- Business-driven hyperautomation refers to an approach in which organizations rapidly identify, vet and automate as many approved business and IT processes as possible through a disciplined approach.
- Automation is increasingly critical to every organization’s ability to win, serve, and retain its customers.
- To be a winner in this era of digitally enhanced customer contact requires a platform that is flexible and can provide advanced process automation to increase operational efficiencies yet offer engaging self-service options across a broad array of channels.
The Amelia HyperAutomation Platform brings together Amelia, the market-leading Conversational AI agent, with cross-functional orchestration across IT Operations and business systems, enabling end-to-end automation and constant operational improvement.
The platform is a multi-faceted solution with virtually limitless potential for use cases in IT Operations, back-office systems and employee-facing services.
Your company might have as many as 20 IT solutions handling processes that impact one another: A configuration management database helps manage relationships and dependencies. Monitoring tools are responsible for logs, performance, configuration changes and reporting anomalies. And on and on it goes.
Rather than building time-consuming integrations between all of these tools, the Amelia HyperAutomation Platform provides a single end-to-end approach. When the time comes to upgrade or patch, rather than upgrading each application separately and reconfiguring integrations, our platform upgrades as a single solution. This creates a closed-loop system for continuous improvement and automation.
In other words, we can help you build a unique, self-improving system that spans multiple functions, saving time and money while improving overall productivity.
Conversational AI is one of the key differentiators in the Amelia HyperAutomation Platform.
With Amelia as the conversational interface for every solution within your IT ecosystem, users can ask her to perform tasks and resolve issues — which she will either complete on her own, or with the assistance of human engineers. If an HR professional needs to reset a password, he can ask Amelia. If a sales leader needs to immediately find Wi-Fi access, she can access Amelia via voice or chat for assistance.
No more sending emails to a generic helpdesk account, or searching a long database of IT requests, or waiting in long ticket queues. Employees can receive immediate assistance on-demand, allowing them to focus their time and energy on their work and growing the business.
Hyperautomation combines AI’s ability to learn processes and apply knowledge with its capacity to improve over time. Think of hyperautomation this way: Machines were taught to build cars. Hyperautomation would allow machines, while building new cars, to locate and apply more efficient methods of car manufacturing to future tasks.
When you incorporate hyperautomation into your IT environment, virtual agents perform and study automations and proactively seek out enhancements or shortcuts. This level of sophistication provides your company with a self-improving technology that doesn’t need to be replaced in a few years, and doesn’t need to rely on a vendor to make sporadic upgrades in order to improve, so there's a high degree of investment protection.
It also means faster, more accurate, and more efficient operations — which is optimal for any business.
Most global enterprises have spent years building up their enterprise management systems and dashboards, and the prospect of adding another component or layer to those systems can be daunting. That's why the Amelia HyperAutomation Platform does not require a “rip and replace” of current installations; in fact, our technology can elevate and optimize what you already have.
The solution is designed to integrate with any application, including for example ServiceNow, and includes integrations into various interfaces, from Microsoft Office and SharePoint, to HR or finance apps. Amelia can carry out IT service desk tasks and can connect across applications, enhancing the current support systems. The Amelia HyperAutomation Platform seamlessly orchestrates your business processes, conversations and tasks across any relevant domain.
With the Amelia HyperAutomation Platform, users interact with Amelia directly — through voice, chat, text, email, etc. — rather than contacting IT every time they have an issue or a question. Once users submit their requests, Amelia works in real time to fulfill them. No need to fill out forms or search drop-down menus— they can simply ask Amelia for service. She also can initiate system improvements via monitoring data thresholds or pre-scheduled tasks. It enables a new level of real-time support and service through Conversational AI, even if companies have existing ticketing, ITSM and IT Operations systems.
Amelia elevates automation far beyond single RPA instances or traditional IT management for new dimensions of speed and efficiency.
AIOps, or AI for IT Operations, is the use of multiple types of technology to automate and enhance IT operations, and a major trend among enterprise customers. Deploying the Amelia HyperAutomation Platform allows businesses to bring the benefits of AIOps to their organizations thanks to the solution's unique technical capabilities.
Timely and granular diagnostics are required for any IT management system to function. The type of input can range from system, application, database, storage and network health and performance, to various logs from these systems, to response time from applications and APIs or cloud services.
With the Amelia HyperAutomation Platform, customers can continue to use their existing monitoring systems as our built-in Integration Framework consumes all of the events, alerts, logs and performance data from third-party systems. When the platform finds an anomaly, it will either resolve the issue itself, or send alerts to the specific engineer who is authorized to solve the problem.
If you started a new company today, would you prefer to buy different “best of breed” products for your social media, marketing, sales, and customer support needs and integrate them all after the fact, or would you invest in a single solution that pre-integrates multiple services with end-to-end functionality?
The answer is simple: A pre-integrated solution provides advantages in cost and (perhaps more importantly) time to value. In addition, there are benefits in the smooth processes and reduced implementation work that such an out-of-the-box solution provides.
The Amelia HyperAutomation Platform delivers end-to-end execution of tasks without human involvement. The goal of the system is to fix everything in IT environments automatically. If human engineers are required to be involved, the system monitors, learns and extracts data from their manual efforts.
Many companies have relied heavily on incremental upgrades and implementations of third party systems in order to improve their software stack. What most companies discover when employing this level of incrementalism is that it’s much more difficult to yield a single aligned data set from multiple cloistered systems. To find accurate data on an end-to-end process, they have to trace steps from one system to several others to ensure continuity. In order to automate a fix, most companies would have to tie several systems together. Some of these systems require two-way communication. These integrations aren’t easy to build, and although they’re certainly possible, they can present future challenges.
The Amelia HyperAutomation Platform guards against these challenges, and it helps companies retain investments by executing and orchestrating tasks across external third-party systems. The system can retrieve and interpret emails, respond to event management system alerts, and monitor IT systems across an entire product stack. Robotic Process Automation (RPA) is used primarily where no programmatical interface is available or sufficient to execute the diagnostic test. RPA uses an application’s UI (Browser, Window, Voice, etc.) directly to perform actions and extract information. It can be used to mimic user access, performance and functionality in applications, i.e. synthetic testing to validate issues.
No matter how much companies have invested in their IT ecosystem, the Amelia HyperAutomation Platform fits in seamlessly to improve and coordinate automation processes.
Simplified Workflow Creation
The platform’s task management system handles and monitors all actions performed by humans and automations. By studying and learning this information, the Amelia HyperAutomation Platform is able to automate analysis to discover and create automation improvements. As many diagnostics and remediation tasks in IT are performed using Command-line Interfaces as opposed to UI-driven actions, the platform automatically extracts these actions and results programmatically in order to build new automations directly. In other words, the system monitors human activity in order to learn, correct, and automate processes.
These features deliver a true hybrid workforce solution that enables human and digital workers to collectively operate for optimal business results. As time progresses, the system becomes smarter and automates more tasks, which means human workers have fewer tasks to complete. This joint effort allows human workers to focus their efforts on more valuable and creative work.
The Amelia HyperAutomation Platform is a solution that digitally performs individual IT, administrative and functional tasks end-to-end, as well as entire IT-based roles which previously required human involvement. The solution provides more than just IT management, RPA instances, or integration points to various systems — it provides all of this simultaneously, all while allowing users to access these systems via Amelia, the market-leading conversational AI agent, in an omnichannel approach.
While there are a vast number of potential use cases that could be enabled by this solution, some of the most powerful center on the ability to bring even greater efficiencies and optimizations within corporate IT departments. Learn how you can take advantage of everything the platform offers with your free download of this white paper.