The term hyperautomation, coined by Gartner, refers to a strategic business-driven approach that enables organizations to identify and automate a large number of business and IT processes. It combines various technologies, including:
SOURCE: https://www.gartner.com/en/information-technology/glossary/hyperautomation
The digitalization of companies continues to evolve, and process automation is a key element for improving efficiency in terms of time and resources. However, it is essential that the introduction of technology always keeps people at the center, as they are often involved in repetitive, low-value tasks that cause slowdowns in business workflows.
When designing a process automation system, it is crucial to actively involve both process managers and operational staff. This approach defines a Hybrid Center of Excellence (Hybrid CoE), where technology solutions are developed in line with actual business needs, ensuring a concrete and positive impact.
Once automation is implemented, human oversight remains essential. People supervise automated processes, handle any issues, and ensure operational quality. The collaboration between humans and technology increasesr productivity and reduces the stress from repetitive tasks, freeing up resources for more strategic roles.
RPA paved the way for business processes automation, introducing software capable of performing repetitive tasks in a standardized way. The advent of AI has enhanced business workflows through advanced solutions such as Document Understanding and Communication Mining, which leverage AI to optimize data and communication management, improving operational efficiency, and reducing human intervention in less critical activities.
Our integrated approach to RPA and artificial intelligence represents a true revolution in business operations. A method increasingly oriented towards intelligent automation, leveraging AI to create self-learning systems that dynamically adapt to usage needs and continuously improve service effectiveness.
Thanks to our long-standing partnership with UiPath, S2E offers of certified technologies and expertise aimed at business processes optimization, minimizing human intervention. Together, we have implemented successful solutions in various industries. Here are two examples 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 improved it to approximately 90% through supervised learning and process refinement. This strategic move streamlined operations, reduced errors, ensured compliance, and boosted employee productivity by shifting focus to higher-value activities. It significantly contributed to the bank’s growth and competitive advantage in digital banking.
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 now ensures that the email inbox is constantly monitored and managed. This allows intervention when necessary, freeing up time to handle more complex requests and reducing overall support time.
Automation, initially driven by RPA, has become a key part of the AI revolution in digital transformation management. While driven by deep technological innovation, automation continues to place people at the core. A human-centered approach ensures a balance between technology and human skills, fostering a sustainable and beneficial digital transformation for organizations.
The integration of automation and AI enables better outcomes, ensuring ever more efficient and high-quality processes.