SSON's Global State of Intelligent Automation Market Report 2020

It has been half a dozen years or so since Robotic Process Automation (RPA) first entered the shared services vocabulary. In the intervening time, SSO leaders have recognized the value of what started out as task automation and steadily extended into what is now referred to as intelligent automation (IA).

The addition of ML and AI into the mix has meant that the type of work handed over to bots has become increasingly complex, leveraging “human-like” intelligence (generally still based on pattern recognition, but this, too, is changing).

The pandemic has significantly accelerated the adoption of IA by highlighting the risks associated with location-specific delivery models and relying extensively on humans for transactional work.

This report, based on a global IA survey conducted in Q2, provides a comprehensive and clear line of sight over how well organizations are leveraging current intelligent automation opportunities, and how they plan to shift strategies in the year ahead.

Specifically, it outlines how they are accelerating their automation agendas.