#AI@Work: A New Twist on RPA & OCR
RPA is relatively cheap to implement. It performs easily structured, information intensive tasks. What makes a task RPA eligible? Repetition, and a sequence of structured tasks that can be identified in advance with some precision. RPA inputs and accesses one or more information systems. RPA is good for tasks where all contingencies can be identified. It works where human judgment and unpredictable interactions do not apply. More and more intelligent agents and chatbots are using a combination of RPA and machine learning and or natural language processing.
RPA is a good example of freeing up workers from repetitive tasks. They have the ability to do more work or give better service with the same number of workers. But RPA is not without challenges. A major issue is often the internal systems architecture, since RPA uses what the organization has and quite often these systems are challenging. Another issue is business processes often need to be redesigned. This can take a long time and a lot of effort. This depends on the agility of the organization, business, department or team.
OCR (Optical Character Recognition) is another way organizations are using AI. It is used to combine and analyze data. It’s been around for decades. The cloud has made a huge difference in OCR. Different documents and communications are combined across multiple data sources. OCR uses them to analyze and assess business objectives. Speech recognition has also impacted how AI is used in the workplace. You can shop online using it on your computer or phone if the site has speech recognition. It works as long as the organization can structure the data. Currently AI agents are used for processes that deal with customers and customer information. AI can respond if the responses are straightforward, don’t require empathy, understanding of emotions or complex interaction. Voice recognition and vocally activated technologies are growing. People can be impatient, and they expect the same conveniences in the workplace they have at home. “Alexa find a recipe for whipped cream icing for me.”
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