2020 lockdowns to drive new forms of automation

New Delhi: The 'great lockdown' of 2020 will make the drive for automation in 2021 both inevitable and irreversible and remote work, new digital muscles and pandemic constraints will create millions of pragmatic automations, according to a new report.

Document extraction, robotic process automation (RPA) from anywhere, drones and various employee robots will proliferate.

"In 2021, up to 30 per cent of organisations will ramp up their focus on quality by better planning and testing automation before deploying it to production or exposing it to employees," said the Forrester report on automation.

Three times as many information workers will work from home all or most of the time, while many companies will institute hybrid models in which workers come to the office less often.

"As a result of the pandemic, new forms of automation will support one in four remote workers either directly or indirectly by 2022. Direct support in the form of giving a bot to individual workers to support their daily journey will be rare."

However, indirect support will blossom, as intelligent automation handles employee benefits questions and supports document, customer service, and line-of-business tasks that are often invisible to the home worker, the findings showed. Recent rapid growth in the consumer drones industry has sparked momentum in the commercial drone market. While social distancing is a factor in drone usage, two forces will accelerate adoption in 2021.

"First, governments are crafting better regulations to facilitate drone adoption and commercialization, with Amazon Prime Air gaining FAA approval for drone deliveries and India driving drone pilot training with new policies," according to the report.

Second, the rapid evolution of computer vision and 5G will enable real-time drone intelligence over ultra-reliable, low-latency communications.

Like machine learning, RPA will become an embedded feature of many platforms by the end of 2021.

"But rushed and haphazard automation exposes systems and the business to serious risk, so the lack of focus on automation quality is alarming," the report warned.

It can lead to monumental failures that not only damage a company's reputation and customer trust but also limit broader public trust in automation (specifically AI) as a result of media scrutiny, it added.