Process automation is a broad software category with specific uses within IT departments and the wider enterprise. Different types of technology are being used to automate repetitive tasks, workflows, and more complex processes. Process automation products include robotic process automation (RPA), business process automation and digital process automation. For IT shops, IT process automation focuses on discrete, repetitive tasks such as server and storage provisioning. However, as vendors expand their product offerings and add new features, process automation is becoming more sophisticated. Advances in AI have boosted the efficiency of user support, with advances increasing the deflection rate to between 75% and 80%. Document automation, a subset of process automation, provides an important efficiency boost that touches on multiple functions within an organization.
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