Is Your Organization Hiding this Dirty Little Secret about Automation?

It’s certainly no secret that automating time-consuming, manual tasks and processes is the key to success in the digital age. In fact, it’s widely accepted as fact that automation is fundamental for helping organizations become more efficient, adaptive and scalable.

Countless industry surveys have revealed that, in an effort to be more competitive, businesses across every sector and vertical are investing heavily in intelligent automation, AI and machine learning technologies. This initiative has been accelerated over the past year thanks to the global pandemic and push toward remote work.

Everything looks kosher on the surface. Companies are automating. Things are running like a well-oiled machine.

Or are they?

Behind the scenes, many IT teams are hiding a dirty little secret. Despite the many obvious and measurable benefits of automation, manual tasks still remain ubiquitous within many organizations. While a growing number of businesses are adopting automation technology, they’re falling surprisingly short in actually realizing its full potential.

Don’t believe us? The proof is in the numbers. One recent study by Forrester Consulting revealed that IT professionals are still feeling “overwhelmed” with their current volume of work and amount of manual processes. Even more shocking, the study also found that only about 1/3 of IT tasks are being automated and almost half of enterprise-grade companies are still carrying out key workflows completely manually.

Why is this the case? If automation delivers so much potential value, particularly within networks and infrastructures that are growing in both size and complexity, then why are so many businesses still relying on manual processes?

The biggest deterrents include cost and operational complexity. In other words, decision-makers are concerned about the size of the investment as well as whether integration with existing infrastructure would be too challenging.

What these cynics fail to realize is that the cost of failure to automate will unequivocally far outweigh the costs to automate. Let’s look at a real-world example to illustrate this.

Let’s say a global transportation and logistics company has invested massively in digital technology in an effort to streamline their operations – particularly how they schedule deliveries, manage their fleet and interact with customers. Despite this major investment, the company continues to carry out one of its primary workflows – application development – through manual efforts.

Each time one of their developers wants to deploy a new application, he or she must complete a form to request the necessary infrastructure (e.g. the amount of storage required, number of virtual machines needed, etc.). From there, it could take several days, or even weeks, to receive a response. Think about the amount of precious time that is wasted each time this process is carried out.

Meanwhile, the company’s biggest competitor has automated this process so that it can be carried out autonomously, without the need for any human intervention. Instead, the application itself is capable of provisioning what it needs in order to move forward. As a result, this company is able to deploy new applications much more quickly, and at a much lower cost. Which of the two firms do you think will be more successful?

Another area where organizations currently struggle with archaic setups is in the way applications are integrated with one another. Traditionally, these applications would require a human to configure them through script writing and maintenance. With a low-code/no-code automation solution, this is no longer necessary. Instead, the entire infrastructure is seamlessly integrated, with intelligent code telling applications how and where to deploy, how and when to scale and how and when to upgrade itself.

These scenarios clearly illustrate the critical importance of automation as an indispensable tool for operating and maintaining applications and infrastructure with the speed and efficiency that is necessary for true digital transformation. While the concerns over automation may be understandable, clinging to manual processes will quickly become an exercise in futility.

Simply put, if you are not automating in every feasible area of your organization, you are delaying the inevitable and potentially setting your organization leaps and bounds behind your competitors.

Thankfully, overcoming the concerns and objectives and bringing your business up to speed is remarkably fast, easy and surprisingly affordable. Ready to take that next step, leave manual processes in the past for good and position your organization for sustainable success and competitive advantage, both now and in the future? It’s as simple as starting your free trial of Ayehu NG.

Click here to start your automation journey today.

5 Steps to Accelerate Intelligent Automation at Scale

One of the biggest challenges organizations face today when attempting to automate their business processes is determining how to do so in a way that is both sustainable and scalable. In truth, a surprising number of automation projects fail to make it past the infancy stage, while others do next to nothing to effectively make an impact. To overcome this and achieve consistent, measurable results, you need to take a more holistic approach to intelligent automation.

In many ways, the people, structure and processes behind an intelligent automation initiative are far more important than the underlying technology. The key to success with digital transformation lies in developing a robust strategy right from the get-go. These include the critical factors that will ultimately pave the way to either victory or failure. Below, we explore several best practices to ensure that your intelligent automation strategy produces consistent, scalable results.

Develop and define your vision.

For any intelligent automation project to work, there must be a defined strategy and purpose. We’re not talking about vague goals, like cutting costs or improving efficiency, either. We’re talking about developing objectives that are explicit and specific, and most importantly, that align with your overall business strategies.

