The document discusses how intelligent automation is changing how businesses operate and realizing benefits. It finds that organizations expect the biggest gains from automation in customer service, product optimization, and financial performance over the next few years. Larger companies and those in automotive and electronics are more likely to see benefits from automation in areas like manufacturing and supply chain management. While industries differ in adoption, people are cited as the biggest hurdle to cognitive technology adoption. For organizations to stay competitive with automation, the document recommends rethinking processes for the new era, envisioning the end state and prototyping, and rebuilding businesses for automation through intentional investment and educating employees.

1. The human-machine interchange
How intelligent automation is changing the way businesses operate

2. ©2019 IBM Corporation2
Early benefits of intelligent machines include efficiency,
innovation and insights
Source: Intelligent Automation Study. Question: To what extent has your organization realized value from robots and other intelligent machines? “Some positive impact” and
“substantial positive impact” responses.

3. ©2019 IBM Corporation3
37% 33% 28% 27% 25%
19% 19%
11%
65%
77%
56% 54% 49%
34%
49%
26%
0%
20%
40%
60%
80%
100%
Product and
service
optimization
Customer service Quality control Financial
performance
Supply-chain
management
Manufacturing Finance
operations
HR/Talent
management
Today Next two to three years
Biggest gains are expected in front office
 Automotive firms are more likely to say they have experienced a positive impact in manufacturing, quality control, product
optimization and supply-chain management.
 Electronics companies also are more likely to report value in manufacturing, quality control, and supply-chain management.
 Larger companies are more likely to say adaptive robotics has had a positive impact on their organization’s performance across a
wide range of functional areas.
Source: Intelligent Automation Study. Question: To what extent has intelligent machines affected your organization’s performance in the following areas? What impact do you
expect intelligent machines to have on your organization’s performance in the following areas over the next 2 – 3 years?

4. ©2019 IBM Corporation4
Industries are at different points of adoption in the
implementation and impact of emerging technologies
Source: Intelligent Automation Study. Question X Axis: Please rate your organization’s level of maturity in the adoption of the following technologies. Question Y Axis: To what
extent has intelligent automation affected your organization’s performance in the following areas?

5. ©2019 IBM Corporation5
People are the biggest hurdle to cognitive adoption
Source: Intelligent Automation Study. Question: Which of the following present the greatest challenges to your organization’s use of artificial intelligence/machine learning/adaptive
robotics and automation? Select up to three.

6. ©2019 IBM Corporation6
Teaching humans to work with machines begins with “feeling”
comfortable
Source: Intelligent Automation Study. Question: To what extent do you agree with the following statements about human-machine interactions? “Agree” and “Strongly agree”
responses.

7. ©2019 IBM Corporation7
Staying competitive in the cognitive era will demand an
effective use of intelligent automation
Layering new
technologies on top of old
business processes is not
productive
Rethink processes for the
cognitive age – optimize
workflows for automation
Envision the end; enable
through prototyping;
repair and scale
Invest with intention Educate to automate
Build agile, innovative
workforces
Encourage employees to
think “big”, focus on
higher-level tasks
Participate in broader
ecosystems to expand
new ways of thinking and
working
Prioritize the landscape of
emerging technologies
Always align technology
with business strategies
and goals
Investing intentionally
requires detailed
execution plans
 Impact analysis
 Communication
plans
 Change
management
Rebuild the business for automation