Hyper-automation: Why hyper-automation has become a requirement for success

What is Hyper-Automation?

Broadly speaking, automation is the fundamental basis of technology. It’s the process of streamlining tasks so things can work faster and more effectively – whether it’s scanning items at checkout, diagnosing an issue with a car’s engine, or booking an appointment on an online portal.

The advent of technologies like machine learning and artificial intelligence has, however, taken automation to a new level: hyper-automation. This is when everyday, commonly used business processes are automated, and where data is used to predict potential failures and support continual process improvement.

Gartner defines hyper-automation as “an approach in which organisations rapidly identify and automate as many business processes as possible.” This involves “the use of a combination of technology tools, including, but not limited to, machine learning, packaged software and automation tools to deliver work.” ⁶

Enhancing the way business technology services are delivered

At Brennan we have been on a 4-year journey, implementing hyper-automation to improve the services we provide to our customers. The enhancements across our platforms have meant that we can now deliver results for end-users in minutes, not days, and ensure 100% consistency in the outcome. The bene that hyper-automation has brought to our service delivery has been a major factor in our ability to maintain a Net Promoter Score (NPS) of 85+ from our customers.

From a business technology provider’s perspective there are a few key elements to implementing AI-led hyper-automation:

Infrastructure automation

Where technology is used to continually optimise and evolve the IT infrastructure. This could involve spinning up virtual machines in times of overload, onboarding new devices according to pre-set user types, implementing security updates, and more. This type of automation can reduce workload for IT teams, cut costs, and ensure important things don’t slip through the cracks. Reducing human interaction at the infrastructure level can also reduce risk and improve robustness, which is important for enterprises with strict governance policies and those with particularly sensitive data. Infrastructure automation was the ideal starting point for improving our services at Brennan and is what we would recommend to any business wanting to begin. Investing in infrastructure automation drives immediate cost and time efficiencies and provides a solid foundation for future innovation.

Software and service automation

Where the software that an organisation uses begins to make decisions based on the specific behaviour of employees, and where AI augments how staff use their tools to get work done. This may take many forms and levels of maturity. Initially, it could include workflows that predict the outcome of a task based on previous interactions and provide prompts and suggestions to get there quicker.

More advanced hyper-automation could begin to interact with customers outside the organisation, having an AI bot triage and resolve simple customer issues before they have to talk to a staff member.

At the fully mature end of the spectrum for business technology providers, hyper-automation could involve AI being used to proactively monitor an environment and predict issues before they eventuate, prompting staff to proactively reach out to customers before they even realise there is a problem.

These types of hyper-automation are some of the ways that service businesses can see tangible and quantifiable results from their investment in AI. However, the very nature of hyper-automation is that it is completely customisable to the outcomes of the particular organisation, and so what that looks like varies greatly across businesses and industries.

Why some organisations are approaching Hyper-automation with caution

Despite the clear benefits of hyper-automation, it does come with some challenges and, as a result, organisations are being cautious in their approach. According to Gartner, of all the IT automation technologies profiled this year, only 20% of them have moved ahead in the adoption cycle since last year, compared with 30% in 2020. ¹¹

Lets look at some of the specific challenges.

Security and compliance concerns

Nearly all (99%) Australian business leaders agree that improving automation will be vital to meeting their business goals, but automation initiatives are being held back by data security and governance concerns.

In fact, 66% of representatives from Australian businesses say they are worried that data and security challenges are preventing the organisation from successfully implementing automation. xiii To combat this, a Business Technology partner can help map out the key areas of concern and address each one systematically.

Inaccessible data, trapped within silos

Many organisations are also operating with data silos, which restricts their ability to access the data needed to make hyper-automation possible. Innovations in AI are only possible through having real-time access to data. However, many automation initiatives are being hindered by siloed and inaccessible data. This is why a strategic end-to-end approach is recommended for any implementation.

Fear of impact on traditional roles and responsibilities

Many organisations are also cautious when it comes to implementing hyper-automation, fearful about its impact on employees, or the perception that “robots” will be taking over.

In reality, Hyper-automation is about freeing employees from laborious tasks so they can do more high-value work. It gives employees at all levels of the business more time to think strategically and collaborate – and removes the burden of repetitive, time-consuming tasks that add little value.

Narrow automation focus and understanding

Another barrier is a lack of understanding regarding hyper-automation and the benefits it can deliver.

Many businesses also confuse hyper-automation with robotic process automation (RPA), which is, in fact, just a component of hyper-automation.

Historically, RPA has been a way to automate high volume, low-value transactions, often in legacy systems or paper-based processes. While this can deliver a huge efficiency gain, it often tightly couples the business to legacy platforms and processes. It also doesn’t provide the business agility that upgrading those systems and re-inventing/optimising those business processes provides.

According to Gartner, many business leaders lack a defined strategy for scaling automation in line with tactical and strategic goals. ¹⁴ This is where business technology providers with automation expertise can add the most value.

Tips for a successful hyper-automation implementation

To successfully implement hyper-automation, and address the common concerns, it’s recommended that organisations focus on these four areas.

An end-to-end secure focus

Automation cannot simply be implemented into an organisation – it needs to be regarded as a strategic opportunity and accompanied by a change management program – to increase understanding of the new processes at every level of the business, and ensure the solution is fully secure.

Organisations need to broaden their vision beyond individual tasks that can be automated, and beyond RPA, to that of the entire organisation.

According to IT Brief, the fastest-growing category of hyper-automation enabling software includes tools that give businesses an in-depth understanding – including visibility to map business activities, automate and manage content ingestion, orchestrate work across multiple systems, and provide complex rule engines. ¹⁵

C-suite alignment and buy-in

For hyper-automation to succeed, it also needs to be a whole-of-business initiative. Executives, technologists, and board members must align on the need to advance automation and hyper-automation to ensure company success. ¹⁶

A business-led (rather than technology-led) approach

Rather than focusing on specific automation-focused goals, businesses need to take a broader view, focusing on measurable improvements in business outcomes. ¹⁷

Gartner predicts that by 2024, organisations will lower operational costs by 30% by combining hyper-automation technologies with redesigned operational processes. ¹⁸

Appoint an expert, Business Technology partner

To ensure your organisation sees the full benefits of hyper-automation for your business, you need a technology partner who can provide you with strategic advice, and who can plan, implement and provide ongoing support.

Success Story: Hammondcare

When HammondCare, one of Australia’s most innovative health and aged care providers, decided to outsource their IT support, they were impressed by the maturity of Brennan’s services capability, our collaborative and agile approach, and our focus on customer experience.

Business Challenge:
HammondCare’s ability to meet both employee and customer expectations were being affected by dated IT systems, and delays in getting IT issues resolved.

Solution:
Brennan implemented its Managed Service Desk and Enhanced Desktop solution underpinned by the award-winning Service Now portal to provide self-service capabilities for its 4,500 staff. With added Business Intelligence for detailed reporting, real-time analytics, and transparency for the CIO.

Results:
The intuitive service solution in place for HammondCare will scale as they grow, and importantly, it will allow them to focus more time and resources on delivering a strategy of innovation in healthcare.