Intelligent automation is based on artificial intelligence (AI), while keeping humans in the loop. Indeed, the re-engineering of processes and their optimization don’t necessarily imply the replacement of human operators by machines. Instead, we argue that intelligent automation will increasingly involve a smart orchestration of tasks between machines and humans for reaching operational excellence expected by our clients.

Such an orchestration will be itself governed by a less-known use of AI acting like an invisible hand. We illustrate this idea with a real-world case from a French insurance company.

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