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The forthcoming wave of Intelligent Agents: Transforming Work and Interaction

We're excited to share with you the latest developments in this exciting field and how they're transforming the way we work and interact. If you haven't heard of Intelligent Agents, get ready to hear about them everywhere. We're on the brink (again) of revolutionising how we work and interact in new and interesting ways. But what exactly are these intelligent agents, and how are they shaping the technological landscape?

Think back to your encounters with chatbots. At times, they provide quick and accurate responses, simplifying interactions and speeding up responses often without the need for human intervention. However, there are instances where chatbots fall short, unable to grasp the nuances of human language or context, resulting in a frustrating waste of time and energy. This is where Generative Predictive Transformers (GPTs) come into play (think ChatGPT).

On the other end of the spectrum, Robotic Process Automation (RPA) has emerged as a powerful tool for automating repetitive, rules-based tasks. RPA bots can mimic human interactions with digital systems, improving efficiency and reducing errors. However, RPA is limited when it comes to unstructured tasks or those requiring human judgment.

What sets RPA apart from GPTs is its ability to take action, which is ultimately where value is achieved. Intelligent Automation has existed for a while – though its definition is vague. Generally, we think of Intelligent Automation as well-thought-out, often interconnected RPA, with enhanced exception handling and usually including an AI component. But ultimately, Intelligent Automation remains limited in scope and dynamism.

Combining GPTs with RPA is one of the ways in which we can create Intelligent Agents – something capable of understanding what we want and then having the capability to execute the work.

Let's take a University as an example. Each year leading up to and through the summer, universities receive a surge of inquiries about courses, fees, and acceptance prerequisites. An advanced chatbot powered by a GPT could handle these inquiries, understanding context and sentiment, and able to interact in clear natural language. A referencing dataset of university policies and other specific information can be built for the GPT to generate accurate and university-specific responses. API integrations and/or RPA could then process applications, update internal systems, generate offer letters, and more. Put aside the significant and much-improved accuracy, response speed, and time savings for a minute and think about the amazing end-user experience this achieves.

This is only one example, and Intelligent Agents will by no means be limited just to education or chatbots. There are countless opportunities for the application of Intelligent Agents across industries and functions. Organisations embracing these new advances, those that improve their efficiency and their end-customer experience, are the ones that will thrive.

What use cases do you see for your business? If you want to know how AuTech can help your business with RPA, Intelligent Automation, Intelligent Agents, or other aspects of Digital Transformation, we'd love to speak with you.

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