{"id":515482,"date":"2023-10-05T06:34:00","date_gmt":"2023-10-05T06:34:00","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?p=515482&#038;preview=true&#038;preview_id=515482"},"modified":"2025-04-03T04:20:18","modified_gmt":"2025-04-03T04:20:18","slug":"driving-enterprise-transformation-through-ai-enabled-process-automation","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/driving-enterprise-transformation-through-ai-enabled-process-automation\/","title":{"rendered":"Driving enterprise transformation through AI-enabled process automation"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Driving enterprise transformation through AI-enabled process automation<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/09\/Lalitha.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Lalitha Kompella<\/h5><h5 class=\"blog-date\">Oct 05, 2023<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?p=958387\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?p=958387&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?p=958387&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-innovation-nation-talks-to-capgemini-s-lalitha-kompella-about-how-ai-smart-analytics-and-generative-ai-are-underpinning-intelligent-data-driven-and-connected-process-automation-to-drive-enterprise-wide-transformation-and-enhanced-outcomes-for-our-clients\"><em>Innovation Nation<\/em> talks to Capgemini\u2019s Lalitha Kompella about how AI, smart analytics, and Generative AI are underpinning intelligent, data-driven, and connected process automation to drive enterprise-wide transformation and enhanced outcomes for our clients.<\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">Innovation Nation: Hello Lalitha, thank you for joining us today. I&#8217;d like to start by asking you about how you became involved with Capgemini and how you\u2019re driving process transformation for our clients?<\/h3>\n\n\n\n<p><strong>Lalitha Kompella: <\/strong>Thank you, it\u2019s great to be here. I\u2019ve been working in the field of digital, consulting, and transformation for over three decades, and in the last 10 years have held a number of leadership roles in intelligent automation.<\/p>\n\n\n\n<p>I joined Capgemini in 2023, where I was presented with a new challenge \u2013 transforming Capgemini\u2019s Intelligent Automation practice to drive enterprise process transformation and deliver better outcomes and more value for our clients.<\/p>\n\n\n\n<p>One way to realize successful transformation is by implementing excellence across functions such as finance and accounting, supply chain, HR, customer service, marketing, sales risk and compliance, and sustainability that are critical for the business operations of an enterprise.<\/p>\n\n\n\n<p>Recent advancements in artificial intelligence (AI), such as large language models have also made it much easier to drive process transformation and enterprise excellence. And I\u2019ve used these technologies to increase awareness of the benefits of enterprise transformation across the entire Capgemini Group.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">And how are you implementing these technologies to drive process transformation?<\/h3>\n\n\n\n<p>Firstly, I look at this from a strategic standpoint. For example, what is the maximum efficiency we can achieve from enterprise processes? And I look for different avenues for building the best, most efficient processes possible before any technology is used. Processes might be retained, outsourced, or even eliminated because of new or future technologies. But against this constantly changing technology, how do you continue to deliver value?<\/p>\n\n\n\n<p>But efficiency is just half of the equation, I also look at how I can make the processes more effective. While, traditionally, people may not consider themselves a part of intelligent process automation, armed with augmented capabilities to see through processes, transactions, and operations \u2013 using data to derive insights, create intelligence, and drive decision-making \u2013 people can drive the effectiveness of processes.<\/p>\n\n\n\n<p>Achieving this meant rethinking and developing on our capabilities with four main building blocks:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Robotic process automation (RPA) \u2013 <\/strong>leveraging RPA and hyper-automation enabled by AI<\/li>\n\n\n\n<li><strong>Artificial intelligence \u2013 <\/strong>the traditional, machine learning kind of AI that people already know<\/li>\n\n\n\n<li><strong>Smart analytics \u2013 <\/strong>AI-powered intelligent, actionable insights to help make better decisions<\/li>\n\n\n\n<li><strong>Generative AI \u2013 <\/strong>that is already transforming process automation.<\/li>\n<\/ul>\n\n\n\n<p>By working together, these four building blocks enable our clients to put AI at the heart of their business, ensuring their processes are automated in a truly intelligent way.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">Could you explain how you\u2019re delivering enhanced values and outcomes to clients?<\/h3>\n\n\n\n<p>We drive value and outcomes for our clients in a number of different ways. Firstly, we use AI to drive several kinds of insights. From discovering, analyzing, and understanding a process, we draw insights from the transactional, operational, and process data and leverage \u201cdata-as-an-asset\u201d to create solutions for our clients. We build outcomes around these assets using our analytics capabilities to engineer value for our clients.