Automation is commonplace in the industries Interstates serves. We utilize various technologies to accomplish repetitive tasks with minimal human interaction, enabling our team to provide solutions more consistently and as quickly as possible. While that methodology works at a small scale for individual tasks, we are currently undertaking an initiative to scale automation across our company through a process called hyperautomation.
Initially coined by IT and research firm Gartner in 2019, hyperautomation is “a business-driven, disciplined approach that organizations use to rapidly identify, vet, and automate as many business and IT processes as possible.”¹ Whereas traditional automation focuses on products and services, hyperautomation is a more holistic approach that focuses on decision-making throughout the organization. It moves beyond structured data, using machine learning and artificial intelligence tools to understand the context and learn itself.
Hyperautomation is not a technology in its own right; rather, it is a methodology that employs technology to provide a solution. Its deployment progresses through increasingly evolved automation methods while increasing the value to the client and the organization. When executed correctly, the processes and systems in place will be able to look across the wealth of structured and unstructured information in the organization and assist in developing solutions while uncovering internal and external insight.
The deployment of these technologies benefits our clients in many ways. In the short term, increased automation may help our clients get to the right solution more efficiently and consistently. For example, automation can equip our support team with historical and current-state data from clients whenever they call. From there, data extraction and processing tools can look across multiple platforms and job functions to uncover insights across the company, the industry, or even the geographic region. Finally, machine learning and artificial intelligence can make recommendations on ways we can serve our clients better, whether it be predicting threats or developing solutions.
These technologies also allow our high-value team members to focus on high-value challenges and opportunities. The web of challenges that our clients face requires a rapidly evolving team that can respond to new and unique threats. While hyperautomation may not directly provide the answer, it frees up our team to solve complex challenges while developing future solutions based on the insights hyperautomation may have uncovered. Hyperautomation is not meant to replace people; it is meant to use our people better.
The launch of hyperautomation at Interstates is the start of an exciting journey. It is another tool in our toolbox that helps us live out our mission of understanding needs and delivering results.
This blog was originally published in the Current Connections Summer 2022 issue.