By pinpointing and documenting this vision, you will have a more clearly defined roadmap for achieving your goals. Additionally, when stakeholders are able to see intelligent automation as a strategic business project, they’ll be far more likely to lend their support and provide the financial and human resources that will be critical to your success.

Get organized.

When it comes to developing a scalable, sustainable intelligent automation strategy, there are two essential elements to focus on. Provided you get these fundamentals right, you should be on track for a successful rollout. The first is choosing an approach and executing it.

Many successful automation projects have begun with a centralized model. It’s important to point out, however, that success with intelligent automation is not something that can be achieved through brute force. In truth, it requires a more widespread, cultural adoption. As mentioned, this is even more crucial than the underlying technology itself.

A centralized approach will enable you to develop best practices in a way that you can scale at a later time, while also allowing you to work out any kinks early on in the project. The best way to accomplish this is through the implementation of an Automation Center of Excellence (CoE). As you mature along the digital transformation path, this team of citizen developers will be able to manage and facilitate the necessary growth and propagation of automation across the entire organization.

Choose the best processes.

When determining which tasks, processes and workflows to automate first, always look for those that will generate the fastest return. To start, make a list of potential candidates and define the benefits and cost of each opportunity. Prioritize this list accordingly.

The ideal candidates would be those processes that involve a high volume of manual, repetitive tasks, are particularly prone to human error or require improvements from a customer experience standpoint (such as faster response times). Resist the urge to tackle large-benefit processes that could take months to fully deploy. Instead, focus on easily built workflows that can have an immediate impact and build from there.

Once you’ve shortlisted and prioritized, double check with any impacted parties, such as the IT team, to be sure your rollout will not hit any barriers or bottlenecks. For instance, you may need to plan your deployment around any maintenance that may be scheduled for the targeted applications. And, of course, include in your organization efforts clearly defined KPIs so you’ll know how to measure progress.

Deploy and monitor.

Again, starting small and working up to larger workflows is the key to scalable intelligent automation. Begin automating the prioritized tasks on your list, carefully monitoring and managing as you go. This is another reason having a CoE is so important.

Once your automated processes are officially in production, they’ll need the appropriate support to ensure continuity and ongoing process improvement. Intelligent automation should never be viewed as something you simply set and forget. There may always be room for tweaks and improvements that could deliver even more value.

Train and retain your intelligent automation team.

In years past, implementing and managing an initiative of this nature would have required a team of highly skilled, experienced developers. While having experts in your corner is certainly beneficial, it’s no longer a requirement. In fact, with enhanced capabilities, like low-code/no-code automation solutions, organizations can leverage advanced AI technology without the need to vie for the attention of in-demand IT professionals.

Today’s organization, powered by the right automation platform, can easily establish a team of automation experts by simply reskilling or upskilling existing employees. In fact, this can be done completely free of charge with resources like our Automation Academy.

Closing thoughts…

In the end, achieving the best results with intelligent automation requires adequate planning upfront and a proactive approach to continuous process improvement. With a clearly defined vision, specific and company-wide support, you should be able to start delivering results, even if that means failing along the way. Get it right, and you’ll be in position to innovate and maintain sustainable success.

Ready to get started? Experience the power of low-code/no-code intelligent automation today by claiming your own 30-day free trial here.

3 Ways AIOps is Revolutionizing Enterprise IT

With digital transformation initiatives topping the priority list, increasing pressure is being placed on IT teams to continue to innovate and improve digital services at a breakneck pace. To meet these demands and keep their organizations competitive, IT teams are increasingly turning to artificial intelligence for IT operations (AIOps). This technology enables IT to manage performance issues in real-time and leverages predictive insight to prevent problems before they occur. In addition to creating this type of self-healing environment, here are few other ways AIOps will revolutionize enterprise IT in the coming years.

Overcoming the Skills Gap

Traditional IT work focused on the manual production and maintenance of reliable infrastructure. This was heavily dependent on skilled human agents. With the introduction of AIOps, IT enjoys faster incident remediation, a reduction to MTTR and a decrease in overall costs. A more autonomous environment such as this reduces the need for hands-on, manual oversight by IT personnel. As a result, IT departments can run effectively and efficiently, even on limited staff. Essentially, AIOps enables IT teams to do more with less.

