target audience: TECH SUPPLIER Publication date: Jul 2024 - Document type: Market Presentation - Doc Document number: # US51442124
Automation Inside Out: Adopting Intelligent Automation to Optimize Processes and Improve CX
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Abstract
This IDC Market Presentation was presented during the Automation Inside Out event held in Milan in June 2024, organized by Appian.
In this presentation, IDC shows the expected benefits from the adoption of intelligent automation across financial institutions' processes. Today, financial entities must meet the growing expectations of their customers and deliver value with improved processes in terms of accuracy, timeliness, and control.
While financial institutions and their ICT providers are in the early stages of creating new value by leveraging generative AI (GenAI) technologies, there is much space for enriching automation with AI and boosting automation across multiple banking processes. Banks are planning to increase investments in automation to tackle multiple expected challenges. Overcoming silos and leveraging accurate and relevant data will enable financial organizations to improve decision-making capabilities at all levels.
Data is the key asset that must be protected as well as leveraged to its full potential to enhance customer experience through all interaction points. Data will also help improve all internal processes, enabling financial institutions to improve efficiency.
"Intelligent automation combines the benefits of AI and automation technologies, leading to higher efficiency, enhanced team productivity, better customer experience, and improved customer satisfaction," said Maria Adele Di Comite, research director, Financial Insights.