Introducing The Forrester Automation Framework

Automation is directly related to the customer experience (CX). Programs like Reflexis can automate price verifications and reduce customer waiting times by 80%. Robots like LoweBot can guide customers in the hallway.

The automation contributed directly to its final result. Automation of robotic processes (RPA) for high volume, low complexity activities can generate three full-time equivalent hours (FTE) per robot. Complex tasks with a lower volume can return up to two and a half FTE.

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The social impact on humans is profound. Forrester predicts that automation can be 17% of all jobs in the United States economy. UU for 2027. However, it will also create 10% more jobs in a new automation economy, where development skills become key.

However, until now, there was no unified taxonomy to examine different types of automation. What offers a better business case: descriptive or analytical transmission? Could I have the same deterministic engine in both configuration management and continuous delivery? How does the social impact of chatbots compare with driverless cars?

To solve this problem, Forrester created the first framework for all types of automation. Nine dimensions are critical: 1) process (data acquisition, understanding and determinism); 2) company (robotic ratio, commercial viability and government / audit); and 3) people (human-machine interaction, human effect and effect of the future of work):

Then we compared more than 60 different types of automation in eight categories: Commitment, Sales, Marketing, Decision, Process, Industrial, Infrastructure and Development:

By doing so, we can compare automation to a fine-grained level. Let’s take chatbots and configuration management, for example.

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Chatbots take unstructured data and use a mix of coded / deterministic and learning / non-deterministic behaviors to process them. Your employees require a degree of robotic relationship (RQ) to interact with them. The viability of the business is average, and chatbot behaviors are sometimes slightly opaque to govern / audit. Finally, the effect of people is evident, with a high degree of interaction between man and machine and a moderate impact on the future of work:

The management of the configuration is completely different. Its processes are almost entirely mechanical and require coded and structured data processed with a high degree of determinism. From a business perspective, technology requires that an RQ be a transparent and transparent process for auditing. Finally, the human impact is less. Most of the action is in the back, the social impact is limited and the worker’s role remains focused on the individual:

With the framework, you can optimize your automation portfolio and create a new operating system around automation. To understand the depth of the investigation, as well as a detailed analysis of each of the main categories of automation technology, read our new reports: “commercial automation.

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