Like many buzzwords, the meaning of the term "automation" has become blurred with its increasingly popular use, or, more accurately, its misuse!
This isn't helped much by the fact that dictionary definitions of the term are fairly vague as well. The computer edition of Webster's, for instance, defines automation as "…the use of machines to do work that was once done by people."
In reality, most computer applications don't actually do the work, they simply make it easier for people than it would be to perform the same tasks with pen and paper (or typewriter and paper, etc.). In fact, the now almost extinct typewriter itself serves as excellent proof that little occurs in the majority of most popular business applications except for the transfer to computer of a process that was once done on paper.
Did the switch from the old manual typewriters to the "newer" electric ones automate the process? No… It simply allowed a typist to do his or her job faster and more efficiently, but the typist was still the one doing most of the work!
Has the switch from the "old" electric typewriters to computerized word processing automated the process? No… It simply allows a typist to do his or her job faster and more efficiently, but the typist is still the one doing most of the work!
It is true that word processing software features such as cut and paste, spell check, form letters, etc., make such work much more efficient, but the bulk of the work is often still being done by hand!
That's why the less misused term "automated office" gives a far more accurate picture of the current state of computer technology. The Computer Dictionary published by Microsoft Press defines the automated office as: "A broad term used to refer to an office where work is carried out with the aid of computers, telecommunications facilities, and other electronic devices." Notice that it more accurately reflects the fact that office workers are still the ones doing the majority of the work!
Keep this in mind the next time you read literature or do an Internet search for products and services offering to help you "automate" a particular business process or application!
Combining AI (Artificial Intelligence)
With Automation
Now that we've looked at what automation isn't, let's take a look at what can be achieved when automation is combined with AI technologies and techniques.
As explained above, in most cases, "automation" is really just the computerization of processes previously being done manually, with the bulk of the work still being done by office workers. However, by combining AI techniques and automation processes that are already computerized can be even further automated. This drastically reduces, and in some cases eliminates, the amount of work that is required to be done by hand.
Many computer applications do indeed automate portions of the work to be done. How can you tell? One test is simply whether or not the operator is standing or sitting around waiting for the computer to finish something, or whether the operator is being kept constantly busy by the need to perform further tasks.
Two of the things computers are traditionally very good at automating are form letters (as evidenced by the amount of junk mail you receive!) and calculations. So, for instance, once the user of a word processing or mailing program performs the necessary setup he or she can simply stand back and watch while the computer handles the rest. Likewise, when calculating a large spreadsheet or performing batch accounting or payroll operations the user is often left with little more to do than simply watch.
Of course, many large batch operations are left to run unattended overnight, which makes it quite obvious who is doing the work. However, these examples are the exceptions rather than the rule. Most business processes, even if computerized, still require considerable amounts of human intervention. It is that remaining portion of the work (which in many cases is the bulk of the work) which can be greatly reduced or eliminated by the utilization of AI-based automation solutions.
As mentioned elsewhere, because such a large percentage of business computing revolves around text-based data or documentation, documentation-related processes are one of the prime areas where your organization can benefit by maximizing automation. Word-processing files or paper-based information that frequently needs to be referenced can instead be made easily available onscreen. And making product and customer-service related information available to customers on your company's Web site may allow you to provide better service while at the same time reducing your costs of servicing customers. Existing business software makes all of these things possible, while AI-based automation allows you to do even more, faster, and at lower costs.
Estimating: A Prime Candidate for Automation
One application that well illustrates the fact that the bulk of the work involved in most computerized processes is still done by hand is that of project estimating. In some fields (such as the automotive repair, construction, and printing industries) software does indeed exists that largely if not fully automates the processes of estimating and/or project management. This is not the case, however, within most office environments.
Within most organizations a combination of software such as Microsoft Word, Microsoft Excel, and/or Microsoft Project is used to create project estimates and manage the resulting projects. This is fine except for two things: 1) While the end results end up being logged on computer, virtually all of the work of actually preparing and updating the estimates must first be done manually. 2) Because estimating can be a complex and involved process and many office workers don't have adequate experience at it to arrive at accurate numbers, many "estimates" actually end up being best guesses.
The above means that, despite computerization, estimating continues to be a major problem area within many organizations. The end result of inaccurate estimating is that projects often run over budget or corners must be cut and quality sacrificed to meet deadlines that were unrealistically calculated at the beginning. By combining AI with automation much of the estimating process can be truly computerized. This relieves project members not experienced in estimating of the burden of trying to become expert estimators in addition to the project-related tasks that are already their primary focus. It greatly reduces the amount of estimate-related calculations and scratchpad doodling that normally goes into producing the initial and ongoing estimates. And, most importantly, it results in estimates that are far more accurate.
Certainly there are applications within your organization that it may not be possible to further automate. It is more likely, however, that the bulk of your processing is being handled by the same traditional types of software applications and methods in use within the majority of all of today's large organizations (even the most progressive ones). If so, what benefits and savings is your organization missing out on by not tapping the power of AI-based solutions?
Send mail to with questions or
comments about this web site.
Copyright © 1998-2003 GRPMAX. All Rights Reserved. Marks used are the
trademarks and/or registered trademarks of their respective owners, including
GRPMAX and Phillip A. Covington.
