iBPA – Intelligent Business Process Automation

The manufacturing industry, where GEWISS operates, is undergoing a profound transformation driven by the convergence of advanced digital technologies and new organizational models such as Agentic AI and Digital Servitization. In this context, Intelligent Business Process Automation (iBPA) proves to be a strategic opportunity to automate complex decisions, optimize the user experience and reduce operating costs by integrating artificial intelligence into business processes, from analysis to automation management.

Business process automation is not a new concept, as various technologies have emerged over the past decades to map and optimize operational workflows. However, a major turning point came in the early 2010s with the spread of Robotic Process Automation (RPA), a technology designed to automate repetitive, rule-based tasks.

iBPA should be viewed as the natural evolution of RPA, as it combines automation with artificial intelligence, introducing the ability to learn and adapt in real time. In practical terms, this means that processes do not merely execute tasks, but learn from each cycle and adjust to incoming data autonomously.

iBPA can be implemented at increasing levels depending on factors such as managerial complexity and the degree of artificial intelligence involved.

The first level focuses on automating simple, repetitive tasks by simulating actions typically performed by human operators. Common examples, often relying on computer vision algorithms and Natural Language Processing (NLP), include automatic data entry into systems, report generation and document processing.

At a higher level of complexity, iBPA enables the automation of all activities within a process, potentially integrating multiple systems and including human intervention in decision-making phases. This approach is particularly effective in contexts governed by deterministic rules (such as administration, finance and control) or requiring rapid decision-making (such as operations).

The most advanced level of iBPA involves a complete redesign of processes, which are optimized and redefined in light of the new possibilities offered by intelligent automation. Here, the goal is not just to make an existing workflow more efficient but to create an entirely new flow that is more agile and value-oriented.

To better understand iBPA’s applicability in the industrial sector, let’s consider the remote customer support process:
 

• The task level involves automating actions such as sending personalized emails when a request is logged or automatically classifying tickets based on content.

• At a process level, it is possible to set ticket prioritization rules using predictive analysis and detect service anomalies through continuous monitoring.

• In terms of workflow reengineering, iBPA enables the redesign of new, differentiated customer self-service portal flows, adapting navigation and support paths to observed user behavior.
   

Although currently more widespread in the financial sector, iBPA is increasingly being adopted in the digitalization of manufacturing. According to a recent study by the Politecnico di Milano’s Digital Innovation Observatory, the business areas most involved are:
 

• Administration, Finance and Control: using Intelligent Document Processing (IDP) solutions to extract and manage data from both structured and unstructured documents.
• Operations: leveraging tools to optimize production scheduling, inventory management and supply chain operations through dynamic models.
• Customer Service: employing Conversational RPA technologies to automate customer interactions, with escalation to human operators in the event of exceptions or anomalies detected by iBPA systems.

All these activities are carried out without the need for human intervention, though escalation remains possible when necessary.

The integration of iBPA into business systems, enabled by dedicated platforms such as Celonis or Apromore, provides manufacturing companies with tangible benefits. These are not limited to technical efficiency but also extend to transforming how organizations operate, make decisions and allocate resources.

One key benefit is operational efficiency and agility. By automating activities and enabling processes to adapt in real time to external conditions, companies can significantly reduce cycle times, eliminate inefficiencies and respond more effectively to demand fluctuations or production challenges.

Another critical advantage is enhanced quality control and compliance. iBPA-based systems can continuously monitor process performance, promptly detect anomalies and trigger automatic alerts. This ensures high traceability and, when necessary, engages human oversight in complex cases, safeguarding quality and regulatory standards.

Finally, iBPA supports a more sustainable and value-oriented approach. By automating repetitive, low-impact tasks, internal resources can be reallocated to higher-value activities such as innovation, design or data analysis. It is an approach that not only improves overall efficiency but also fosters a more dynamic, aware and goal-focused organizational culture.

As highlighted by a McKinsey study, adopting Intelligent Business Process Automation is not just about introducing a new technology into the company, but also requires navigating a profound cultural and organizational transformation.

Implementing intelligent automation demands a redefinition of operational dynamics: establishing clear boundaries for algorithmic decision-making, determining when human intervention is required and clarifying accountability for managing automated workflows. 

Rules for control and oversight must also be in place to ensure transparency, reliability and compliance. In this respect, iBPA serves as both an operational tool and a catalyst for organizational change, requiring vision, methodology and awareness.

iBPA perfectly aligns with the Industry 5.0 paradigm, which emphasizes human-centricity, sustainability and process resilience.

More importantly, intelligent automation is not about replacing people but about enhancing their contribution: digital technologies make it possible to build a production ecosystem where humans and machines collaborate harmoniously, each leveraging their respective strengths.

With systems capable of learning, adapting and improving over time, processes become more flexible and agile, ready to meet the challenges of an ever-changing industrial landscape. In this sense, iBPA is not a tool to “do more with less,” but an opportunity to rethink production models in an evolutionary, value-driven and responsible way.

Investing in Intelligent Business Process Automation today means preparing to meet tomorrow’s industrial challenges successfully: a crucial step for companies like GEWISS that aim to lead industrial innovation through excellence and responsibility.

·  Berruti, F., Nixon, G., Taglioni, G., & Whiteman, R. (2017). Intelligent process automation: The engine at the core of the next-generation operating model. Digital McKinsey.

·  Osservatori Digital Innovation (2024). Intelligent Business Process Automation Working Group – Research Findings Conference. Politecnico di Milano.