Enterprises look beyond internal
efficiencies, use customizable platforms for strategic objectives
such as customer experience, ISG Provider Lens™ report says
U.S. enterprises are quickly adopting intelligent automation
platforms and increasingly using them to achieve broad business
objectives, including improved customer experience, according to a
new research report published today by Information Services Group
(ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2022 ISG Provider Lens™ Intelligent Automation Platforms and
Products report for the U.S. finds that over the past decade
providers have expanded their offerings from discrete robotic
process automation (RPA) products to platforms for a range of
advanced automation capabilities. These platforms, which combine
proprietary features, emerging technologies and third-party
solutions, have allowed intelligent automation to become a
mainstream technology utilized across enterprise software
portfolios.
“Especially in the U.S., enterprises are looking beyond
automating internal back-office operations to focus on enhancing
customer and employee experience through automation,” said Chip
Wagner, CEO ISG Automation. “Modern automation platforms offer
capabilities that make businesses more competitive, such as
enhanced customer experience based on conversational AI.”
Most automation platform providers are now focused on platforms
that can be applied to a range of enterprise challenges within
specific areas, especially conversational AI, intelligent document
processing (IDP) and process discovery and mining (PDM), ISG says.
Once organizations understand what these platforms can do and how
best to use enterprise data to automate processes at scale, the
benefits can be significant.
Conversational AI is a major focus of intelligent automation
development, and the U.S. is at the forefront of this trend, with
U.S. technology giants acquiring AI companies and leading the world
in applications for AI patents, the report says. The convergence of
intelligent automation and conversational AI has created new
applications to address more use cases across multiple
industries.
Adoption of IDP in the U.S. has moved beyond highly regulated,
document-heavy industries such as finance, insurance and health
care to other sectors, including retail, ISG says. Enterprises are
also starting to apply IDP to bigger challenges, such as filling in
missing content in older, scanned documents. PDM technology is also
growing more advanced and being used not just to capture business
and information processes but to automatically reimagine them, the
report says.
“Automation’s potential to drive business outcomes has never
been greater,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “Product and solution providers are
developing customizable, industry-focused solutions to serve a
growing number of sectors.”
For more insights into the challenges enterprises face when
adopting intelligent automation, along with advice on how best to
take advantage of it, see the ISG Provider Lens™ Focal Points
briefing here.
The 2022 ISG Provider Lens™ Intelligent Automation Platforms and
Products report for the U.S. evaluates the capabilities of 67
providers across three quadrants: Conversational AI Platforms,
Intelligent Document Processing, and Process Discovery and
Mining.
The report names ABBYY and UiPath as Leaders in two quadrants
each. It names [24]7.ai, AWS, Amelia, AntWorks, Automation
Anywhere, Avaamo, Celonis, Cognigy, FortressIQ, Google Dialogflow,
HCLTech Software, IBM, Infrrd, Kofax, Kore.ai, Microsoft, Minit,
Parascript, SAP Signavio, Software AG, Soroco and WorkFusion as
Leaders in one quadrant each.
In addition, Apromore, Fosfor and Omilia are named as Rising
Stars — companies with a “promising portfolio” and “high future
potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from AntWorks
and Soroco.
The 2022 ISG Provider Lens™ Intelligent Automation Platforms and
Products report for the U.S. is available to subscribers or for
one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 800 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,300
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20221205005614/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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