Furthermore, with the increased prevalence of low-code and no-code solutions, the level of expertise required to keep IT functioning at optimal performance drops exponentially. Managing the AIOps platform can be accomplished through upskilling existing employees, eliminating the need to seek external talent from a pool that is rapidly drying up.

Achieving Synergy

Historically, problems with data would often go undetected or require a frustratingly long time to resolve. This contributed to increased MTTR, ultimately impacting satisfaction rates and hindering the ability to innovate. Further complicating matters, the widespread permeation of cloud technology has resulted in the adoption of micro-services, most of which has its own set of rules and tools. This made the gathering, interpreting and leveraging of data exceeding more challenging for IT.

With the implementation of AIOps, enterprise IT teams can finally lift the veil and enjoy full-stack visibility over all elements of the IT environment. Individual silos are broken down and a seamless integration of systems is made possible. This makes data infinitely more powerful and tremendously more useful to the entire organization.

Enhancing and Fortifying Cybersecurity

Cybersecurity has been a top organizational priority for decades. Rapidly evolving technology has opened the doors to bad actors, enabling unprecedented opportunity for malicious action. Couple this with the rise in online activity over the past year, and it’s no surprise that cyberattacks have become the biggest threat to enterprise growth. As cyber threats become increasingly complex, IT decision-makers are faced with the daunting task of establishing countermeasures that will allow them to manage threats proactively.

AIOps can help to establish and strengthen sufficient fortifications to protect the enterprise from even the most sophisticated attack, enabling IT to mitigate the damages of cyber threats, or better yet – avoid them altogether. For IT teams facing increasingly complex security challenges, AIOps can facilitate the detection, evaluation and autonomous elimination of potential vulnerabilities before cyber criminals have the opportunity to exploit them.

For these reasons (and many more), AIOps is poised to fundamentally change enterprise IT over the following months and years. Best of all, mature AIOps technology is readily available for rapid implementation. All you have to do to get started is download your free trial of Ayehu NG today. What are you waiting for?

Accelerating Digital Transformation with Intelligent Automation

Organizations across the globe are scrambling to achieve the so-called holy grail of business optimization: digital transformation. But what does that blanket term even mean? Moreover, how can it be achieved in a way that is both successful as well as sustainable? The key is intelligent automation, but not just a one-off tool. To be truly transformative, IT decision-makers must focus on a platform and strategy that offers a genuine end-to-end solution. Those struggling in this area can deploy the following 3-step framework.

Step 1 – Conduct a “business readiness” assessment and optimize where necessary.

True, effective digital transformation requires an honest evaluation of business readiness, both from a technology as well as a process standpoint. The IT team plays an essential role in ensuring that advanced technologies, like machine learning and intelligent automation, will align with the existing infrastructure. This group will also be responsible for developing and implementing guidelines for securing and managing the tech environment.

In addition to IT’s central role, other key stakeholders throughout the business should also be engaged with the goal of evaluating and documenting their existing processes. This is because intelligent automation delivers maximum value when applied to processes and workflows that are well-defined and already working properly. Contrarily, automation deployed against processes that are undocumented or broken can actually negatively impact ROI.

Step 2 – Develop your business case for intelligent automation.

Once you’ve identified and optimized your technology and processes, the next step is to develop a clear and compelling argument that draws correlations between intelligent automation and business objectives (operational, workforce, financial, etc.). Then, rank all proposed use cases in order of priority based on their potential rate of return. This list will provide a guideline for intelligent automation implementation. Remember to look at the big picture and focus on end-to-end solutions, including:

  • Data capture
  • Process orchestration
  • Engagement
  • Analytics
  • Artificial intelligence

What’s more, when evaluating potential technology partners, be sure to look for an integrated platform. This will prevent the need for IT to manage multiple tools and employees to learn several different solutions. Additionally, by adopting an integrated approach, costs and complexity will be reduced while time-to-value will be accelerated.

Step 3 – Establish an Automation Center of Excellence (CoE).

The last piece of the successful digital transformation puzzle is to create a complete operating model around intelligent automation. This is often referred to as a Center of Excellence, or CoE for short. The CoE team is responsible for managing all things related to automation. This includes everything from developing and maintaining standards to implementing training, managing vendors, establishing best practices and more.