<\/p>\n\n\n\n<p>Second, we use our <a href=\"https:\/\/www.capgemini.com\/solutions\/esoar\/\" target=\"_blank\" rel=\"noreferrer noopener\">ESOAR methodology<\/a> to identify what processes can be systematically eliminated, standardized, optimized, automated, and robotized. Coupled with the solution assets of our practice, this enables us to deliver greater business value in an accelerated manner. <\/p>\n\n\n\n<p>Thirdly, we look at the effectiveness of the processes we\u2019ve identified for optimization with the help of our analytics tools. This makes it easier for us to drive efficiency improvements in, for example, collections and accounts receivables. This is crucial as finance teams often struggle to detect simple anomalies such as incorrect tax codes, which are responsible for around 30% of the backlog in finance collections.<\/p>\n\n\n\n<p>However, it\u2019s important to note that automation isn\u2019t an endless value ladder. There comes a point where you can\u2019t generate any more efficiency. If you automate too much, it becomes counterintuitive to improving customer experience. One of my goals was to work out the right amount of automation to guarantee effectiveness and efficiency without organizations having to over invest.<\/p>\n\n\n\n<p>And I\u2019m happy to say I have now found the automation sweet spot \u2013 enabling us to provide cost effective automation solutions that deliver maximum efficiency to our clients and their customers alike.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">What role does intelligent automation play within Capgemini\u2019s Connected Enterprise approach?<\/h3>\n\n\n\n<p>Capgemini\u2019s Connected Enterprise approach means looking at a process end-to-end \u2013 and considering processes as platforms of value.<\/p>\n\n\n\n<p>When I say \u201cplatform,\u201d I&#8217;m referring to one built on our collective, end-to-end process-level knowledge and solutions. This approach, when combined with our intelligent and acceleration assets \u2013 which are purpose-built to bridge gaps \u2013 creates a new operating model based on the unique connection between humans and machines.<\/p>\n\n\n\n<p>This focus on seamlessly connecting people and machines enables us to deliver frictionless processes quickly and easily, leveraging various cloud and platform providers, third-party products, curated AI products, and automation and analytics capabilities, at our disposal.<\/p>\n\n\n\n<p>This ensures we play our part in Capgemini\u2019s Connected Enterprise strategy by enhancing value and outcomes for our clients.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">Finally, how do you see these technologies evolving in the future?<\/h3>\n\n\n\n<p>These are the two trends I\u2019m seeing in the growth of technology in right now.<\/p>\n\n\n\n<p>In the next three to five years, task automation may become obsolete as newer working models come into play, driven by advanced predictive analytics and AI models.<\/p>\n\n\n\n<p>And as AI-driven operations and machine learning grow, transactional processing work will gradually cease. Indeed, when conversational processes are completely taken over by digital human avatars with more human-like capabilities than they have now, customer experience scores will increase further than we\u2019ve ever seen before.<\/p>\n\n\n\n<p>It may take more than three to five years, but I believe it\u2019s inevitable.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\">Lalitha, thank you for taking the time to talk to us today.<\/h3>\n\n\n\n<p><em>This article is published in the new edition of our Innovation Nation magazine. Read more from our special feature on &#8220;<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/innovation-nation-automation-and-the-data-powered-organization\" target=\"_blank\" rel=\"noreferrer noopener\">Automation and the data-powered organization<\/a>&#8221; and download the full magazine.<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our expert<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/09\/Lalitha-Kompella-400x400-1.jpeg\" alt=\"Lalitha Kompella Global Head, Intelligent Automation Practice, Capgemini&#039;s Business Services\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/lalithakompella\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Lalitha Kompella<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head, Intelligent Automation Practice, Capgemini\u2019s Business Services<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/lalithakompella\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Lalitha Kompella leads Global Intelligent Automation Practice within Capgemini\u2019s Business Services. She helps organizations transform Global Business Services (GBS) operations using AI, automation, and process innovation to improve efficiency, scalability, and service excellence with measurable business impact.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Innovation Nation talks to Capgemini\u2019s Lalitha Kompella about how AI, smart analytics, and Generative AI are underpinning intelligent, data-driven, and connected process automation to drive enterprise-wide transformation and enhanced outcomes for our clients.<\/p>\n","protected":false},"author":499,"featured_media":515483,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"fddf6ab1-6e58-4669-986e-57ad1f9bef95\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[139],"industry":[426],"partners":[],"blog-topic":[90],"content-group":[],"class_list":["post-515482","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-intelligent-business-operations","industry-business-operations","blog-topic-enterprise-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Driving enterprise transformation through AI-enabled process automation - Capgemini Australia<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/driving-enterprise-transformation-through-ai-enabled-process-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Driving enterprise transformation through AI-enabled process automation\" \/>\n<meta property=\"og:description\" content=\"Innovation Nation talks to Capgemini\u2019s Lalitha Kompella about how AI, smart analytics, and Generative AI are underpinning intelligent, data-driven, and connected process automation to drive 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