Netcall

Introducing Intelligent Automation

Pragmatism meets imagination


What is intelligent automation?


First… Robotic process automation

There are many process automation technologies. They include low-code, robotic process automation (known as RPA), built-in workflow, integration platforms and intelligent business process management suites (known as IBPMS).

RPA focuses on automating repetitive and rules-based on-screen processes. It automates interactions with existing systems on a screen. In effect, what the robot is able to do is replicate the actions that a person takes when they are operating various different systems, and do those things automatically.

It’s especially effective for repetitive and tedious tasks. The robot takes that activity and frees your people to work on other more meaningful tasks.


And then… Intelligent automation

Put simply, intelligent automation is the combination of multiple process automation technologies together into a single platform or solution.

It’s sometimes called hyperautomation, the phrases were created by the technology research analysts. Forrester coined the phrase intelligent automation, while Gartner came up with hyperautomation. Essentially, they mean the same thing.

Intelligent automation goes far beyond RPA by incorporating additional process automation technologies, such as machine learning, natural language processing, structured data interaction, intelligent document processing.

This is our guide to intelligent automation.

what is intelligent automation

Can you trust a robot?


Yes. You have to select suitable tasks and you have to program them correctly. But you can absolutely trust that the robot will do exactly the same process, with no deviation from what you asked it to do.

The analysts believe that we need to put our trust in automation and software robots. This quote is from a webinar which Netcall ran with Forrester in 2020:

“Every process within an organisation needs to be automated in software, or else be liable to failure, and the consequences of failure.”

This quote provides a real-world definition of intelligent automation in practice. It shows where we are headed – automating everything in software, so that those processes can be operated from anywhere, with the information necessary to manage it.


A guide to intelligent automation



Pragmatism meets imagination


Increase accuracy, quality and scalability. There’s great synergy achieved when you combine automation technologies. For example, use low-code with RPA and you will be able to redefine and improve processes and have robots fulfil those steps at lightning pace.

Robots work around the clock when you want them to. They process faster than humans can and they make no mistakes.

Of course you still need your people, the bots won’t replace them. The optimum is achieved when you deploy bots for the tasks they are suited to, and the people to the tasks that they are best at.

Combine multiple process automation

Imagine the references for a robot


highly motivated self-starter. never has a bad day.


Just gets on with it. Never needs telling twice
Combine multiple process automation

The potential could be endless…



If the potential is endless…



…Will automation and robots take over?



People will always be needed.


You need a human to build an RPA process. A robot can’t think of what is needed to build the set of tasks for another robot.

Intelligent automation gives you the best of both worlds. Build faster, reliable processes that are virtually infallible. Use your people for the human interaction side of your business and for the planning, creative and intellectual responsibilities that only a human being has the ingenuity and talent to deliver.

Side by side, people and robots can develop highly competent, successful operations and deliver outstanding CX, every single time.


People and robots, side by side.


Organisations can use robots to remove the repetitive, mundane work which follows strict processes. The robot sits on a desktop computer and mimics the user interactions that a human does. Then it is programmed to do the same over and over again.

  • The robot is better at this task – it doesn't make mistakes and it doesn't find anything boring.
  • The robot is faster – it doesn't stop until the work is complete.
  • The human is free to work on activities that need more cognitive thought, imagination and interpretation, and more complicated interactions with customers.

Use cases for intelligent automation


improve order management

Put spreadsheets in the past with RPA and an order management solution built in low-code.

automated invoice processing

Automating invoice production, sending them to customers and running management reports can all be done automatically. 

improve supplier credit checks

Streamline new supplier credit checks to improve processing speed.

automated complaint routing

Customers don’t like to wait especially when things go wrong. Efficient complaint handling can reinforce brand loyalty rather than driving customers to competitors. 

automated refund processing

Intelligent automation takes on the repetitive processing. It integrates with your legacy systems, so that the data flow is seamless and secure. And there’s no mistakes.

Accelerate customer and employee onboarding

Low-code and RPA let you rethink the flow of information. Tie systems together so that data flows from A to B, securely and with no manual intervention.


Case studies


sportpaleis logo salmon background

RPA bots rescue ticket rescheduling


  • Robotic process automation handles re-allocation of tickets for events
  • Robot took 14 seconds to perform a single re-seat
  • Huge time saving to complete
  • Savings in process time and resource costs
Read the full story
maria middelares logo Blue background

Using automation to deliver medication


  • Bots handle complex but repetitive tasks
  • Bots scan patient records faster
  • Ensure accuracy and pick up any anomalies in patient records
  • Enable staff to work on more valuable tasks – bringing greater benefits to patients
  • Saves time and money, with greater speed and capacity
Read the full story

Prefer to download this guide?


If you would prefer to view our guide to intelligent automation as a pdf, you can download it using the button below.

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Intelligent Automation eGuide