Romper Barreras A La Automatización Inteligente Con BPM (Parte 2) - Blog Appian

29/4/2020 Romper barreras a la automatización inteligente con BPM (Parte 2) | Blog Appian
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Neil Ward-Dutton , autor y

vicepresidente de prácticas europeas
de inteligencia arti cial y
automatización de procesos
inteligentes, IDC
https://www.appian.com/blog/bpm-busting-barriers-to-intelligent-automation-part-2/ 1/13
(Esta es la última entrega de nuestra serie de

dos partes en BPM como la columna vertebral
de la automatización inteligente, con Neil
Ward-Dutton ( @neilwd ), VP, AI y Prácticas
Europeas de Automatización Inteligente de
Procesos, IDC. Ward-Dutton es una de las
Europa Los asesores tecnológicos estratégicos
más experimentados y de alto per l y
analistas de la industria (lea la primera parte
aquí ) .
En el episodio anterior, Neil Ward-Dutton

nos dijo por qué la economía de la
automatización inteligente (IA) ha cambiado
y por qué BPM es más importante que
nunca. En esta última entrega, Ward-Dutton
revela las tres claves para aprovechar al
máximo su inversión en IA. También analiza
la importancia de alinear la estrategia de
automatización con los diferentes tipos de
trabajo en su organización, mapeando los
'puntos clave' para tipos especí cos de
automatización y más.
Desde aproximadamente 2000 hasta 2015,

dice Ward-Dutton, las grandes
organizaciones básicamente tenían solo tres
opciones tecnológicas para automatizar el
trabajo administrativo. Podrían
implementar aplicaciones de software
empaquetadas, crear aplicaciones
personalizadas con herramientas de
desarrollo de software tradicionales o
utilizar plataformas enfocadas en el ujo de
trabajo y la automatización de las reglas de
negocios. Hoy, las empresas tienen más
opciones de automatización que nunca.
Se espera que el mercado de

automatización de procesos robóticos
(RPA) explote de $ 7.7 mil millones a $ 12
mil millones para 2023, según Forrester. Y
el 65% de las organizaciones que
implementaron RPA también introducirán
inteligencia arti cial, incluido el aprendizaje
automático y los algoritmos de
procesamiento del lenguaje natural para
2022. Eso dice Gartner. Tener la capacidad
de orquestar el espectro de estas

tecnologías complementarias ha permitido a
los líderes digitales ir más allá de los casos
de uso de RPA aislados y entregar
estratégicamente una automatización de
extremo a extremo en toda la empresa.
Para los líderes empresariales y de TI, hay

mucho en juego. ¿Duplicas la
automatización para competir y ganar? ¿O
te paras y corres el riesgo de perder ante los
retadores hiper-automatizados? Los
expertos anticipan un crecimiento masivo
en el uso de IA y tecnologías autónomas en
los próximos años. En la siguiente
conversación, Ward-Dutton explica por qué
tener la capacidad de organizar la
automatización, la inteligencia arti cial y
otras tecnologías en toda la empresa es un
factor crítico de éxito. Espero que disfrutes
la conversación.
Appian: Usted ha caracterizado la

automatización inteligente (IA) como una
palanca para la ventaja competitiva. ¿Que
quieres decir con eso?
Ward Dutton: To compete effectively,

traditional companies have to be more agile,
quicker and more transparent. Automation
is critical to doing that. So, if you’re slow to
adopt intelligent automation, you could end
up in a tricky situation. If you’re trying to
build a scalable business and deliver value
to a mass market, intelligent automation is
really important
Debunking the “One-

Tech-Fits-All”
Automation Myth
Appian: As an automation expert, you’ve
talked to numerous senior execs about the
convergence of BPM and intelligent
automation. Based on these conversations,
what’s the biggest misconception senior
execs have about intelligent automation?
Ward-Dutton: I think there are two, really.

