Intelligent automation consulting services

In Consulting

The way work is performed today will differ significantly from how it is performed tomorrow as intelligent automation becomes embedded in the future workforce. We can help you implement a holistic view of automation, process and service improvement.

Related topics Consulting Workforce AI

What can EY Intelligent automation consulting do for you

Robotics refers to software that runs attended or unattended, working like a virtual employee within the existing IT infrastructure to reliably automate repetitive tasks at scale. In our changing world, robotics is being augmented with multiple digital and analytics elements and enables much larger transformations across the spectrum of emerging technologies, including artificial intelligence, blockchain and the internet of things.

This augmentation and transformation is what we are calling intelligent automation (IA). It is rapidly gaining adoption in back-office functions such as finance, tax, human resources and IT, as well as in supply chain and many customer-facing processes.

Rather than looking at how individual technologies can be applied within an organization, IA is about reimagining how processes across the front, middle and back offices can be transformed to meet new digital customer expectations. By combining techniques and technologies to re-engineer and automate processes, we can achieve speed and efficiency while reducing errors and risk.

We help you:

  • Identify strategies and opportunities
  • Consider operating models and centers of excellence
  • Assess automation risks and controls and the impact on your people
  • Determine your reference architecture and prioritize processes
  • Deliver and implement IA

Benefits can include:

  • A 25% to 40% decrease in operational costs
  • Service completion that is three to five times faster than manual processing
  • Predictable output and quality, as machines consistently follow the same steps and algorithms
  • Reduced risk of human error — and therefore reduced financial, reputational and regulatory risk
  • Deployment that is measured in weeks, rather than months or years
The better the question. The better the answer. The better the world works.

Case study: How AI helped an IT major improve its vendor interaction experience

A global IT company strengthened its vendor relationships through improved quality of interactions and minimized operational costs

The better the question. The better the answer. The better the world works.

Are you supporting tomorrow's vendor management with yesterday's technology?

Vendor management receives a technology transformation with AI.

A major IT services company was facing challenges to maintain relationships with its diverse network of over 15,000 vendors, resulting in non-adherence to service delivery agreements. Effective vendor management is key to reducing costs, driving service excellence and mitigating risks.

Since the vendors were spread across multiple regions, effectively addressing the large volume of queries in multiple languages was challenging for the organization leading to poor vendor experiences. This not only had a negative impact on vendor satisfaction levels but also resulted in several contracts with the same vendor or disparate transactions with multiple vendors. Such setbacks caused delays in project completion timelines with lower customer satisfaction levels.

EY was appointed to provide a scalable solution that could meet the rising demands of the organization’s complex supplier ecosystem and support in managing it effectively.

Vendor management - Technology  transformation with AI
The better the question. The better the answer. The better the world works.

Providing an Artificial Intelligence enabled interactive experience

EY developed an agile vendor management solution on ASpace to respond to vendor queries on a real-time basis

EY ASpace, an enterprise Artificial Intelligence (AI) and automation platform equipped the organization with new technology capabilities that helped in effectively managing a complex multi-vendor ecosystem. Built on advanced machine learning algorithms and AI models, EY ASpace offered a tailor-made suite of AI solutions and deployed an on-premise multi-channel, multi-lingual chatbot.

The solution comprised a robust AI engine, capable of interpreting the inputs received from different vendors and responding intelligently by interfacing with various other enterprise applications.  The combined vision of the organization and EY was to create an AI powered digital workforce that augments human input and creates a better user experience with minimal operating expenditures.

EY ASpace not only enabled end-to-end automation but also offered complete data privacy with on-premise installation.

Our constant endeavour is to help businesses build their own automation capabilities to improve governance, reduce costs and create long term value. Through ASpace we helped our IT client resolve vendor queries around the clock, resulting in a significant manual effort reduction and enhanced vendor experience.
Vijay Bhaskaran
EY India Automation and Artificial Intelligence Leader

The deployment of EY ASpace helped the IT multinational to:

  • Provided its vendors a choice of communication channels to have their queries addressed
  • Drastically reduced the response time from several days to just a few minutes
  • Enable secure vendor access through a multifactor authentication mechanism
  • Save expenditure by eliminating the need to have a multi-lingual team to respond to vendors from various geographies

The EY team enabled the organization to implement a unified system capable of addressing any vendor query in a short span of time leading to a significantly improved vendor experience.

An agile vendor management solution on ASpace
The better the question. The better the answer. The better the world works.

A smart experience that is better for vendors and the business

Deployment of ASpace resulted in an improved vendor experience score and reduction in manual effort

With the vendor management solution powered by EY ASpace, the IT services firm witnessed:

15000+

vendors reached via automated interactions

4000+

queries addressed on an average per day

70%

reduction in manual effort

80%

improvement of Net Promoter Score

EY ASpace powered the organization to take appropriate measures for controlling costs, reducing potential risks related to vendors, ensuring excellent service deliverability while enhancing the overall vendor experience.

It not only offered an automated vendor helpdesk to employees with minimal human effort but also provided the vendors an easy but fully secure access to information related to payment advice, tax etc.

An improved vendor experience score via ASpace

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