We can characterize the fourth stage of automation, smart automation, by intelligence embedded across customer channels (stores, call centers, websites, etc.), processes, systems, and platforms. Smart automation builds on the previous stages and uses intelligent means to bring automation to all aspects of a business value chain, from customer experience (CX), worker experience, internal processes, and operations to partner collaboration, covering all types of systems. As we explore in this Advisor, however, it is important that smart automation design carefully consider the subtle interplay between humans and machines to understand the nuances of those activities humans are good at and those for which machines are efficient and reliable.
Advisor
About The Author
Aravind Ajad Yarra is a Wipro Fellow and Chief Architect at Wipro Digital. His areas of focus are emerging technologies and digital architectures. With over 24 years’ experience in the technology services industry, Mr. Yarra helps enterprises adopt emerging technologies to build smart applications leveraging artificial intelligence, machine learning, and cloud computing. His current areas of research include quantum computing and decentralized… Read More
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