And I’m not sure which is bigger. One is that
RPA is the lead vehicle by which AI will be
delivered into their organization.
Many of the execs I talk to

believe that RPA is the way
that work will be
automated. And that RPA
will bring AI with it. And
that’s how AI will be
adopted by
organizations. But that’s too
simplistic. That’s just one
route by which machine
learning technology can add
value.
But there are many other scenarios by

which intelligent automation is being
introduced into organizations. The other
misconception is that if you have RPA, you
don’t need anything else. But if you step
back and look at the big picture of all of the
work that needs to happen in an
organization, it’s hugely varied, and you
need a whole toolkit to deploy smart
technology across the entire landscape.
Take a Strategic
Approach to Intelligent
Automation
Appian: On that point, some experts
characterize intelligent automation as a
toolkit. Others call it a spectrum of
technologies. How would you de ne
intelligent automation for non-tech execs?
Ward-Dutton: You’re talking about a

variety of different approaches to using
automation. In some cases, you’re talking
about automating tasks from end to end. In
other cases, you’ll be automating speci c

tasks, or providing “smart assistants” that
can help human workers do a speci c job
more effectively.
Appian: And by “smart assistants,” you

mean arti cial intelligence?
Ward-Dutton: Yes, the intelligence relates

to the use of arti cial intelligence and
machine learning—technology that doesn’t
need to be programmed, but can learn over
time.
And the other way I think

about intelligent
automation is that it should
be used with discretion. It
shouldn’t be
indiscriminately applied
everywhere. You have to
think strategically about
how it affects your
organization.
Night of the Ultracrepidar

@neilwd
Very happy to share that the new

@IDC_EMEA program
@John__OBrien and I have been
working on, European Intelligent
Process Automation Systems,
launched today: bit.ly/2mDmdt2 -
we're covering the converging
#RPA, #AI, #workflow, #lowcode,
#integration ecosystem in Europe
European Intelligent Process A…
IDC examines consumer markets by

devices, applications, networks, and
idc.com
11 11:35 AM - Oct 1, 2019
See Night of the

Ultracrepidarians's other Tweets
Focus on Augmenting,
not Replacing, Human
Labor
Appian: The elephant in the room when you
talk about intelligent automation is
workforce disruption. The ip side is that
automation augments human labor and
makes workers more productive. How do
you see that debate playing out?
Ward-Dutton: It’s probably a bit of both.

And I think the thing that will determine
how it plays out is the culture of our
companies. It’s absolutely possible to
implement automation to reduce the size of
your workforce. And for companies that are
only interested in maximizing pro t, they
may do everything they can to do that.
Appian: But that’s pretty nearsighted, isn’t

it. The value of intelligent automation goes
way beyond ef ciency and cost savings.
Ward-Dutton: That’s right. Some

companies are much more enlightened than
just prioritizing ef ciency. And I’ve worked
with quite a few of them, where their whole
approach to intelligent automation is not
like “how can we take people out of this
process? These companies think more
about people, and asking them how to
automate the mind-numbing aspects of
their job and make them more productive?
Massively Improving
Customer Experience
Appian: Speaking of making people more

productive, one of the areas where
companies are investing heavily in
intelligent automation is in improving
customer experience. How does intelligent
automation improve productivity from a
customer experience standpoint?
Ward-Dutton: Yes, I think this is really

important. Most people think of intelligent
automation as a back of ce thing that’s
about reducing costs and increasing
ef ciency, quality, etc. But if you’re smart
about applying it in the front of ce, you can
massively improve customer experience
with intelligent automation.
Appian: Can you give an example of that?
Ward-Dutton: At Appian, you’ve got a

customer called Aviva. It’s an insurance
company. They’re a great example of how to
use intelligent automation to improve the
customer experience. Their use case deals
with one of the big challenges with
customer call centers and contact
centers. You’ve got (call center) agents, who
are trying to resolve customer problems by
navigating 20 or 30 different legacy
systems.
And the reason there are so

many systems, is because so
many companies have
grown through
acquisition. So, you have
numerous systems that
aren’t integrated.
Intelligent automation can really help to

speed up the retrieval of information from
all of these systems and update the
information too.
Appian: Can you talk about the business

bene t of that?
Ward-Dutton: One of the bene ts is that

intelligent automation eliminates friction
between customers and back end systems
of record.
Aviva: Transforming Custome
A Powerful Lever for

