Process Automation

An abstract image showing people working on computers

One platform, company-wide automation.

In the age of digital transformation, it’s important to stay on top of the new and evolving technology available to streamline processes for the workforce. According to a recent study by Forrester, 21 percent of firms seem to think their transformation is done, and another 22 percent are just now investigating transformation, or not transforming at all. Since digital transformation is an ongoing process, both of these groups are setting themselves up to end up behind the curve. 

If your organization falls into that 43 percent, there are simple ways to begin your journey of digital transformation, and it involves process automation. If you’ve never heard the term “process automation,” don’t worry. We’re going to teach you what you need to get started transforming your enterprise, including the fundamentals of process automation and how Capacity is thinking through the convergence of intelligent process automation (IPA), robotic process automation (RPA), business process automation (BPA), and the future of work.

What is business process automation?

Any organization in any field can use business process automation to streamline mundane tasks that take up too much of their workforce’s time. Using tools and technology to expedite projects, simplify processes, or eliminate recurring tasks are all examples of BPA. In addition to saving time, BPA is also widely known for helping organizations cut costs as a result of the added efficiencies to their teams’ workflows. 

As BPA continues to grow and evolve, there are new software and technology available everywhere, which can be overwhelming at times. If we’re supposed to be in a constant state of digital transformation, it’s easy to get wrapped up in the newest and shiniest product. However, it’s far more efficient and economical to consider technology that evolves with a company and learns more as the company learns more.

Capacity is a secure, AI-native knowledge sharing platform that empowers businesses to integrate knowledge across every arm of their organization. By tapping into apps, documents, spreadsheets, web pages, and even the minds of employees, Capacity connects all company knowledge—making it all instantly accessible via chat.

Searching through hundreds or thousands of resources to locate one single piece of knowledge takes time. And once the right document, spreadsheet, or website is found, it takes additional time to comb through the resource’s information to find the desired knowledge. Capacity’s connections to resources stop time from being wasted on searching and empower the workforce to focus on meaningful tasks. This automated, straight line to knowledge significantly streamlines the onboarding process, customer support, loan and mortgage process, sales pipeline, and more.

Capacity’s AI supercharges traditional process automation, not only due to the deep learning it facilitates but also the wonderful user experience we’ve taken great care to create. We’ve integrated more than 50 of today’s most popular enterprise apps, and our Developer Platform (BETA) enables organizations to connect any app or system they could possibly want, proprietary or otherwise. Capacity can meet your team wherever their workflow takes them. 

What is robotic process automation?

Robotic process automation emerged from business process automation, so organizations use RPA for similar reasons that they use BPA: to automate processes, streamline tasks, and reduce costs. However, RPA introduces automated software, for example, a chatbot, that fields inquiries and provides actionable responses. 

Robotic process automation is a fantastic tool for automating simple tasks throughout a workflow. But getting value out of RPA is easier if a company is already leveraging digitized, repeatable processes like those mentioned above. 

In addition to operating as a knowledge sharing platform, Capacity also offers an AI bot created to help businesses do their best work. The bot can “live” wherever teams work, so they don’t have to toggle back and forth between systems and platforms to find the information they need. Capacity plugs into major messaging apps and emails, so the user can simply ask Capacity a question in their preferred communication channel, just like they would a coworker. Our AI-powered knowledge sharing platform is available 24/7, so even if a user is out of the office, they can open up their messaging app and get an answer in milliseconds.

While it is true that a simple question-and-answer pair will work for some scenarios, there are often times that a follow-up question is needed for clarification purposes to fully understand a request. We’ve thought a lot about the future of work and we believe intelligent workflow automation is a huge piece of the puzzle when it comes to providing instant and accurate information. Capacity’s Guided Conversations feature acts as automated workflows for organizations. Rather than simple, canned answers, Capacity can lead teammates and customers alike through targeted, step-by-step conversational flows to guide them to the best answer.

What is intelligent process automation?

Like business process automation and robotic process automation, intelligent process automation was designed to simplify the mundane and repetitive tasks from the workforce. However, IPA takes automation one step further by repeating its users’ activities, learning through conversations, and improving responses over time. Essentially, intelligent process automation is what fuels RPA technology. 

By bringing artificial intelligence and machine learning into a bot, the bot can operate on its own after learning information from the resources in its knowledge base. The bot can also learn from people’s response patterns, the type of questions, the number of questions asked, and more. As a result, the longer a bot works and aligns itself with the unique needs of a company, the more ROI it can deliver.

At Capacity, we believe knowledge sharing is the key to helping teams work efficiently and make good decisions. But it’s important to supplement that knowledge with structure. Having an engine built out for rules is critical for ensuring compliance across your organization. For example, Capacity can record every detail of a particular process and store it in the knowledge base. Once Capacity captures that knowledge, it can be leveraged later to ensure compliance, for example. 

Capacity also uses natural language processing to understand patterns when phrases differ slightly but have the same meaning. It can facilitate spell check, word importance, word order, term frequency, acronym translation, phrasal matching, word vectorization and more—so no teammate or customer is ever left misunderstood and no question is left unanswered. 

No matter how complex the process is behind the scenes, any team can interact with Capacity using natural language and a modern interface in the channel of their choice. Users get instant access to accurate information and structured workflows on processes, which ensures they have everything they need to make the right decision in any given situation.

How can I apply process automation in my organization?

An abstract illustration that shows a chatbot communicating with a mobile device

Regardless of where your organization stands in process automation, change management will be necessary. In the current stage of digital transformation, it’s important to evolve, grow, and make improvements to stay competitive in any industry. 

Change management often involves updating business processes and then training the entire organization to adapt to those changes. With Capacity, on the other hand, you’ll collaborate in training a best-in-class AI system only once, and let it handle answering questions and guiding people through your processes for years to come.

If you’d like to see Capacity’s intelligent process automation, robotic process automation, and business process automation at work, check out our award-winning In|Vest 2019 demo. If you want a bespoke demo that speaks exactly to your organization, sign up for a 15-minute discovery call.