The New Normal
2020 and Beyond

Chapter 2

Process Automation


COVID-19 has driven the discussion and need for automation and robotics even further. Many industries have started thinking about automation, robotics, and process modernization [20]. And they want to start with the low hanging fruits of robotic process automation of mundane business processes.


Reimagining internal process with Robotic Process Automation tools and technologies will accelerate the preparedness for the New Normal

It is a world of possibilities. Businesses can adopt Robotic Process Automation tools like AutomationAnywhere [21] or UIPath [22] to automate various use cases, like – quick processing of loan applications by banks, monitoring network usage and employees’ COVID-19 risk levels, and more. Automated bots can be built to intelligently interface with customers, understand their intent, and provide the correct answers. Contact centers can be made more efficient with tools like Google Rapid Response Virtual Agent [23] to build customized AI virtual agents that serve customers over chat, voice, and social channels.

Businesses will more likely align with a ‘fixed-job, fixed-role, fixed-pay’ paradigm instead of discussing the traditional KRA/KPI for their workforce. Hence, automation of the process of goal setting, feedback, and motivation will be very crucial to save time. Further, there are many more business areas where automation will make work more productive and effective. 

More insights and efficiency for business support teams

With distributed teams, business support functions, like – Human Resources, Administration, Finance, and more – can adopt automation to simplify their work and improve results. With such tools, the support functions will be able to analyze the workforce’s queries for their intent and meaning, and respond quickly and consistently.

Improved task management and software development lifecycles

As managers will manage remote teams project after project, they will have to rely on standard, automated processes to divide, distribute, collate, and validate work. 

There can be continuous evolution and enhancement of new software development paradigms and processes, engineering processes, tools, and techniques.

© 2022 MediaAgility Inc. All Rights Reserved      Page 8

© 2022 MediaAgility Inc. All Rights Reserved
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