Enterprise Automation Capability Improves, but RPA Wall Still Looms
ISG continues to see growing interest from enterprises in all types of automation, not just robotic process automation (RPA), software bots that automate repetitive and rules-based tasks. Organizations are moving beyond using automation to optimize the back office and are considering middle and front office opportunities as ripe for automation. As automation becomes more mainstream, companies are more actively putting artificial intelligence (AI) and scale at the center of their strategies for an effective and efficient automation center of excellence (CoE).
This ISG Insights study finds that, while many organizations are improving their automation capability, the “RPA wall” is a significant obstacle for companies at the lower end of the capability scale – Bot 1.0 and 2.0 levels. Organizations often hit the RPA wall after they launch their first 10-20 automations. Paralysis happens as enterprises work to determine what happens next. Do they need more RPA? Should the enterprise advance to intelligent automation? Where in the enterprise are there more opportunities? These are questions that should be answered as part of designing an automation CoE strategy. Companies that hit the RPA wall may not have an effective strategy or any strategy at all.
This study uses a combination of primary research, insights from study participants, practical advice from ISG advisors and predictions from enterprise automation leaders to provide a 360-degree view of where companies are on their automation journey, and how and why they are maturing their automation capability.