There are several ways to structure an Automation Center of Excellence. Three of the most common models are as follows:

  • Centralized (single team)
  • Decentralized (multiple business units)
  • Hybrid (combination of both)

There’s no one-size-fits-all approach to building a CoE, however, we’ve developed several resources that can help to effectively lay a more solid foundation. Here are just a few:

7 Steps to Creating an Automation Center of Excellence

How to Build Your Next-Gen Automation CoE (On-Demand Webinar)

Ayehu Automation Academy (Free Online Educational Resources)

In conclusion, with the right approach, accelerated, long-term digital transformation is entirely possible. The steps above should help you lay the groundwork for a more successful, sustainable outcome.

Looking for the right platform to power your organization’s digital transformation initiative? Ayehu NG provides a customizable, integrated, out-of-the-box solution that delivers lightning fast value. Download your free 30-day trial to take Ayehu for a test drive and be up-and-running with intelligent automation in minutes!

Episode #53: Why End User Experience May Be A Better Measure Of Automation Success Than ROI – GAVS Technologies’ Balaji Uppili

November 16, 2020    Episodes

Episode #53: Why End User Experience May Be A Better Measure Of Automation Success Than ROI

In today’s episode of Ayehu’s podcast, we interview Balaji Uppili, Chief Customer Success Officer for GAVS Technologies. 

Wikipedia defines Customer success as “…the business method ensuring customers achieve success, their desired outcomes while using your product or service.”  If automation is your product/service, what are the keys to ensuring it succeeds for your internal and/or external customers? When digital transformation projects have a documented failure rate as high as 84%, how should you approach implementation of automation to be part of the 16% that succeed? 

For answers we turn to Balaji Uppili, Chief Customer Success Officer at GAVS Technologies, one of the leading global IT service providers for midsize enterprises.  As the man tasked with assuring GAVS clients get the desired outcomes they demand, he’s developed critical insights on how to increase their odds of success.  He shares some of his accumulated wisdom with us, including why cost reduction shouldn’t be your most important measurement of success. 

Guy Nadivi:Welcome everyone. My name is Guy Nadivi and I’m the host of Intelligent Automation radio. Our guest on today’s episode is Balaji Uppili, Chief Customer Success Officer for GAVS Technologies. For those of you unfamiliar, GAVS is a global IT services provider focused on AI-led managed services and digital transformation. AI and digital transformation of course are two of the primary topics we focus on at this podcast. And as Chief Customer Success officer for a global MSP providing those two services, we’re very interested in hearing from Balaji what the keys are to successful implementations in those disciplines. Balaji, welcome to Intelligent Automation radio.

Balaji Uppili: Hi Guy. Very good morning. Hi. Good to talk to you.

Guy Nadivi: Balaji, please tell us how you ended up in your current role as Chief Customer Success Officer for GAVS Technologies.

Balaji Uppili: Very well. Thank you. This is my 10th year at GAVS Technologies. We started off as a global delivery officer, and then when we realized that delivery is to deliver towards an SOW or a contract or a predefined SLA, we felt we need to go way beyond that and deliver to the outcomes which the customer wants, deliver to the roadmap and aspirations which they want. And hence, we felt delivering to the success of the customer is far more important to deliver this project successfully. And that’s why we represented as customer success. And we think we made the right choice because we are now able to measure and live up to a larger set of expectations and value to the customer than just delivering to a project. And that’s how I ended up as a Chief Customer Success Officer at GAVS.

Guy Nadivi: As Chief Customer Success Officer, I’m curious, how does GAVS Technologies define success when it comes to automation projects.

Balaji Uppili: Success actually respective of automation or otherwise, is extremely critical for the long-term relationship and connect, and more so in current days when automation has become the central need for all of our customers. We define success by understanding that individual who’s playing the key role with us from the customer organization and customer itself. When we get to interact with them, we identify and understand their larger business goals, capture those. We identify, understand what are the larger aspirations and expectations way beyond what the initiative we are working on and capturing those, measuring those, and being transparent with them as to how we are embarking on that journey is what defines success. And that’s what we actually take pride in doing at GAVS.

Guy Nadivi: I imagine that one aspect of customer success for automation projects involves user adoption, especially when it might lead to a change and a given user’s role, and this can lead to a type of anxiety we refer to as robophobia. Balaji, how does GAVS help organizations overcome their staff’s robophobia?

