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A guide to intelligent automation

October 04, 2021

A guide to intelligent automation
powered by Sounder

Intelligent automation is known in various circles as hyper automation or native automation.

Regardless of which name you use, the fundamental idea behind it is to identify automation initiatives that can digitize some of the excessive workloads many companies are facing.

Shelby Skrhak speaks with Michael Lim, Integration Executive at IBM RPA and Process Mining at IBM, about:

  •  3 ways in which artificial intelligence is applied
  • Why process mining is so vital
  • The use cases for intelligent automation
  • What makes IBM RPA unique

Applications for AI

There are three different ways that AI can be applied in the context of intelligent automation:

  1. Identification—Identifying what type of work is required by extracting content and information from structured and unstructured documents
  2. Application—After learning what people are doing, robotic process automation (RPA) begins to understand it and digitize it
  3. Prediction—Predicting what work will be needed and digitizing that

Process mining

Process mining can be vital to a company’s operations. It’s a tool to help understand how a business is running and where there are derivations in operations. It can also help companies identify the root cause of those derivations and align their KPIs correctly to those business outcomes.

IBM takes process mining a step further. Not only can their process mining engine identify derivations, it can also identify where you can apply automations and what automation types to apply.

Use cases for intelligent automation

Here are three common use cases:

  • Customer or supplier onboarding—It can be applied in cases where there is a form that needs to be filled out and a decision that needs to be made on the contents of that form.
  • Customer support and service—If customers ask for things and the outcome is always the same, it can be used to bring consistency to that work.
  • IT automation—An example would be whenever a customer upgrades a system and it needs to be unit tested, intelligent automation can digitize that workload.


IBM RPA is unique from other vendors in three different ways:

  • SaaS—It is built on SaaS architecture, so you pay for what you use.
  • Pricing—Rather than pricing per install, it charges per usage so companies are getting ROI when they adopt it.
  •  Chat—There’s a chatbot capability built in so customers don’t have to buy anything on top of the platform.

Automation is not just a race, it’s a marathon. Because of that, companies are moving away from standalone purchases and towards platform purchases of software.

That’s what IBM offers: a platform with a robust set of capabilities that you can use to build out your automation mission.

For more information, contact Jilina Damin or visit Robotic Process Automation.