agricultural businesses (less than 500 employees) and nonprofit organizations in the United States are eligible for this loan. Following are some highlights.

  • Loan amount
    • 24 months of expenses or maximum of $500k for loans starting April 6th, 2021
    • Provision for loan increase in case for prior approved cases
  • Terms
    • Maximum term of 30 years
    • 75% APR for Businesses & 2.75% APR for Nonprofits
    • No pre-payment penalty
  • Funds can be used for
    • Working capital
    • Operating expenses like heath care, rent, utilities, servicing debt etc.
  • Collateral is required for loans above $25000
  • The loan is NOT forgivable

Shuttered Venue Operators Grant

This is a grant, not a loan, designed to rescue venue operators that were in operation as of February 29th, 2020. The grant can be equal to 45% of gross revenue up to a maximum of $10 million. You must be one of the following to be eligible for this grant:

  • Live venue operators or promoters
  • Theatrical producers
  • Live performing arts organization operators
  • Specific museum, zoo, or aquarium operators
  • Motion picture theater operators
  • Talent representatives
  • A Business entity owned by one of the above

These funds can be used as working capital, running payroll and to take care of fixed expenses including marketing expenses.

IMPORTANT: Venue operators who have availed PPP will have this grant reduced by the loan amount.

Resource

SVOG Portal

SBA Debt Relief

SBA is authorized to pay six months of principal, interest, and any associated fees that borrowers owe for all 7(a), 504, and Microloans reported in regular servicing status (excluding Paycheck Protection Program loans). This debt relief to borrowers was originally dependent on the loan being fully disbursed prior to September 27, 2020 and does not apply to loans made under the Economic Injury Disaster Loan program.

Refer the official website for more details: https://www.sba.gov/funding-programs/loans/covid-19-relief-options/sba-debt-relief

Resource

Cross Program Eligibility for all SBA Covid-19 Relief Programs

Restaurant Revitalization Fund

This will be offered as a direct grant to restaurants and other qualifying food businesses. More information is awaited and expected within the next 7-10 days. The administration is hopeful to start accepting applications within the month of April 2021.

Community Navigator Pilot Program

This program is designed for SBA to engage with states, local governments, SBA resource partners, and other organizations in targeted outreach for small businesses underserved communities.

SBA is implementing this initiative by building upon its extensive network of resource partners across the country. To ensure the Community Navigator Pilot Program reaches communities across the country in the coming months, SBA will soon be announcing a new grant funding opportunity that will be open to proposals from SBA resource partners, states, tribes, units of local governments, and other nonprofit organizations.

Resource

Community Navigator Official Portal

References

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