Balaji Uppili: Very good question, Guy. Customers actually want automation in normal circumstances, but when it comes to individuals, they feel that automation could actually replace them. They feel that their jobs may be going away. The entire change management, which is very critical, is to actually emphasize that automation actually augments human beings. Automation is not a replacement. So when we actually bring in an element of process change or technology change, we are very fast to adopt because that actually helps us. That actually makes us better. But when it comes to automation, it is felt as a replacement. The best way to address this is to actually let automation solve their mundane regular problems first, before embarking on complex ones. So involving the customer, having them participate in the journey of automation, and having them in the central part of defining what the automation can derive is actually key to success. And when they participate, their anxiety levels actually go away and probably they’re actually faster in embracing it. So the change management is extremely critical when it comes to automation.

Guy Nadivi: Balaji, can you talk about some of the more interesting and successful automation projects that you and GAVS have delivered for customers?

Balaji Uppili: Sure. For one of the largest public relations firm in the US, when we embarked on automation, it was felt that it is actually an exercise of reducing manpower, and to reduce costs for gas so that we can actually execute it using automation. But later we realized when we actually started introducing automation step by step, and we actually achieved about 40% and above automation over a period of 18 months, we then realized that the customer is actually delivering higher user experience. When the whole conversation turned from a labor arbitrage or a peek in production conversation to higher user experience, then their ability to embrace it actually improved to the extent that the CSAT went from anywhere from two to 2.5, to close it to 4.5, one a five scale, and they were able to bring a lot more value to the end user in defining what is user experience, in defining what can be the way the end users can actually have a very frictionless environment. So that’s one big customer engagement I would talk about. And quickly, the second customer engagement we’ve talked about is a very large aircraft manufacturer company in the world. They wanted to carry out a large digital transformation and towards that, they were doing a lot of manual activity in orchestration in trying to lift and move the data from as is environment to a target environment. When we brought in automation, they felt that they could focus on much larger business process re-engineering, rather than just focus on the day-to-day or heavy lifting of the applications and services from on-prem to the cloud. These are two examples, which I can relate to in the last 12 to 18 months, which has significantly brought value to our customers, Guy.

Guy Nadivi: Hearing you talk about these projects, Balaji, I’m curious when GAVS evaluates a customer process for automation, is there a minimum ROI you need to see in order to recommend automating that process to your customer?

Balaji Uppili: It does. I mean, at the end of the day, automation is felt as an overhead initially to automate the manual steps before starting to use it. But in most cases, we have found that the business case is written not for an initial investment, but over a period of time, how the benefit actually accrues. So if you plan out the automation initiative with regards to cost, with regards to availability of intellectual capital, and more importantly, with regards to enhancing end-user experience upfront these, three automatically fund the automation initiative. These are critical because cost alone is not a measure of automation. Frictionless execution, end user experience are also equally or better in terms of how automation can define the way enterprise operates. So driving these upfront, and capturing these, automatically provides a very useful ROI case for any automation.

Guy Nadivi: So speaking of ROI, is there a single metric other than ROI that best captures the effectiveness of the kind of automation you deploy for organizations?

Balaji Uppili: Very well. Good question, Guy. The biggest beneficiary beyond even costs is actually end-user experience. I take a small example, in one of the largest consumer goods customers, the CIO actually wanted us to bring in as much automation so that he’s proactive to his business. He is proactive to how his end users are able to react. The more we provided him information and were proactive, his ability to be accepted as a technology leader within his business organization was far higher than before. So the end user experience is probably a lot more valuable parameter than even costs as part of an ROI. Every time end-user is able to get that particular activity out without difficulty, absolutely frictionless, and offer very higher quality, automation speaks for itself. I think end user experience and frictionless operations are probably much higher in the scale when compared to ROI in such automation, Guy.

Guy Nadivi: Interesting. Balaji, GAVS touts itself as a global IT services provider focused on AI-led managed services and digital transformation. Now digital transformation projects have a notoriously high failure rate, as high as 84%, according to some. Balaji, for the remaining 16% of digital transformation projects that succeed, what factors did they share in common?

Balaji Uppili: It’s very simple. Automation or digital transformation cannot be done in isolation. It has to be done in an extremely collaborative manner. I mean, to date GAVS has been successful in every digital transformation initiative. When we involve the key stakeholders at the customer, including the people who are going to be using the target state platform early on, it actually makes a big difference. Digital transformation is not about moving everything to the cloud. Digital transformation is not about automating everything. Digital transformation is changing the way of life. Digital transformation is making our customers to do the same thing in a much better fashion. It could be automation, it could be cloud, it could be analytics, it could be mobility. So having the key stakeholders of the customer participate early on in the planning process and in the transformation process is key. And second one is showing quick wins and demonstrating through pilots and proof of concepts earlier on, makes the customer to participate even better. Those are, I feel, are genuine key considerations for success of the digital transformation. And that’s what actually GAVS has taken pride in because we have created something called as a migration office template for digital transformation. And that is actually helping customers to participate in a very collaborative manner and see the benefits of it from day one.

