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DRYiCE: RunBook Automation That Could Possibly Change the World

The growth of in-platform artificial intelligence (AI) and workflow automation is crucial to the success of any digital transformation strategy. In recent years, organizations of all sizes have been increasingly implementing AI in chatbots and virtual assistants for many customer-facing systems and experiences. However, long-term value only comes from making these core across nearly all systems – internal and external.

During a recent event, HCL’s DRYiCE division provided insight and case examples for its vision, its capabilities, and the usage of its solutions by partners and customers. The goal of DRYiCE iAutomate is to provide “zero-touch automation” of almost all workflows of an organization’s technology services team. Its customers report that it improves employee experiences by making standard configuration and governance requests more fluid and efficient. iAutomate promises to allow support teams to focus on producing valuable and continuous improvements, rather than being consumed with "break-fix" activities.

Info-Tech believes that organizations must shift away from a customer, transaction-centric digital transformation to a holistic employee, customer, partner, and process evolution. This shift will make their transformative efforts both sustainable and valued. DRYiCE showed how offloading repetitive workflows with iAutomate can allow organizations to focus their resources on creating business value – all without a decline in user services.

The following image highlights DRYiCE’s progress to date. While it may be impossible to achieve 100% “zero-touch” automation, early case studies show that with the right investments in tools, process mapping, and some elbow grease, improvements can be achieved in 12 to 24 months.

Source: HCL DRYiCE, 2020

DRYiCE’s automation strategy is compelling from a workflow perspective. It uses “Lucy,” its AI-led virtual assistant that has workflow, process support, and resolution built in. Its 2.1 million users further help to improve customer and employee engagement. By integrating unstructured text-based conversations with AI/ML logic, you can trigger automated processes through chat – not just responses.

Our Take

In Info-Tech’s view, CIOs and business leaders should consider tools like DRYiCE’s Lucy when developing a cognitive service management strategy. These tools are not only for customer support and transactional services, but may also be used for internal support, workflows, and analytics.

DRYiCE is just one of the many solutions appearing on the market. ServiceNow’s NOW platform is another tool to support the vision of organizations that have completed the early stages of digital transformation and are looking toward continuous improvements in service delivery. Both tools have a compelling story and can support your IT organization.

If you need some help discovering the right tasks to automate, check out the Info-Tech blueprint Automate Work Faster and More Easily With Robotic Process Automation.

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