As companies license and develop automation tools for IT and back office tasks, keeping track of “automation sprawl” has become a challenge. Robotic Process Automation (RPA) tools are moving beyond structured workflows and into processes that pull data from multiple sources. Managing the ways in which software systems interplay to deliver a holistic automation approach has never been more difficult.
This was the subject of a recent Harvard Business Review article (registration may be required) written by Thomas H. Davenport, the President’s Distinguished Professor in Management and Information Technology at Babson College and a research fellow at the MIT Initiative on the Digital Economy. In the piece, Professor Davenport cites IPsoft’s Amelia and 1Desk as the solution to the challenge of automation sprawl.
“IPsoft, initially an IT automation company, now has a product called Amelia to automate conversational interactions with customers and employees,” he writes. “IPsoft also has a new tool called 1Desk that ‘automates the automation’ — it keeps track of automation programs from multiple vendors and monitors their performance.”
We believe an intelligent enterprise framework like 1Desk can integrate various IT operations and shared services into a single unified backbone, which provides system-wide automations and a single comprehensive interface for all employees. By coupling this framework with our cognitive digital colleague Amelia, we’ve further simplified the challenge of automation sprawl by empowering Amelia to handle the interplay between systems. Employees type a request to Amelia and she manages the back-end technical processes.
To learn more about the challenge of automation sprawl, be sure to read the entire article by Professor Davenport.