Companies are adopting scalable automation
solutions to stay competitive, while GenAI promises future
automation breakthroughs, ISG Provider Lens™ report says
Enterprises in the U.S. are seeking scalable, flexible
automation solutions and services to help them adapt to rapidly
changing business requirements, according to a new research report
published today by Information Services Group (ISG) (Nasdaq: III),
a leading global technology research and advisory firm.
The 2023 ISG Provider Lens™ Intelligent Automation Services and
Solutions report for the U.S. finds a growing number of companies
are exploring opportunities to implement end-to-end intelligent
automation. Demand for these solutions in the U.S., the world’s
largest market for intelligent automation, is being driven by
corporate digital transformation strategies, growing compliance and
security needs and rising interest in the possibilities of AI and
ML.
“Intelligent automation does more than cut costs. It can help
enterprises anticipate and quickly respond to new opportunities,”
said Chip Wagner, CEO, ISG Automation. “Service providers are
working with clients to mitigate implementation challenges and get
results from automation.”
Companies in the U.S. are leading the world in exploring and
adopting artificial intelligence for AI operations (AIOps), a
growing segment of intelligent automation that blends IT operations
with business processes, the report says. As more firms turn to
cloud-native infrastructure, they are using AIOps to take a more
proactive approach to IT, make IT operations more observable and
glean better insights for fast decision-making.
Generative AI (GenAI) is driving the latest advances in next-gen
automation, enabling the creation of more advanced automation
models that fit the needs of specific industries and functions, ISG
says. Large U.S. enterprises with mature automation strategies have
been the first to embrace next-gen automation. Companies seek to
use these models to perform sophisticated, context-based tasks in
areas such as finance, health care and retailing.
“In enterprise automation, GenAI has the potential to vastly
improve efficiency, personalized customer experience and more,”
said Jan Erik Aase, partner and global leader, ISG Provider Lens
Research. “Service providers and clients are investing heavily in
this area even though there is still much work to be done.”
GenAI strategies increasingly reflect rising concerns about the
technology, the report says. As governments in the U.S. and
elsewhere look more closely at the need for ethical and explainable
AI, service providers are incorporating ethical AI principles and
working to make their AI models more transparent.
The report also explores other intelligent automation trends in
the U.S., including roles for GenAI in change management and
emerging services that help enterprises respond to automation’s
impact on workforce dynamics.
For more insights into the automation challenges companies face,
along with ISG’s advice for addressing them, see the ISG Provider
Lens™ Focal Points briefing here.
The 2023 ISG Provider Lens™ Intelligent Automation Services and
Solutions report for the U.S. evaluates the capabilities of 37
providers across three quadrants: Intelligent Enterprise
Automation, Artificial Intelligence for IT Operations (AIOps) and
Next-Gen Automation.
The report names Accenture, Capgemini, Cognizant, HCLTech, IBM,
Infosys, LTIMindtree, TCS and Wipro as Leaders in all three
quadrants. It names Deloitte, Hexaware and Tech Mahindra as Leaders
in two quadrants each. Genpact, PwC and WNS-Vuram are named as
Leaders in one quadrant each.
In addition, Kyndryl, Microland and Persistent Systems are named
as Rising Stars — companies with a “promising portfolio” and “high
future potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from Capgemini,
Hexaware and Persistent Systems.
The 2023 ISG Provider Lens™ Intelligent Automation Services and
Solutions report for the U.S. is available to subscribers or for
one-time purchase on this webpage.
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., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, 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 900 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 1,600
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/20240129009900/en/
Press Contacts:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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