Digitizing parts of an organization is a complex process, involving determining what processes are used in the business, and which of them would benefit from automation. And the complex interaction between humans and technology needs to be taken into account.
Many organizations are now automating these processes using smart bots that can monitor an activity and learn how the processes work and determine which ones should be automated. For example, they can follow the work of an insurance representative, track the interactions with customers and potential customers, including the reactions of the people in different scenarios and learn from the experiences. In other words, the bots use machine learning.
The idea is to reduce repetitive, manual tasks to leave more time for the more interesting and important relationship enhancing work. The human/technology interaction is referred to as orchestration and the objective is to optimize it.
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