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Why Are Businesses Looking Towards Automation In 2020?

December 03, 2020  •  4 minute read

It is true, not much has changed in the world of business in the last 50 years. Every incumbent leader is trying to solve the age-old challenges like how to reduce the load on the bottleneck. How to predict variability? How to standardize business processes? How to get costs lower and efficiencies higher?

The answer is not business automation. Not unless you know why you need business process automation, and more importantly, where you need automation.

Identifying the bottlenecks:

And every company, big or small, process-oriented or chaotic, manufacturing or service-led, has bottleneck(s). If you feel you don’t have a bottleneck, you’ve just not found it yet. The magic is in understanding the process, understanding how it is impacting the cycle-time of delivery and then working on reducing bottlenecks and solving the same problem for a new bottle next that will emerge. Which definitely will.


From the supply chain to marketing, everything in business works on forecasts. But one thing that is common to forecasts is that they’re wrong. And the wider the range of wrong forecasting, the more detrimental it is to goal completion. It is important to keep the forecast variance range as tight as possible. And one thing you’ll notice during forecasts are peaks and lean periods, acute growth and plateaus. And while it’s easier to predict trends, it’s difficult to predict and prepare for turning points.


Business process automation is extremely valuable to organizations dealing with bottlenecks, variability, and scale. Modern enterprises, in manufacturing or services, are realizing the benefit of automated and reliable processes. Especially before the bottlenecks. Large enterprise-level software solutions such as SAP ERP, Oracle, Microsoft Dynamics, Netsuite are great at product planning, material purchasing, inventory control, distribution, accounting, marketing, finance, and HR.

But modern-day organizations don’t find ERPs enough. The goldmine of data that ERP systems have, need to be communicated at the right time, to the right person, for it to be valuable.

Step in Conversational AI:

Enterprises leveraging ERP are now adding to it, the power of artificial intelligence and machine learning-powered digital assistants to help you focus on what matters. Leveraging Conversational AI and machine learning, the insights can be communicated in a natural conversational manner to support real-time decision making.

Say you need 1M additional Tissue Rolls to be produced at your factory due to a recent virus scare, the ERP systems can use its predictive analytics to predict the demand at multiple levels, and the conversational AI-powered digital assistants can communicate seamlessly between teams and machines to make it happen.

Think of ERPs with Digital Assistants as a business automation tool to give you faster implementation, easier communication, and lower costs.

Larger the process, more the resistance to change. But here are some reasons why you ought to look at ITSM automation in 2020.

  1. Automating mundane processes: Most mundane tasks look fairly easy to accomplish. But it is the volume of time taken to resolve and work on the mundane tasks that slow down the efficiency of the employees handling the tasks and in return, negatively impacting the productivity of the request raiser. 
Automate Repetitive and Mundane Processes

Some of the most common use-cases awaiting automation intervention: Password Reset, Software Provisioning and de-provisioning Enabling Account Access

2. Automating Long-Drawn Processes: Troubleshooting involves back-and-forth communication. Virtual Digital Assistants can easily guide people through the journey, thereby reducing the long-wait hours a human spends on going through one process. Virtual Digital Assistants are not only fast, but also more well-rounded in the guidance offered as it relays information to one source, from multiple backend integrations.

Some of the most common use-cases awaiting automation intervention: Incident management, service-request management, ticketing automation, automating follow up and escalations.

Automate Long-Drawn Processes

3. On-demand information: Fueling employee satisfaction and enterprise productivity by empowering employees with answers to their queries at the tip of their fingers. One thing digital assistants are good at is rummaging through various content sources and bringing out the most contextual answer to simple and complex FAQs.

Automate On-Demand Information

Some of the most common use-cases awaiting automation intervention: Conversational knowledge management, FAQs answering

Rich Conversational Experiences can orchestrate and automate Service Desk and ITSM at companies, leading to big savings on cost and efficiencies both.


Yellow.ai is the world's leading enterprise-grade conversational AI platform that unlocks business potential at scale. It is powered by Dynamic AI Agents to deliver human-like interactions that boost customer satisfaction and increase employee engagement across 35+ voice and text channels and in 135+ languages.
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