Driving Competitiveness
Appian: On a related note, you’ve also so
said that it’s important for organizations to
think holistically about intelligent
automation. Why is that the case, what does
that mean? And what’s the wrong way to
think about intelligent automation?
Ward-Dutton: Coming back to the point I

made earlier, you have to think holistically,
because not all work is the same. So, if you
build an automation strategy on the
assumption that all work is the same, it will
lead you into a horrible mess. The thing is,
some work is very routine—very rules-
based. Simple. And it’s basically the same
thing done over and over again. At the other
end of the spectrum is work that’s
exploratory. You need a higher level of
expertise for this kind of work. You also
need to apply discretion in doing this type of
work. And it tends to be closer to the
customer, such as investigating fraud or

helping a customer with a billing problem.
Appian: So, there’s a whole spectrum of

different kinds of work.
Ward-Dutton: Yes, and you have to think

strategically about how you apply
automation in the context of each situation.
Appian: I’ve seen research showing that

many companies are slow to scale up their
intelligent automation pilots. Isn’t that a
risky thing to do when the tech is evolving
so fast?
Ward Dutton: I think for many

organizations, embracing intelligent
automation is really crucial. It’s a powerful
lever for driving competitiveness.
If you’re an established
company trying to respond
to threats from digital
disruptors, you’re
competing against
companies with lower costs
because they’re more
automated, and they can
deliver value to customers
faster.
Appian: So, choosing to be a fast-follower,

or being complacent with just piloting IA in a
business unit or two could be too little too
late?
Ward Dutton: To compete effectively,

traditional companies have to be more agile,
quicker and more transparent. And
automation is critical to doing that. So, if
you’re slow to adopt intelligent automation,
you could end up in a tricky situation. If
you’re trying to build a scalable business
and deliver value to a mass market,
intelligent automation is really important.
Three Takeaways for C-

Suite Execs
Appian: The last thing I want to touch on is
the white paper you recently wrote on
intelligent automation (An IT Strategy Brief
for the New Era of Intelligent
Automation).What’s the biggest takeaway
for senior execs?
Ward-Dutton: There are three. The rst

goes back to something I said at the
beginning of our conversation.
The economics of automation have changed

dramatically, particularly over the last three
years. And we can now apply tools to
automate more parts of our businesses in
more sophisticated ways, because the
economics have changed hugely. The same
is true of the opportunities and
challenges. So, you absolutely have to revisit
your automation strategy and your old
assumptions about automating work. As
you’re doing that, it’s important to get a
handle on the different kinds of work in
your organization and map out the role it
plays. Only when you do that will you be
able to build a framework for intelligent
automation. That’s the second takeaway.
The third takeaway is that there are going to

be opportunities that you can take
advantage of today. So, it’s important to get
started quickly. But what’s also important is
that the technology is changing rapidly. So,
you have to be prepared to continually re-
evaluate your technology.
Ditch the Set-it-and-

Forget-it Mindset
Appian: But many companies are still
waiting for intelligent automation to
mature. They think we’re still in the hype
cycle.
Ward-Dutton:
It’s not like you can revisit

your automation strategy in
2019, and then not think
about it for ve years. The
technology is changing too
fast for that.
So, as you start to formulate automation

strategy, you have to also realize that the
boundaries of what’s possible will also
change every year or two. You have to be
prepared to keep coming back to your
strategy and revisit it. And the last thing I
want to leave you with is this: Automation
technology is changing quickly. But don’t
use that as an excuse to put off adopting it.
Some people make the mistake of thinking
they can wait until the rate of tech change
slows down to avoid making the wrong
decision.
That’s probably the most dangerous thing

you can do.
Night of the Ultracrepidar

@neilwd
The great #bpmnext team already

edited and uploaded a video of my
Automation Architecture talk from
yesterday. You can find it here:
ow.ly/ZBAD50h84nF
6 7:36 AM - Apr 18, 2018
See Night of the

