Businesses to be using more automated processes

According to a study from Workato’s inaugural Work Automation Index, 1/3 of enterprises have started to use automated processes in more than five departments in the past year.

Indeed, the study shows that the use of automation has increased up from 15% compared to 2020. It found out that organizations with around $50 million and over $2 billion in revenue from April 2019 to March 2021 had expanded their use of automation in certain areas, such as customer support automation.

Automation has helped scale up their operations all the while freeing customer service representants to focus on more challenging tasks. The report noted that the use of chatbots became very popular during the pandemic as enterprises looked to bridge gaps in customer service and onboarding. It is then predicted that around 70% of customer interactions will involve emerging technologies such as chatbots by 2022.

Moreover, the study showed that finance automation and data pipeline automation is a growing priority for organizations over the past year, as the volume of automated processes increased. Besides, security and compliance automation also grew significantly, especially as cyberattacks and cyber threats have risen over the past year.

 

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