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Prioritise High Value Business Workflows for a Successful Digital Transformation Journey
January 20, 2021 News


Kofax®, a leading supplier of Intelligent Automation software for digital workflow transformation, announces Part 3 of its Intelligent Automation Benchmark Study, a Forrester Consulting thought-leadership paper commissioned by the company. Business leaders increasingly must decide which automation projects to fund as the global pandemic pushes organisations to accelerate digital transformation initiatives. According to the study, the guidance is clear: automating workflows with a “DNA” including document intelligence, process orchestration and connected systems yields the greatest investment return.

“Companies seeking to remain relevant and competitive in the digital economy are aggressively investing in low-code automation platforms to digitally transform internal operations and customer interactions,” says Chris Huff, Chief Strategy Officer at Kofax. “Industry winners will leverage automation with a focus on outcomes and experiences increasing organisational capacity, driving operational efficiency, empowering employees, and enhancing customer experiences.” 

When asked to rank automation technology use cases in order of importance, the top responses cited those requiring document intelligence. These are workflows ingesting, classifying and extracting unstructured content from documents and other sources, and turning that information into actionable data insights for further processing. Those use cases include:

  • Robotic Process Automation (RPA) – 61 per cent
  • Artificial Intelligence (AI)/machine learning – 43 per cent
  • Digital Process Automation (DPA) – 40 per cent

Respondents also said they’re prioritising automation capabilities focused on process orchestration to ensure successful ongoing management of the digital workforce at scale. The top process orchestration needs cited in the study include the ability to:

  • Mitigate disruption to automated processes due to changes in underlying connected systems and applications – 35 per cent
  • Centralise analytics addressing productivity of the digital workforce and all automation technologies deployed, including its utilisation within the enterprise – 28 per cent
  • Orchestrate multiple vendor solutions in a centralised manner – 20 per cent

Study respondents are also prioritising workflows that depend upon connected systems – the ability to connect people, digital workers, systems, data and applications. Specifically:

  • 54 per cent of respondents prefer automation platforms with complementary solutions pre-integrated with each other and/or external solutions
  • 61 per cent of respondents want automation vendors to have strong ecosystems including marketplaces and/or communities

When asked what specific types of workflows respondents are automating, use cases fell into three primary categories: customer engagement, finance and operations. Example workflows within these categories include:

The Kofax Intelligent Automation Benchmark Study is based on a 2020 survey of 450 automation and AI decision-makers, and 450 individual contributors in North America, Australia, France, Germany, Hong Kong, Japan, Singapore, Sweden and the United Kingdom. It provides insights into the current state of enterprise automation.