Enterprises must distinguish help from hype
while balancing the benefits and risks of this rapidly maturing
technology, ISG Provider Lens™ report says
Generative AI may not yet be able to live up to the hype, but
rapid advancements in the technology are starting to reshape the
European market for intelligent automation products and platforms,
according to a new research report published today by Information
Services Group (ISG) (Nasdaq: III), a leading global technology
research and advisory firm.
The 2023 ISG Provider Lens™ Intelligent Automation ― Platforms
and Products report for Europe finds the buzz surrounding GenAI has
increased enterprise demand for conversational AI products. But
that has been balanced by a degree of caution around the risks and
challenges of using large language models, the ISG report says.
“Automation providers need to penetrate the considerable hype
surrounding GenAI,” said James Ewing, EMEA lead, ISG Automation.
“They can help their clients understand the current limitations of
large language models.”
The European landscape for intelligent automation products and
platforms continues to evolve in technology complexity, business
maturity and the sheer variety of use cases pursued by providers
and enterprises, the ISG report says. For example, advancements in
conversational AI promise dramatic improvements in the customer and
employee experience. According to the report, one of the most
intriguing aspects of conversational AI is the prospect of much
more lifelike conversational experiences, where virtual bots can
rapidly gauge a customer’s sentiment.
Yet the risks associated with GenAI remain, the ISG report says.
Chief among them is hallucination, the tendency of probabilistic
models to imagine information that is not true. According to the
report, most leading intelligent automation providers can reduce
but not eliminate this risk by employing a mix of their own
proprietary NLP and natural-language understanding technologies,
along with LLMs and guardrails around the use of external data
sources.
“The European enterprise appetite for GenAI is definitely
growing,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “Europe’s rising labor and energy costs are
driving the overall demand for automation.”
The report also examines how providers are using generative AI
to help democratize process discovery.
The 2023 ISG Provider Lens™ Intelligent Automation ― Platforms
and Products report for Europe evaluates the capabilities of 64
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, while Amelia, Celonis, Cognigy, Creative Virtual, Kofax,
Kore.ai, SAP Signavio and SS&C Blue Prism are named as Leaders
in one quadrant each.
In addition, Apromore, Avaamo, DRUID, QPR Software and Straive
are named as Rising Stars — companies with a “promising portfolio”
and “high future potential” by ISG’s definition — in one quadrant
each.
The 2023 ISG Provider Lens™ Intelligent Automation ― Platforms
and Products report for Europe 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 900 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 1,600
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/20240208927054/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Philipp Jaensch, ISG +49 151 730 365 76
philipp.jaensch@isg-one.com
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