Hyperautomation and RPA: How to Revolutionize Business Processes

By Giuseppe Mandarino, Business Line Manager Software Factory Digital Transformation & Hyperautomation at S2E

The term hyperautomation, coined by Gartner, refers to a business-driven strategic approach that enables organizations to identify and automate a vast number of business and IT processes. It combines various technologies, including artificial intelligence (AI), machine learning, event-driven software architecture, robotic process automation (RPA), business process manage-ment (BPM) and intelligent business process management suites (iBPMS), integration plat-forms (iPaaS), as well as many low-code/no-code solutions, packaged software, and other tools for automating decisions, processes, and tasks.

SOURCE: https://www.gartner.com/en/information-technology/glossary/hyperautomation

As digital transformation continues to evolve, process automation plays a key role in improving efficiency in terms of time and resources. However, it is crucial that the introduction of technolo-gy always keeps people at the center, as individuals are often involved in repetitive, low-value tasks that slow down business workflows.

Putting People at the Center of Process Automation

When designing a process automation system, it is essential to actively involve both process managers and operational staff. This approach defines a Hybrid Center of Excellence (Hybrid CoE), ensuring that technological solutions are developed in line with actual business needs, de-livering a tangible and positive impact.

Once automation is implemented, human oversight remains essential. People supervise auto-mated processes, manage potential issues, and ensure the quality of operations. The collaboration between humans and technology leads to greater productivity and reduces the stress associated with repetitive tasks, freeing up resources for more strategic roles.

RPA and Its Evolution Through AI

Robotic Process Automation (RPA) paved the way for automating business processes, introduc-ing software capable of executing repetitive tasks. The rise of artificial intelligence has enabled the integration of advanced solutions like Document Understanding and Communication Min-ing into business workflows. These AI-driven tools optimize data and communication manage-ment, increase operational efficiency, and reduce human intervention in less critical activities.

S2E’s Approach

Our integrated approach to automation and artificial intelligence represents a true revolution in business operations. It increasingly focuses on intelligent automation, leveraging AI to build self-learning systems capable of dynamically adapting to usage needs and continuously improving service effectiveness.

Key Tools in Our Intelligent Automation Method

• Process Discovery & Communication Mining: AI analyzes and optimizes business processes, identifying inefficiencies and suggesting improvements to reduce operational costs. At the same time, analyzing communication patterns through advanced algorithms improves internal dynamics and enhances team interaction quality.
• Document Understanding: AI-powered document understanding simplifies the extraction and management of key information, reducing manual intervention and expanding the range of automatable processes.
• AI-Powered Decision Making: AI supports decisions based on historical data, providing more autonomy and accuracy compared to traditional rule-based approaches. This allows companies to make better-informed and more strategic decisions.
• Software Automation & Human-in-the-loop: Automating repetitive tasks increases operational efficiency, freeing human resources for more valuable and creative activities. Collaboration between automated systems and people ensures the expected results are achieved, maintaining a balance between efficiency and responsibility.

S2E and UiPath: Success Stories

Thanks to our long-standing partnership with UiPath, S2E offers a suite of certified, specialized technologies and expertise aimed at optimizing business processes and minimizing human inter-vention. Over the years, we have achieved several success stories across various industries. Below are two specific cases from the banking and insurance sectors.

1) Finance

Challenge: The bank aimed to scale its operations efficiently without proportionally increasing staff. A key challenge involved managing high volumes of account renewals, which required restoring 400–500 accounts per day—a task that, if not handled efficiently, posed risks of contractual breaches. Additionally, the bank’s audit processes relied heavily on manual reviews of paper documents for Know Your Customer (KYC) compliance, covering only 10% of the documents and failing to meet regulatory standards.

Solution: We leveraged AI-driven Document Understanding and the Action Center to aim for 100% au-tomation in document verification. Initially achieving a 20–40% match rate, the organization im-proved it to approximately 90% through supervised learning and process refinement. This strate-gic move streamlined operations, reduced errors, ensured compliance, and boosted employee productivity by shifting focus to higher-value activities—significantly contributing to the bank’s growth and competitive edge in the digital banking sector.

2) Insurance

Challenge: The organization needed to reduce customer request processing times while identifying the most frequent reasons behind support tickets. Due to the company’s rapid growth, customer ser-vice faced delays, inefficiencies, and complaints. The wide variety of ticket topics made routing them to the correct department difficult.

Solution: By using UiPath Communications Mining, customer support can now monitor and manage the email inbox in real time. This allows staff to intervene only when necessary, freeing time for more complex issues and reducing support handling time overall.

Conclusions

Automation, initially driven by RPA, has become a key part of the AI revolution in digital trans-formation management. While driven by deep technological innovation, automa-tion continues to place people at the core. A human-centered approach ensures a balance be-tween technology and human skills, fostering a sustainable and beneficial digital transfor-mation for organizations. The integration of automation and AI enables better outcomes, ensur-ing ever more efficient and high-quality processes.