Will All Data Driven Processes Be Automated Sooner or Later? « the BPM freak !!
source link: https://thebpmfreak.wordpress.com/2019/12/06/will-all-data-driven-processes-be-automated-sooner-or-later/?shared=email&msg=fail
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There was an interesting discussion initiated by Peter Schooff @bpm.com few months back
Will All Data Driven Processes Be Automated Sooner or Later?
Will All Data Driven Processes Be Automated Sooner or Later? …What do YOU Think? https://bpm.com/in-the-forum/6460-will-all-data-driven-processes-be-automated-sooner-or-later #BPM #process
My Thoughts:
- That’s definitely the ‘nirvana‘ state which every enterprise is thriving to achieve. Data Driven approach will be a key lever for organizations to realize the potential of Self-serviceability & Self-healing processes.
- But, the question is, will every data-driven process be eligible for automation sooner or later?
- The answer is ‘maybe not’. What’s more important is Quality of Data!
- Even if we have tons of data that are not interlinked or just provide discrete info – it does not meet the purpose.
A simple scenario:
- A leading financial institution that wants to automate the Customer Service operations (as it has tons of data collected over the years w.r.t its Customers) may not succeed if the data in store are just siloed/half baked info or mere transactional notes.
- Quality of Conversation is critical than just providing pointed transactions which have white spaces in Customer Engagement (it’s like a trade-off between AHT- average handling time & conversation time or simply put speed vs time)
- A data driven approach with a wish list of automation should ensure the Quality of Data is not compromised. Else it will show unexpected behaviour which can turn out to be a costly affair.
To put it in one sentence:
“Data Driven Automation approach should preach Quality of Data”
If organizations do not have clean/qualified data, that should be the prerequisite exercise(as data discovery) for smooth & uninterrupted automation to follow.
Will All Data Driven Processes Be Automated Sooner or Later? #automation #data #RPA #process
Happy Learning!! 
Image courtesy of [Suwit Ritjaroon] at FreeDigitalPhotos.net
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