Change in the age of automation
In a 2020 report published by Forrester, it is predicted that more than a million knowledge-work jobs will be replaced by software robotics, RPA, virtual agents and chatbots, and ML-based decision management. This can significantly enhance the quality of work for employees, while bettering cost efficiencies of processes.
Businesses today are looking for ways to digitally transform their traditional approach to managing customer interactions. As digitization increases, companies often turn to their IT department to replace or upgrade their systems.
- There is a need to constantly innovate in order to do more with less, yet ensure quality is not compromised.
- Inefficiencies and potential errors compounded with legacy systems, make it difficult to cater to the omnichannel needs of the digital customer.
- Automation gives people the opportunity to upskill, thereby improving employee productivity and job satisfaction.
Presenting automation of the future
In this pursuit of digital transformation, more and more companies are embracing intelligent automation. Intelligent automation combines automation with artificial intelligence to analyze vast amounts of information, identify trends and patterns, and predict outcomes that aid in better decision making. This significantly enhances efficiency and lowers turnaround time and manual effort.
At HGS, our intelligent automation solution leads with cognitive self-service automation and intelligently integrates people at key moments of truth. It is technology-agnostic and leverages analytics and insights to innovate and improve. Our intelligent automation solution allows machines to do more than just process data. It can now analyze data sets, spot inconsistencies, check for correctness, and ultimately, help making better business decisions.
This digital transformation is powered by digital integrator technologies such as natural language processing, contextual insights, and artificial intelligence to give a truly digital customer experience.
In the front office, our bots assist agents to resolve customer queries quickly and efficiently. Resolution steps are automated and handle time is minimized for interactions, thereby enabling an intelligent people-system handoff and an end-to-end experience journey.
In the back-office, we provide a range of digital solutions such as transactions processing, document research, data validation and updates, reporting, and performing complex decisions based on algorithms.
Innovate and improve with HGS automation services
We initially started with RPA solutions to help our customers with efficiencies and were early at institutionalizing automation within our business. Today, we use machine learning and natural language processing to build a virtual workforce that is capable of executing tasks and learning from data sets, including decisions based on emotion detection. Here are the various services we can offer
Identifying the scope of transformation and type of automation leading to clear business value
Workflow design and development to facilitate improvement in quality, fostering innovation and productivity
Robotic process automation
Automating rule-based tasks in processes which involves a high-level interaction between software applications and humans
Machine-led digitization techniques for data extraction from structured, semi-structured and unstructured sources and data formats
Automated, self-learning interactions and systemic responses towards enhancing customers experiences
Why HGS Digital?
Our creative team of strategic thinkers, solution architects, user-centric designers, analysts, security experts, and software engineers can design and build a solution suited to your industry, organization, goals, and budget.
With a strong base in business process management and a thorough knowledge on the ever-changing needs of the digital customer, we have an edge like no other. We have built almost 120 bots for dozens of our clients.
We've proven our capability across industries such as insurance, healthcare, retail, CPG and more and pride ourselves in providing support that’s custom-made for each domain. We have over 100 specialists who can help transform your business.
What started as an exercise on improving efficiencies for customers, led to an early adoption towards automation and a strong-hold in client care. We partner with the best technology and people expertise that stands testament to our automation journey.
Design over technology
We focus on design over technology to create a high-ROI implementation plan with a multi-parameter-based prioritization approach. This design-led-automation approach determines the scope of automation from blended to re-engineered to fully automated.
We conduct focused discovery sessions to ensure the right processes with higher impact are identified for automation. During this stage, a pool of processes are reviewed and a scored against various parameters, keeping in mind the criticality, business impact and other factors. With a strong business case established and stakeholder buy-in, we then undertake process understanding studies where happy path and exception mapping is carried out. We ensure both the upstream and downstream activities are reviewed to ensure the process is streamlined.
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