Business Process as a Service

Trend 3 – Industry data exchanges and vertical/enterprise outcome-based platforms

More enterprises are adopting stack-based solutions to address industry problems. Delivered as a managed service, businesses utilize a domain with digital LEGO blocks and an operations approach. Evolving from function-focused transaction platforms on the cloud, these industry platforms now focus on touchless processing and enhanced customer experience.

Industry platforms and exchanges will significantly improve the organizational stakeholder experience while accelerating process effectiveness. This will enable organizations to stay current on the technology roadmap while improving cost efficiencies in their IT spend and operations management.

Enterprises need to identify areas that can drive endto- end user experiences and business outcomes that can be moved to cloud-based industry platforms.

European mortgage providers are adopting digital mortgage platforms stacks as customer preference shifts towards digital and selfservice capabilities, with simple, transparent, personalized and consistent journeys in an omnichannel environment. These platforms deliver scale and efficiency through fully interconnected digital applications. Stater NV is one such industry platform, managing 1.7 million loans and a €310 billion primary residential servicing portfolio. It drives adoption as a European mortgage full-service provider with balanced assets across the mortgage lifecycle - origination, servicing and collection.

Business Process as a Service

Trend 4 – Cognitive, extreme automation and digital worker management with a focus on risk and compliance

Enterprises are rapidly moving beyond rule-based automation and adopting AI/ML-based automation and managing an extended bot landscape. Digital is involved, so businesses are focusing on AI/ML-enabled monitoring and the prevention and control of risk and compliance.

Companies have evolved from task, bot and robotic process automation (RPA) to extreme automation and digital worker management and will soon move to cognitive bots such as real-time, sentiment-based response systems, AR field-service assistants and automated process optimization.

Extreme automation, combined with decision-making effectiveness and a better understanding of outcomes, will continue to create an agile and evolving process landscape.

With the help of HumanWare assistive technology, we expect seamless interaction across AI and subject matter experts. However, organizations will need to identify key outcomes, engage in a re-imagined design model and start creating new ways of working enabled by these technologies.

The Covid-19 pandemic highlighted the significance of extreme automation as it helped enterprises reorient focus from efficiency to service recovery and business resiliency. Infosys partnered with a global healthcare devices major create a resilient and efficient BOT enabled process landscape to rapidly evolve into a cognitive and responsive finance organization using AI. On the first day of the pandemic outbreak, 97% of the 1,132 live BOTs were not impacted, demonstrating the effectiveness of the Infosys solution.

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