Guy Nadivi: At the time of this podcast’s recording we’re in the middle of a worldwide healthcare crisis due to COVID-19. Balaji, how is COVID-19 affecting global IT services providers like GAVS Technologies when it comes to providing IT services to enterprise clients?

Balaji Uppili: I wouldn’t be doing justice if I say it did not. So it definitely has impacted the way people relate to others. The way people are collaborating. It’s all being done remotely. So more and more, when we start looking at this new normal of working remotely, collaborating remotely, ability to deliver value remotely, I think automation plays even more, a larger role. The reason why I say that is automation doesn’t necessarily mean it’s a script running to be able to drive some work done. Automation is identifying certain elements or certain processes within an enterprise, which could have either been avoided manually, or could be done much differently, and then figuring out how to do it differently. So we have a principle. We say that if in case you want to do something second time, why do it through a human? Why not automate it through a bot? Now, if I use that, it actually applies even better for remote collaboration and remote working. Wherever we feel that we can actually use the remote workforce to do much more higher value, pass it on to them to do it, and bring in these automation scripts and bots, to be able to do the day-to-day stuff in a human and remote manner. So the actual remote working, while it has changed the culture while it has changed the working patterns, has actually lent itself very well for automation. And we are seeing a lot more customers wanting to automate, wanting to look at digital transformation during these times.

Guy Nadivi: So with that in mind, what has been the pandemic’s effect on enterprise decisions about implementing automation, AI, and other digital transformation initiatives?

Balaji Uppili: It’s actually gone up. While they were cautious in the early days, what has happened is now the customers want to do remote collaboration. They want even more better frictionless applications or business process, because they now don’t have the touch and feel of the customer themselves in helping them out. That is one aspect. The second aspect is cost. The cost optimization has become significant. People are wanting to reduce costs because of the uncertain times. That automatically means that automation is an answer to some of that. And lastly, because it is remote collaboration, newer techniques of Agile, newer techniques of execution are happening, which automatically lends itself to automation. I think the new norm is actually going to drive digital transformation and automation in a much better way without impacting lives of people, because I think cost and user experience are automatic increased expectations in this new norm

Guy Nadivi: Balaji for the CIOs, CTOs, and other IT executives listening in, what is the one big must have piece of advice you’d like them to take away from our discussion with regards to implementing automation successfully at their enterprise?

Balaji Uppili: Don’t just work towards an ROI which has costs as the primary driver. Bring in end user experience, involve the various stakeholders who are going to contribute to the end user experience. Bring in a cultural change in the way you would like to execute, bring in elements of digital transformation, elements of things which can be eliminated like a waste elimination, or use the Lean Six Sigma principles to arrive at some of that. Don’t just consider this as a cost optimization exercise, but consider it more as a transformative exercise, consider it as an enhancing end-user experience and making your enterprise frictionless, which means you have to have a larger participation of your enterprise stakeholders in this initiative. Doing it in isolation, and only as cost will probably not help you achieve some of those good results which come out when you think of automation and digital transformation

Guy Nadivi: Making your enterprise frictionless, I think is some great insight. All right, looks like that’s all the time we have for on this episode of Intelligent Automation Radio. Balaji, you are the first Chief Customer Success officer we’ve ever had on the podcast, and I think you’ve really enlightened our audience about the importance of customer success for the advanced technologies many enterprises are adopting as part of their digital transformation initiatives. Thank you very much for coming on the show.

Balaji Uppili: Thank you Guy. It was my pleasure and we look forward to more and more of such conversations, but please keep in mind, automation is the new norm, digital transformation is the new norm. Don’t get scared, embrace it. It will give you lots and lots of benefits and make people’s lives better. Thank you very much Guy for the opportunity. Good luck. Have a great day.

Guy Nadivi: Balaji Uppili, Chief Customer Success Officer for GAVS Technologies. Thank you for listening everyone. And remember don’t hesitate, automate.

Balaji Uppili

Chief Customer Success Officer for GAVS Technologies.