Ultracrepidarians's other Tweets
BPM: What’s Old Is New

Again
Appian: Which brings us back to BPM.
Ward-Dutton: Yes, you need some kind of

orchestrator or conductor. Many of the
technologies, services and frameworks you
want to adopt to automate parts of your
business are going to change. So, what you
need is some kind of backbone that lots of
different capabilities can be plugged into
and changed over time. From a strategic
standpoint, BPM provides that kind of
exible backbone for intelligent automation.
Appian: Finally, as you think about 2019

and beyond, what are some of the big trends
on your radar?
Ward-Dutton: I’m not expecting to see

much in terms of new technologies. But I’m
expecting to see new developments in the
maturing of existing technologies. So, we’re
going to see more in terms of
interoperability and tech convergence in
driving intelligent automation. And this
includes RPA, and case management. I think
we’re going to see more situations where
these technologies are working together. I
think we’re also going to see more focus on
the packaging of technology and
management tools, and reporting and
analytics tools as well.
The big challenge is: How do

we get an end-to-end view
of how all of this automation
is working together in a way
that’s integrated?
We’ll see much more focus on this tech

integration challenge in the years ahead.
(Para obtener más información sobre los

bene cios de combinar el poder de la
automatización inteligente y de bajo código,
consulte este documento técnico de lectura
obligatoria: El valor comercial del desarrollo
de bajo código y la automatización inteligente
de procesos ).
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29/4/2020 Romper barreras a la automatización inteligente con BPM (Parte 2) | Blog Appian

Comunidad Socios Contáctenos  Prueba gratis

PRODUCTO SOLUCIONES CLIENTES RECURSOS

BPM: una columna Lectura recomendada

automatización 3 señales de que puede obtener más de RPA

 ROLAND ALSTON | Adaptarse al cambio. Tomando el control de su

Neil Ward-Dutton , autor y

(Esta es la última entrega de nuestra serie de

En el episodio anterior, Neil Ward-Dutton

Desde aproximadamente 2000 hasta 2015,

Se espera que el mercado de

de orquestar el espectro de estas

Para los líderes empresariales y de TI, hay

Appian: Usted ha caracterizado la

Ward Dutton: To compete effectively,

Debunking the “One-

Ward-Dutton: I think there are two, really.

Many of the execs I talk to

But there are many other scenarios by

Ward-Dutton: You’re talking about a

other cases, you’ll be automating speci c

Appian: And by “smart assistants,” you

Ward-Dutton: Yes, the intelligence relates

And the other way I think

Night of the Ultracrepidar

Very happy to share that the new

European Intelligent Process A…

IDC examines consumer markets by

11 11:35 AM - Oct 1, 2019

See Night of the

Ward-Dutton: It’s probably a bit of both.

Appian: But that’s pretty nearsighted, isn’t

Ward-Dutton: That’s right. Some

Appian: Speaking of making people more

Ward-Dutton: Yes, I think this is really

Appian: Can you give an example of that?

Ward-Dutton: At Appian, you’ve got a

And the reason there are so

Intelligent automation can really help to

Appian: Can you talk about the business

Ward-Dutton: One of the bene ts is that

Aviva: Transforming Custome

A Powerful Lever for

Ward-Dutton: Coming back to the point I

customer, such as investigating fraud or

Appian: So, there’s a whole spectrum of

Ward-Dutton: Yes, and you have to think

Appian: I’ve seen research showing that

Ward Dutton: I think for many

Appian: So, choosing to be a fast-follower,

Ward Dutton: To compete effectively,

Three Takeaways for C-

Ward-Dutton: There are three. The rst

The economics of automation have changed

The third takeaway is that there are going to

Ditch the Set-it-and-

It’s not like you can revisit

So, as you start to formulate automation

That’s probably the most dangerous thing

Night of the Ultracrepidar

The great #bpmnext team already

6 7:36 AM - Apr 18, 2018

See Night of the