Generative AI has gained significant attention in recent years, piquing interest in its potential for automation. This ongoing revolution has placed Generative AI at the forefront of human interaction with automated systems. While users traditionally engage with such systems by posing questions and issuing commands, Generative AI adds a new dimension of functionality to the equation.

Automation Anywhere is one such company driving the transformational power of generative AI through its Automation Success Platform (ASP). By integrating Open AI’s GPT models natively, the company is partnering with several GCCs in India to elevate its operations. 

In an interview with Ankur Kothari, Co-founder and Chief Customer and Strategy Officer at Automation Anywhere, Analytics India Magazine learned how the company is shaping the landscape of generative AI services.

Kothari explained the impact of Language Model Masters (LLMs) on intelligent automation, serving as a turbocharger for compliance and guided system operation. Enterprises, particularly those on the consumer side, are experiencing a paradigm shift using generative AI solutions.

How GenAI is Shaping Enterprises

Kothari says that his team has been deeply immersed in the world of Generative AI, experimenting with various algorithms and working on hundreds of different use cases for clients and partners. 

“We offer a comprehensive end-to-end solution, starting from identifying processes that can be automated to creating bots that can execute these actions, to leveraging our IDP product to ingest unstructured or semi-structured data, and ultimately managing and maintaining these bots while generating insightful analytics,” Kothari said. 

Giving an example of how the company provides solutions, Kothari explained, “Imagine you are an airline company, and your customers frequently call or email you with requests to change their tickets. Oftentimes, these emails are not very well-structured and may not include all the necessary information to process the request efficiently. This is where natural language processing comes in.” 

With the help of natural language processing, Kothari said that the company can use a machine learning algorithm to extract relevant information from the customer’s email and pass it on to the bot. The bot then takes this information, such as the customer’s ticket ID, and searches the database for all other relevant information about that passenger. Once it has all the necessary information, the bot can make the requested changes and generate a response back to the customer. 

He adds that it’s important to note that there is still a human involved in this process, particularly when it comes to generating the response that is sent back to the customer. Companies are implementing guided processes that allow a human to review and modify the bot’s response before it is sent out to ensure accuracy and avoid any potential errors.

Moreover, he highlighted that the platform is the sole cloud-native RPA product available, meaning it operates efficiently on both on-premises and cloud infrastructures. “This enables us to deliver cutting-edge solutions to our customers without any limitations,” Kothari stated. Additionally, the platform boasts a powerful automation and co-pilot feature that allows users to summon bots from various applications, streamlining processes and enhancing productivity.

Fear of copyright infringement

When asked about how organisations can address the issue of intellectual property being exposed in open databases, as Samsung recently experienced, Kothari acknowledged the challenges companies face in grappling with this critical issue. 

There’s discussion happening in every boardroom on how to use this technology. He noted that there are two choices: ignore it and risk falling behind the competition, or work with vendors to create policies and guidelines to use it securely. 

However, Kothari acknowledged that not all problems have been solved yet, as this technology is still in its early stages. He stressed the importance of companies creating governance and policies around what can and cannot be touched, particularly in industries like automotive, where these technologies are heavily used. 

Nevertheless, intelligent automation platforms like Automation Anywhere can help companies work with partners to bring these technologies into their companies in a more controlled and secure way. At present, enterprises are in the exploration phase, and many are collaborating with companies like Infosys, TCS, Accenture, or Automation Anywhere to determine how they can leverage this technology. “By combining these technologies and leveraging each other’s strengths, companies can maximise the benefits of this innovation while maintaining security and control,” says Kothari. 

Do Not Fear AI

Over the past couple of months, the tech world has been seeing thousands of layoffs. There have been huge job losses in tech and IT sectors. While the common reason given is the uncertain market conditions in America, many co-relate to this automation as well. 

However, Kothari believes that while some companies initially approach automation with apprehension, fearing job loss – the reality is quite different. “Automation allows companies to do more with less, enabling them to leverage new opportunities and create new roles that were not possible before,” says Kothari. 

He says that the fear of job loss that is often associated with new technologies is unfounded, as history has shown that technology actually facilitates job creation and innovation, leading to a more competitive business landscape.

Kothari further explains that recent news regarding job losses has nothing to do with automation. Automation technology has been in use in India for over a decade, and job losses have not been a concern. Instead, the adoption of automation has led to the creation of new roles and offerings for clients, which would not have been possible without this technology.