ISG to Publish Study on Intelligent Automation Providers
July 14 2021 - 9:57AM
Business Wire
ISG Provider Lens™ report will look at
providers of intelligent automation services as companies begin to
leverage these technologies across the enterprise
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, has launched a research
study examining providers of intelligent automation solutions and
services at a time when companies are beginning to leverage these
technologies to improve operational efficiency and enhance customer
experience.
The study results will be published in a comprehensive ISG
Provider Lens™ report, called Intelligent Automation – Solutions
& Services, scheduled to be released in November. The report
will evaluate providers of proprietary intelligent automation
platforms and related services in such areas as conversational AI,
AI for IT operations, intelligent document processing and process
mining.
The report does not cover independent advisory firms, such as
ISG Automation, that are platform-agnostic and offer integration
and support services across a variety of platforms.
Enterprise buyers will be able to use information from the
report to evaluate their current vendor relationships, potential
new engagements and available offerings, while ISG advisors use the
information to recommend providers to the firm’s buy-side
clients.
The new report will look at the intelligent automation vendor
market as many enterprises are just beginning to embrace these
technologies, said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. A previous ISG study showed many
enterprises are still at the early stages of their automation
journeys, with less than 10 percent having begun to expand beyond
robotic process automation and adopt intelligent automation.
“Enterprises are struggling to derive value from their
unstructured data, and a lack of artificial intelligence
capabilities and inadequate in-house skills are driving them to
look for intelligent automation partners,” he added.
All ISG Provider Lens evaluations now feature new and expanded
customer experience (CX) data that measures actual enterprise
experience with specific provider services and solutions, based on
ISG’s continuous CX research. Enterprise customers wishing to share
their experience about a specific provider or vendor are encouraged
to register here to receive a personalized survey URL. Participants
will receive a copy of this report in return for their
feedback.
For the automation study, ISG has distributed surveys to more
than 170 intelligent automation technology and service providers.
Working in collaboration with ISG’s global advisors, the research
team will produce five quadrants representing the services and
products the typical enterprise client is buying in the
intelligence automation space, based on ISG’s experience working
with its clients. The five quadrants that will be covered are:
- Intelligent Business Automation, looking at providers of
information technology outsourcing or business process outsourcing
services that offer proprietary automation and AI platforms,
solutions and frameworks, along with associated services to enable
enterprises to automate business activities and augment the
capabilities of their respective workforces. These can be
implemented in any area of the enterprise that involves repetitive
and manual processes, and they supplement automation with advanced
analytics and AI technologies to digitally transform enterprise
business operations.
- Artificial Intelligence for IT Operations (AIOps),
analyzing IT service providers that offer proprietary AIOps
solutions, platforms and frameworks that enable distributed IT
infrastructure observability. These tools learn IT behavior under
dynamic conditions and orchestrate workflows for automated
response. AIOps can identify the state of a company’s multi-cloud
IT workload and analyze data to facilitate automated operations.
AIOps also offers real-time, minimal cost solutions that allow
companies to detect issues before they have an adverse effect on
business.
- Conversational AI, including providers that offer
solutions to foster a development environment and an API for
automated conversational agents. These solutions integrate with
chat interfaces such as messaging platforms and social media
platforms, allowing third-party extensions and customizations.
Conversational AI solutions interact with users through text or
voice similar to humans. These applications run on programmable
commands and AI technologies and are commonly classified as
chatbots and virtual assistants.
- Intelligent Document Processing, focusing on providers
that offer proprietary software products or solutions for the
automated discovery, analysis and processing of documents across an
organization. Going beyond traditional optical character
recognition, the intelligent document processing software uses AI
technologies to filter and analyze large volumes of unstructured
data from multiple document formats, such as email, PDF, Word,
Excel or images, for further processing, storage and use in other
applications.
- Process Mining, examining providers that offer
proprietary software platforms, tools and associated services to
help clients automatically discover, monitor and improve real-time
processes from event logs and user interactions. One of the key
reasons preventing companies from realizing return on investment on
automation is the poor identification of use cases and the
inclination to automate processes as is. To gain the benefits of
automation, processes must be assessed through multiple lenses with
the help of process- and task-mining technologies. Process mining
is the key to proving automation opportunities and benefits.
The report will cover the global intelligent automation market
and examine products and services available in the U.S., Germany,
the U.K., Brazil and the Nordic countries. ISG analyst Amar
Changulani will serve as lead author of the report, and ISG
analysts Florian Scheibmayer and Mark Purdy will be regional
authors.
A list of identified providers and vendors and further details
on the study are available in this digital brochure. Companies not
listed as intelligent automation vendors can contact ISG and ask to
be included in the study.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,300
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20210714005647/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Erik Arvidson, Matter Communications for ISG +1 617 755 2985
isg@matternow.com
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