Balaji has over 28 years of experience in the IT industry, across application value management, digital transformation, managed services in infrastructure and applications, BPO and Strategic Operations handling P&L, global Delivery, Operations and customer success management across multiple verticals which includes Healthcare, Information Services, Retail & Hospitality, Media & Publishing, Manufacturing & Logistics, and Consumer goods. Balaji has played various roles across geographies viz., USA, Continental Europe, and Asia Pacific, through his previous stints at Patni Computers, L&T Infotech, Cognizant Technology Solutions, and Virtusa Software Solution Limited. 

Balaji’s enthusiasm, energy and customer focus are a rare gift, and he plays a key role in bringing new clients into GAVS.  Balaji heads the Delivery and passionately works on Customer success delight.  He says work is worship for him, and enjoys watching cricket, listening to classical music and visiting temples. 

Balaji can be reached at: 




“Customers actually want automation in normal circumstances, but when it comes to individuals, they feel that automation could actually replace them. They feel that their jobs may be going away. The entire change management, which is very critical, is to actually emphasize that automation actually augments human beings. Automation is not a replacement.” 

“Digital transformation is not about moving everything to the cloud. Digital transformation is not about automating everything. Digital transformation is changing the way of life.” 

"People are wanting to reduce costs because of the uncertain times. That automatically means that automation is an answer to some of that." 

About Ayehu

Ayehu’s IT automation and orchestration platform powered by AI is a force multiplier for IT and security operations, helping enterprises save time on manual and repetitive tasks, accelerate mean time to resolution, and maintain greater control over IT infrastructure. Trusted by hundreds of major enterprises and leading technology solution and service partners, Ayehu supports thousands of automated processes across the globe.



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Episode #1: Automation and the Future of Work
Episode #2: Applying Agility to an Entire Enterprise
Episode #3: Enabling Positive Disruption with AI, Automation and the Future of Work
Episode #4: How to Manage the Increasingly Complicated Nature of IT Operations
Episode #5: Why your organization should aim to become a Digital Master (DTI) report
Episode #6: Insights from IBM: Digital Workforce and a Software-Based Labor Model
Episode #7: Developments Influencing the Automation Standards of the Future
Episode #8: A Critical Analysis of AI’s Future Potential & Current Breakthroughs
Episode #9: How Automation and AI are Disrupting Healthcare Information Technology
Episode #10: Key Findings From Researching the AI Market & How They Impact IT
Episode #11: Key Metrics that Justify Automation Projects & Win Budget Approvals
Episode #12: How Cognitive Digital Twins May Soon Impact Everything
Episode #13: The Gold Rush Being Created By Conversational AI
Episode #14: How Automation Can Reduce the Risks of Cyber Security Threats
Episode #15: Leveraging Predictive Analytics to Transform IT from Reactive to Proactive
Episode #16: How the Coming Tsunami of AI & Automation Will Impact Every Aspect of Enterprise Operations
Episode #17: Back to the Future of AI & Machine Learning
Episode #18: Implementing Automation From A Small Company Perspective
Episode #19: Why Embracing Consumerization is Key To Delivering Enterprise-Scale Automation
Episode #20: Applying Ancient Greek Wisdom to 21st Century Emerging Technologies
Episode #21: Powering Up Energy & Utilities Providers’ Digital Transformation with Intelligent Automation & Ai
Episode #22: A Prominent VC’s Advice for AI & Automation Entrepreneurs
Episode #23: How Automation Digitally Transformed British Law Enforcement
Episode #24: Should Enterprises Use AI & Machine Learning Just Because They Can?
Episode #25: Why Being A Better Human Is The Best Skill to Have in the Age of AI & Automation
Episode #26: How To Run A Successful Digital Transformation
Episode #27: Why Enterprises Should Have A Chief Automation Officer
Episode #28: How AIOps Tames Systems Complexity & Overcomes Talent Shortages
Episode #29: How Applying Darwin’s Theories To Ai Could Give Enterprises The Ultimate Competitive Advantage
Episode #30: How AIOps Will Hasten The Digital Transformation Of Data Centers
Episode #31: Could Implementing New Learning Models Be Key To Sustaining Competitive Advantages Generated By Digital Transformation?
Episode #32: How To Upscale Automation, And Leave Your Competition Behind
Episode #33: How To Upscale Automation, And Leave Your Competition Behind
Episode #34: What Large Enterprises Can Learn From Automation In SMB’s
Episode #35: The Critical Steps You Must Take To Avoid The High Failure Rates Endemic To Digital Transformation
Episode #36: Why Baking Ethics Into An AI Project Isn't Just Good Practice, It's Good Business
Episode #37: From Witnessing Poland’s Transformation After Communism’s Collapse To Leading Digital Transformation For Global Enterprises
Episode #38: Why Mastering Automation Will Determine Which MSPs Succeed Or Disappear
Episode #39: Accelerating Enterprise Digital Transformation Could Be IT’s Best Response To The Coronavirus Pandemic
Episode #40: Key Insights Gained From Overseeing 1,200 Automation Projects That Saved Over $250 Million
Episode #41: How A Healthcare Organization Confronted COVID-19 With Automation & AI
Episode #42: Why Chatbot Conversation Architects Might Be The Unheralded Heroes Of Digital Transformation
Episode #43: How Automation, AI, & Other Technologies Are Advancing Post-Modern Enterprises In The Lands Of The Midnight Sun
Episode #44: Sifting Facts From Hype About Actual AIOps Capabilities Today & Future Potential Tomorrow
Episode #45: Why Focusing On Trust Is Key To Delivering Successful AI
Episode #46: Why Chatbots Are Critical For Tapping Into The Most Lucrative Demographics
Episode #47: Telling It Like It Is: A 7-Time Silicon Valley CIO Explains How IT’s Role Will Radically Change Over The Next Decade
Episode #48: How Microsoft Will Change The World (Again) Via Automation
Episode #49: How One Man’s Automation Journey Took Him From Accidental CIO To Unconventional VC
Episode #50: How Automation Helped LPL Financial Grow Into The Largest Independent Broker Dealer In The US
Episode #51: Why Cognitive Architecture Might Be An Early Glimpse Of A Future With Artificial General Intelligence
Episode #52: Chatbots Aren’t Human, So Don’t Expect People To Pretend They Are

