The rise of intelligent automation (aka Robotic Process Automation (RPA) is being hailed as a promising future in internal work within organizations, with companies like Decagons automated customer support and Anthropic launching capabilities to enable models to interact with existing software. The authors suggest that with generative AI, true automation through agents is now possible. They believe agents can fulfill the original promise of RPA, turning operations headcount into intelligent automation and freeing workers to focus on more strategic work. They also suggest that agents will be more adaptable to data inputs and easier to implement and maintain than traditional RPA systems. The potential market for intelligent automation is enormous, with potential labor costs of over 8 million operations / information clerk roles representing a significant portion of the $250 billion business process outsourcing (BPO) market.
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