The promises and perils of automation
Automation might be the hottest thing in business these days, with organizations getting on the bandwagon to profit from the boost in productivity that automation promises. But like any new trend, the rush to adopt automation can lead to problems. And if you’ve had concerns about automating your business systems too quickly, you’re not alone. It turns out that most business leaders today worry that without robust long-term strategic planning, many organizations and the networks they rely on may face serious repercussions.
Like most things in business, whether something works or not depends on how well it’s managed. And the secret to managing something effectively means having a better idea of what it is, and what it can do. So, what is automation? And is it the same thing as artificial intelligence?
What is automation?
Automation is using technology to get things done with as little human involvement as possible. Automation is Nous about replacing people. Having a “human in the loop” is critically important and can determine whether your automation efforts will succeed or fail. The goal of automation is to reduce the amount of human energy required for day-to-day business tasks. And the evidence is that nearly half of the activities that people carry out at work could be done by automation and AI. That’s a good thing, because great automation means your workforce gets more done while focusing on higher-level things that matter like creating long-lasting trust relationships with clients and customers.
Already there are many aspects of your business that are automated. Whether you are using an email marketing platform, customer relations management (CRM) software, or a program to generate reports, much of the automation that goes on in business right now is hidden in tools we already use and rely on. But today organizations have reached a change threshold that requires all of us to think more globally and more transparently about automation.
Automation and artificial intelligence
Remember that automation is different than artificial intelligence, or AI. AI is a computer-based technology that learns and solves problems using a programmed “intelligence” that’s supposed to be similar to ours. But as the two technologies develop and grow, expect to see more automation solutions driven by AI.
Different kinds of automation
The bigger picture is that not all automation is the same. For example, basic or task automation means taking simple routine tasks and automating them. This can include things like streamlining and centralizing things that many businesses still do manually, like forwarding documents or sending invoices to customers. Process automation takes more complex but repeatable processes and automates them. This usually involves SAAS or other software solutions to automate common but more multi-faceted business processes. Meanwhile, intelligent automation et hyperautomation combine artificial intelligence et machine learning with robotic process automation techniques to organize decision-making at scale and across entire organizations. The goal is a systematic and business-led approach to the challenge of automation.
Benefits of automation
We’ve already seen that one of the most important reasons to automate is to help you and people in your organization focus on growth. If you are busy doing simple and repetitive things, it means there is less time and energy spent on meeting the challenges and opportunities your organization faces, including supporting employees, reaching new customers and markets, and creating the places where innovation happens.
When automation is managed well it can deliver all kinds of benefits, including ones you didn’t see coming. For example, implementing automation can mean identifying business operations that don’t work well, or that drive away business. Another benefit is that automation has the potential to let your team see and act on opportunities that might not have been imaginable beforehand. Building a link between day-to-day business processes and data collection gives your team real time intelligence that can open up new opportunities.
Let’s talk about risk
But what about the risks? Despite all the progress, automation is not a magic solution that can solve all business problems. Implementing automation effectively requires committing substantial resources, and your team will have to carry out research to find out which firms offer the best automation solutions for your kind of business.
The journey to intelligent automation isn’t always smooth. You’ll have to get to grips with issues such as data quality, systems integration, and making sure that your automation solution isn’t creating or replicating errors and problems. And as it turns out, one of the biggest challenges is managing expectations when it comes to automation. For example, many people believe that automated systems can operate without human oversight. The truth is you’ll always need to monitor your automated processes to ensure that they are accurate and are boosting productivity!
Another obstacle on the path to effective automation is the question of ethics. Particularly when powered by AI, automated systems and the decisions they make have to be monitored for bias and fairness. It’s important to remember that the gains delivered by automation do not apply equally to everyone. Changes brought about by automation in the workplace—and to the economy as a whole—have a disproportionate and sometimes negative impact on women, racialized people, and workers from other equity-deserving groups. It helps to remember that according to most experts, automation has to be focused on growth, rather than on cutting costs. Implementing automation with an eye on growth and inclusion will help your team get on board, which is essential for business success.
Transparency and “grassroots automation”
As your organization moves ahead with automation, keep the goal of digital transparency in mind at all stages of the process. A focus on data and systems transparency empowers people to work more intelligently, helps support experimentation and innovation, and gives your team tools to make better decisions more quickly. Critically, transparency also builds accountability in your organization, and with your customers.
One approach your organization can consider is “grassroots automation.” This automation strategy is about letting everyone in your business—including non-technical staff—help design and implement automation solutions. More business leaders are seeing the benefits of bringing everyone in their organizations into the discussion of identifying work flows and how to automate them. It’s important, because while not everyone on your team will be proficient at coding and designing digital systems, they understand your most critical business activities better than anyone else. And with the growth of low-code and no-code platforms, it’s easier than ever to bring everyone into the conversation about automation. Ultimately, that’s what is going to make automation work for you and your business.