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Disclaimer Note

Neither the Intelligent Automation Radio Podcast, Ayehu, nor the guest interviewed on the podcast are making any recommendations as to investing in this or any other automation technology. The information in this podcast is for informational and entertainment purposes only. Please do you own due diligence and consult with a professional adviser before making any investment

5 Highly Impactful, Real-World Applications for Intelligent Automation

On paper, intelligent automation seems amazing. And in practice, when implemented properly and applied to the appropriate processes and workflows, it absolutely can be. Many business leaders, however, struggle to make the transition from theory to action because it can be easy to become overwhelmed and overloaded. To help with this, we’ve identified five use cases where intelligent automation can be applied to deliver long-term, sustainable value.

Processing, interpreting and leveraging unstructured data.

There is a virtually endless amount of data being generated on a minute-by-minute basis. All of that information is useless if it is not properly vetted, and humans are simply incapable of keeping up with the sheer volume. Intelligent automation, on the other hand, is capable of sifting through mountains of data, instantaneously analyzing it and extracting relevant insights that can be used to improve business operations.

Proactive remediation.

Wouldn’t it be nice if, instead of worrying about responding to an incident as quickly and effectively as possible, you could remediate the problem before it even occurs? This is entirely possible with intelligent automation. Not only can you use this technology to predict potential issues, but you can leverage it to autonomously resolve said issues without the need for any human intervention.

Trend detection and escalation.

Not all anomalies in data are detrimental, but many are, and the outcome can be downright devastating to an organization. By introducing intelligent automation into the mix, you can apply the power of AI to continually scan and pinpoint trends that may be worthy of attention. You can even set parameters for which types of anomalies should be resolved automatically and which should be escalated for review.

Real-time, strategic optimization.

Processes that aren’t working to the full benefit of the organization can be worse than processes that are broken altogether. Annual, quarterly or even monthly audits to identify and correct inefficient workflows are simply not sufficient in today’s competitive landscape. The right intelligent automation platform will provide real-time updates to ensure ongoing strategic optimization on the fly.

Forecasting and decision-support.

Planning for the future is an essential component of executive leadership. Intelligent automation can become an invaluable tool for this, turning data into insights that can help management more accurately forecast and make more effective decisions.

These are just a handful of the many applications for intelligent automation that IT and other business leaders should consider when preparing for the months to come. These technologies will continue to push boundaries, overcome limitations and become fundamental to successful digital transformation.

But you don’t have to take our word for it. You can begin experiencing the power of intelligent automation for the five use cases above (and much more) by launching your free trial of Ayehu today.