Automation

Updated on 07 Mar 2025
2 Minutes to read

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Overview

Automation in the AI for Work (Action-Oriented) refers to the use of intelligent systems and workflows to automate repetitive, rule-based tasks and streamline service delivery across an organization. It ensures that processes such as ticket resolution, request management, and routine operational tasks are executed efficiently, consistently, and with minimal human intervention.

Integrated cross-functional automation ensures faster delivery, improved efficiency, and cost-effective service experiences. Automation is a cornerstone of the AI for Work (Action-Oriented) model, enabling streamlined operations, reduced manual workload, and improved workflow efficiency.

In AIW, the role of automation—including Runbooks, Skills, and Tasks - is pivotal in enhancing efficiency, accuracy, and decision-making, while also reducing the need for human intervention.

User Persona: Administrator

A large telecom company faces high volumes of customer queries across various channels, leading to slow responses, inconsistent service, and high costs. By using Automation to automate workflows, tasks, and skills, the company enhances efficiency and boosts customer satisfaction.

Let us explore how an Automation is used in the context of AIW.

Automated Workflow to handle Customer Support Tickets

A ticket is automatically created whenever a customer sends an inquiry via any channel such as email, chat, etc.
The AIW system categorizes and prioritizes the tickets based on urgency such as technical support, network outages etc.
The AIW then routes the ticket to the appropriate department such as Tech Support or Server Support without human intervention.

Automation plays important role for AIW to perform above actions by creating automated workflows (Runbooks) using skills and tasks.

Benefits

The following infographic depicts the key benefits of Automation.

Use Case

Let’s explore the following use case.

Use-Case

Solution

NovaTech the approval process for travel-related expenses, like travel cards, is manual, slow, and error-prone. Employees must submit requests to HR, finance, or management, causing delays and miscommunication. Additionally, the process lacks transparency, leaving employees uncertain about policy compliance.

Requirements:

Automated Travel Request Submission
Policy Compliance Checking
Automated Approval Workflow
Escalation Mechanism for Complex Requests

To address these requirements, the Service Automation component in AIW automates the complex workflows to deal with routine tasks and act autonomously based on triggers or on request.

The AI service automation component acts autonomously based on triggers and allows users to request actions, ensuring faster, more accurate issue resolution and proactive service management.

A self-service portal or AI-powered chatbot for employees to submit travel card requests, including travel details (destination, dates, purpose).
AI integration with the company's travel policy database to automatically validate travel requests against predefined rules (e.g., destination approval, budget limits, and permissible expenses).
AI-driven workflow that automatically routes travel requests for approval (e.g., escalating to finance or management if necessary) based on predefined criteria.
AI-powered escalation system that flags requests requiring human intervention for complex or high-value trips (e.g., non-compliant requests or exceptions).

The following table describes the high-level flow to configure Automation

Step	Action User Persona: Administrator	Description
1	Skills	Skills are command sets written in languages like PowerShell, Perl, or Python to automate tasks, with configured scripts enabling orchestration workflows.
2	Runbooks	Runbooks automate and manage sequences of connected tasks across systems to achieve specific objectives efficiently.
3	Scheduler	An Automation Scheduler triggers workflows automatically based on defined time or condition-based schedules, eliminating the need for manual intervention.

Step

Action

User Persona:

Administrator

Description

Skills

Skills are command sets written in languages like PowerShell, Perl, or Python to automate tasks, with configured scripts enabling orchestration workflows.

Runbooks

Runbooks automate and manage sequences of connected tasks across systems to achieve specific objectives efficiently.

Scheduler

An Automation Scheduler triggers workflows automatically based on defined time or condition-based schedules, eliminating the need for manual intervention.

For more information on Automation, refer to Service Automation Documentation.

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What's Next

Runbook Dashboard

Table of contents

Overview