AIIA 2020 Survey

1.How many years have you been on your automation journey?

Less than 1 year

1-2 years

3-4 years

5 years or more

2.Where is your enterprise along the path to scaling the back office Digital Workforce?

Utilizing personal productivity solutions

Have unattended bots expediting processes

Benefiting from ML and/or codified decision making informed unattended automation

Have automation running in more than one discipline (eg Finance & HR)

Benefiting from integrated digital workforce between at least two disciplines

Benefiting from integrated digital workforce between more than two disciplines

Benefiting from integrated digital workforce between all back office disciplines

Total back office integrated digital workforce connected to customer facing digital workforce

3.Where is your enterprise along the path to scaling the customer facing Digital Workforce?

Have unattended bots expediting processes

Benefiting from ML informed unattended automation

Have automation running in more than one discipline (eg call center & sales)

Benefiting from integrated digital workforce between at least two disciplines

Benefiting from integrated digital workforce between more than two disciplines

Benefiting from integrated digital workforce between all customer facing disciplines

Total back office integrated digital workforce connected to back office digital workforce

4.What is your experience with attended automation?

Benefiting only from rules-based unattended automation

Benefiting only from ML informed unattended automation

Have engaged ML informed attended automation in the last 12 months

Benefiting from integrated ML informed unattended and attended automation

5.What is the maturity cycle of your automation?

Data

Information

Knowledge

Wisdom

6.How are you leveraging conversational AI?

Chat

Voice

Personal Assistants

Other

7.If at all, how are you benefiting from collective intelligence?