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AI and Automation Have a Key Role in Driving the New Normal

Source | | Sneha Bokil

Automation and Artificial Intelligence (AI) will play a significant role in the “new normal” post-Covid-19

The Covid-19 pandemic has busted a couple of organizational myths like – long-term and large scale work-from-home is not viable or sustainable. Organizations globally are now
reevaluating the way they work and interact with key stakeholders. Organizations and IT
leaders are prioritizing innovation to be in line with the current trend towards an economic
slowdown. Moreover, even the best drafted Business Continuity Plans (BCPs) for some
organizations are struggling to cope with the demands of rapid changes in these uncertain
times. Enterprises will need to focus on flexibility and agility in responsiveness to adapt to the fast-changing situations amid the pandemic.

Before COVID-19, a majority of companies were human intensive, and now it is leading to a big challenge in scalability. The pandemic has increased the use Robotic Process Automation (RPA) and Artificial Intelligence (AI). Several defined and popular company processes took a hit during the pandemic lockdown. IT and HR support for a number of companies were typically located in defined physical spaces or in call centers. However, with an increase in employees working from home, getting answers on essential IT and HR-related questions has become a challenge. Automation and AI are at the forefront for managing these interactions efficiently in addition to enhancing stakeholder experiences. For example, in the case of automobile players across the globe including Volvo and Mahindra, recently launched online sales, digital services, and contactless-service experience to their customers. They leveraged robotics, AI, and ML to
continue their business plans to their operations, and minimize disruptions for their customers.

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