How hyperautomation improves the customer and employee experience
March 6, 2025 / Christian Schieb
Short on time? Read the key takeaways:
- Hyperautomation advances standard automation by infusing domain knowledge with AI and other holistic, advanced capabilities.
- Demographic and cultural changes in the workplace are making it more crucial to find solutions like hyperautomation to compensate for a changed workforce.
- Hyperautomation improves employee experience by freeing worker time for more creative tasks.
- Hyperautomation supports the customer experience by giving them faster answers and information.
Doing more in less time and at a lower cost is the holy grail of business objectives. Now, imagine the impact if you could do all of this while enhancing customer and employee experience.
AI-driven hyperautomation delivers both operational efficiency and experience benefits – particularly valuable as organizations face growing retirements and workforce reductions.
While traditional automation streamlines manual processes, hyperautomation goes further. The infusion of AI, machine learning and other technologies gives hyperautomation advanced capabilities traditional automation can't match. Organizations that embrace these advanced capabilities gain advantages that enhance the customer and employee experience.
Employee experience: Creating space for more fulfilling work
The employee benefits of hyperautomation directly address today's workforce challenges. These include a desire to optimize costs – possible by decreasing employee turnover and increasing customer loyalty. Automating repetitive tasks increases employee engagement and retention. This proves especially valuable for hybrid teams looking to maximize their impact.
Consider how a typical application process works today. Applicants move through multiple steps: searching online, printing forms, filling them out, scanning, submitting and waiting for approvals. Business analysts spend hours reading through dense legal documents and policy texts to find, understand and document the applicable business rules. While workflow tools may help, it’s still a manual, time-consuming process.
Combining ethical and transparent AI with automation makes this a seamless process. The system automatically extracts the business rules from original documents and manages each stage of the application. Instead of hunting through hundreds of pages of legal text, employees can focus on creative problem-solving and meaningful interactions.
When someone asks about grant or permit eligibility, for example, employees can provide answers quickly and accurately. This speed and precision benefits both government constituents and business customers who need fast responses about their qualifications.
Customer experience: Delivering faster service
Improving the employee experience is one of several strategies to create more loyal customers. And less time on manual tasks means more time to create stellar customer experiences. Hyperautomation amplifies this benefit by enabling personalized, context-aware interactions at every touchpoint.
Consider the earlier example of permit and grant applications. With hyperautomation, customers receive instant answers about their eligibility through AI-powered chatbots. This self-service option works alongside enhanced employee support, creating a responsive experience that adapts to customer preferences. Delivering personalized experiences lets you build closer relationships with customers and anticipate their needs.
The benefits extend beyond faster services. Hyperautomation gives organizations more time to devote to innovation – developing new products, programs and solutions that address evolving customer needs.
Smart Rule: Bringing hyperautomation to life
Want to make business rule management easier for your team? Realize the powerful combination of hyperautomation and AI with the Unisys Smart Rule solution. It extracts business rules from complex legal and business documents while keeping humans in control – your lawyers or technical experts approve every extracted rule.
The intuitive dashboard lets you see the business text alongside the extracted business rules and conditions, making reviews simple and efficient. This speeds up application processing, instantly flagging missing information or instances where someone doesn’t meet a requirement. Generative AI can even identify conflicting rules within and across several documents. The result? Faster service for customers and more strategic work for employees.
Read how Smart Rule can support law as code and learn more about how Smart Rule can benefit your organization.
