intelligent

John Kucera , SVP of Product Management , Automation

IF THERE ’ S ONE THING THAT 2020 HAS TAUGHT ALL OF US , IT ’ S THAT THE WORLD IS NOW ALL- DIGITAL , AND THERE ’ S NO

GOING BACK . intelligent automation fast , so you ’ ll see it play an even bigger role to come in the future .”

With employees across the business asked to do more with less , technical leadership has set its sights on workflow automation .

• 95 % of IT and engineering leaders say their organisations are prioritising workflow automation

• 75 % of organisations that have implemented workflow automation see the equivalent of four plus hours in time savings per 40 hour week . Employees will have more time for strategic work as manual tasks shift from human to machine

• 78 % of IT and engineering leaders either currently use or plan to use AI as part of their workflow automation initiatives

Service automation takes off as pressure increases to improve employee and customer experience

“ If there ’ s one thing that 2020 has taught all of us , it ’ s that the world is now all-digital , and there ’ s no going back . Customers are expecting faster if not instant responses to more complicated cases , across more channels than ever before – adding more headcount can ’ t be the only answer ,” said Clara Shih , CEO of Service Cloud .

“ Within this environment , service leaders must look to AI-powered bots , selfservice and modern work orchestration to intelligently route work to the right person with the right skills in order to reduce the