Intelligent Automation

Welcome to another pertinent edition of our newsletter!

Today, we’re diving into a topic that’s not just a buzzword but a revolutionary shift in how businesses operate: Intelligent Automation (IA), as popularised by Ian Barkin.

Turn your team into productivity superheroes no longer bogged down by mundane tasks, freeing them up to focus on what truly matters—innovation, creativity, and strategic growth. Does this sound like a dream? It’s closer to reality than you think.


The Evolution of Automation

Automation isn’t a new concept. From the invention of the stone axe to the Industrial Revolution’s assembly lines, humans have always sought ways to make work easier and more efficient. But today’s automation is different. It’s intelligent, digital, and transforming how businesses operate in ways we couldn’t have imagined even a decade ago.

What is Intelligent Automation?

Intelligent Automation (IA) is the fusion of artificial intelligence (AI) and automation. It leverages technologies such as machine learning, natural language processing, and robotic process automation (RPA) to handle complex tasks previously thought to require human intelligence.

Here’s a simple breakdown of the core capabilities of IA inspired by human functions:

  1. Vision: The ability to interpret and understand visual information.
  2. Execution: The capability to perform tasks and actions.
  3. Language: The capacity to comprehend and generate human language.
  4. Thinking and Learning: The proficiency in making decisions based on data and learning from experiences.

Vision: The Eyes of Intelligent Automation

Just as our eyes help us navigate the world, vision technologies in IA, such as Optical Character Recognition (OCR) and Intelligent Character Recognition (ICR), enable systems to “see” and process visual data. For instance, self-driving cars use advanced computer vision to recognize traffic signs, pedestrians, and other vehicles, ensuring safe navigation.

In business, vision capabilities can automate tasks like reading and processing invoices, scanning and digitizing documents, and monitoring security footage.

Execution: The Hands and Legs

Execution in IA is akin to the physical actions we perform daily. Tools like smart workflows and RPA act as the hands and legs of digital workers. They can perform repetitive tasks such as data entry, processing transactions, and managing workflows precisely and quickly.

For example, RPA can handle the entire process of new employee onboarding, from setting up IT accounts to enrolling in benefits, allowing HR professionals to focus on strategic initiatives like talent development and employee engagement.

Language: The Voice and Ears

Language processing is one of the most transformative aspects of IA. Natural Language Processing (NLP) enables machines to understand and generate human language, facilitating smoother interactions between humans and machines. Intelligent chatbots, for instance, can handle customer inquiries 24/7, providing instant responses and freeing up employees to tackle more complex issues.

Moreover, sentiment analysis tools can gauge customer emotions through social media posts and reviews, helping businesses better understand and respond to customer needs.

Thinking and Learning: The Brain

The brain of IA involves machine learning and big data analytics. These technologies allow systems to learn from data, make predictions, and provide insights that drive better decision-making. For example, predictive analytics can forecast market trends, helping companies proactively adjust their strategies.

In financial services, machine learning models can detect fraudulent activities by identifying unusual patterns in transaction data, significantly enhancing security measures.

Real-World Applications

Let’s illustrate these concepts with a real-world example. Consider the banking industry’s customer onboarding process. Traditionally, this process involved manual data entry, document verification, and multiple back-and-forth communications, making it lengthy and error-prone.

By leveraging IA, banks can revolutionize this process:

  • Vision: OCR and ICR technologies digitize and verify documents like IDs and rental agreements.
  • Execution: RPA handles data entry, checks against databases, and routes information for approvals.
  • Language: Chatbots guide customers through the application process and answer their real-time queries.
  • Thinking and Learning: Machine learning algorithms personalize product offerings based on initial customer data and continuously monitor transactions to detect fraud.

The result? A streamlined, efficient, and customer-friendly onboarding experience.

Implementation: Best Practices

Implementing IA is not just about technology; it’s about transformation. Here are some best practices to ensure a successful IA journey:

  1. Executive Support: Secure backing from top management to drive the vision and allocate resources.
  2. Holistic Scope: Start with a pilot project but aim for an enterprise-wide adoption to maximize benefits.
  3. Transparent Governance: Establish a Centre of Excellence (CoE) to oversee IA initiatives and maintain standards.
  4. Learning Mindset: Embrace continuous learning and improvement to adapt to new challenges and opportunities.
  5. Collaborate with IT: Involve your IT team from the beginning to address technical requirements and ensure smooth implementation.


Intelligent Automation is not just the future—it’s the present. By adopting IA, businesses can enhance efficiency, increase productivity, and empower their workforce to focus on higher-value tasks. The journey might seem daunting, but the rewards are worth it with the right approach and mindset.


  1. Embrace Change: Don’t fear automation; see it as an opportunity for growth.
  2. Start Small: Begin with pilot projects to demonstrate value before scaling up.
  3. Involve Everyone: Engage all stakeholders, from executives to front-line employees.
  4. Continuous Learning: Keep learning and adapting to stay ahead of the curve.
  5. Think Big: Always aim for enterprise-wide transformation for maximum impact.

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