As reflected in the CGI Client Global Insights, organisations have an accelerating need to become digital to meet customer expectations. As an essential enabler of digital transformation, automation technology is being used increasingly to:
Allow employees to focus on high-value work that optimises the customer or citizen experience
Boost productivity, reduce costs, improve quality, increase security and enable real-time operations
When combined with advanced analytics, the Internet of Things (IoT) and artificial intelligence (AI), enable entirely new business models
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CGI helps clients identify and apply the right automation technologies to advance their digital agenda—from RPA to algorithmic automation to AI.
Human triggered
Simple rules based
Single system
Screen scraping, Scripts, Macros, Workflows
Human or system-triggered
Rules based, high-volume processes (business and IT)
Front, middle, back office
Structured data
Multiple system (swivel-chair operators)
Enterprise-level
Supported by basic analytics / decision support
Optical Character Recognition (OCR)
Intelligent document processing
Structured and unstructured data
Simple web chatbot integration (e.g. FAQ)
Complex processes and decisions
Supported by predictive / prescriptive analytics
Machine learning, narrow intelligence, basic reasoning
Unstructured and big data
IoT integration
Natural Language Processing (NLP), chatbots
Cognitive technology capable of emulating human capability including empathy
Full end-to-end autonomy, hypothesizing, reasoning
Deep learning, deep neural networks
Full speech recognition and generation
Fully capable virtual agents, omni-channel
Augmented & virtual reality
