埃森哲：智能自动化蓝图.docxVIP

Thriving In The As-a-Service Economy HfS Blueprint Report Intelligent Automation 2016 Excerpt for Accenture October 2016 Tom Reuner Research Vice President, Intelligent Automation Practice tom.reuner@ Table of Contents TOPIC PAGE Executive Summary 2 Understanding the Intelligent Automation Ecosystem 8 Research Methodology 24 Intelligent Automation in the As-a-Service Economy 29 Service Provider Grid 32 Service Provider Profile 36 Market Wrap-Up and Recommendations 40 About the Author 43 ? 2016 HfS Research Ltd. Excerpt for Accenture Proprietary │Page 1 Executive Summary Introduction to and Scope of the HfS Blueprint Report: Intelligent Automation 2016 Intelligent Automation (IA) is one of the most disruptive developments our industry is facing. The market development is still nascent, but we will see exponential growth set in within the next 12 months. However, the market communications about, and consequently the perception of, the progress of IA are blurred as the usual stakeholders that tend to educate and influence the market are on the sidelines. In particular, the supply side is anxious about the potential negative impact on profits. There is a lack of clarity about the best commercial models for dealing with the disruptive threat. Thus, market communications are dominated by automation tool providers with tiny marketing budgets and a vested interest. In line with the early market development, there is no commonly accepted understanding of IA or its key components, adding to the blurred perception. In HfS’s view, the common denominator in all the innovative approaches is the decoupling of routine service delivery from labor arbitrage. At the same time, this denominator encapsulates the disruptive threat as many business models on the supply side are predicated on labor arbitrage. Against this background, the HfS Intelligent Automation Blueprint has three goals: to take stock of where the market is really at, to move the discussion beyond RPA (a narrow notion