General Business Processes and AI performance

AI Impact in General Business Processes


GENERAL PROCESSES

 

General Management
Marketing
Sales & Delivery
Human resources
Finance, Accounting & Administration
Data Management & IT Services
Source: Perform AI Erasmus+ Project


In this sub-module, we will study the impact of Artificial Intelligence (AI) tools available on the market on the General Processes in all companies. The general processes we will work on are those shown in the graph above.
We will analyze the workflows it contains for each process and the tasks for which an AI tool exists. For each tool, we will establish the IA methodology or methodologies on which it relies, its application, and the description of the result sought. Let's see.

General Management

In the General Management Process of companies, AI provides solutions in two fundamental areas related to SWOT analysis, in its twofold perspective, internal and external:

  • At the internal level, Data Mining of the company's own internal data can be carried out in the search for cause-effect relationships that explain what has led us to be what we are today as a company. 
  • Externally, AI can help us build the landscape of our sector's trends, competition, resources and critical technologies. This analysis can help us redefine or refine our objectives and define an effective strategy for pursuing them.

 
Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
External Analysis Opportunities Big Data/ Machine Learning (ML) / Predictive Analysis  Market Opportunities Outlook Tool.  Develop new markets through opportunities detection.
External Analysis Threats Big Data/ Machine Learning (ML) / Predictive Analysi Strategic Providers Prices Surveillance Tool.  Prevent Profit Reduction caused by direct costs and unusual growth.
External Analysis PEST Analysis Big Data/ Machine Learning (ML) / Predictive Analysis  Political, Economical, Social and Legal external conditions Outlook Tool.  Anticipation of changes that could favour or constrain business operations and plans.
Internal Analysis Strengths  Big Data/Data Mining  Historical monitoring of the evolution of ratios by the process. Identification of virtuous circles and positive cause-effect relationships. Benchmarking with other companies of similar profiles and objectives.  Identify the company's strengths to maintain and develop them, impacting growth and profit ratios.
 Internal Analysis Weaks  Big Data/Data Mining  Historical monitoring of the evolution of ratios by the process. Identification of vicious circles and negative cause-effect relationships. Benchmarking with other companies of similar profiles and objectives. Identify the company's weaknesses to correct and/or eliminate them, impacting growth and profit ratios.
Strategy Strategic Trends & Goals Setting Big Data/ Machine Learning (ML) / Predictive Analysis Historical monitoring of the evolution of company goals related to the external market and PEST conditions. Produce predictions of future results, attending to an external scenario trend and an internal evolution plan.
Strategy Strategy Execution Anomalies detection / Expert Systems / Robot Process Automation (RPA) Anomalies detection tools are linked to expert systems to analyze and determine a course of action in front of unexpected results or strategy execution conditions (negative or positive ones). Close monitoring of the Strategy execution to get profit, or contingence acting, in front of result anomalies. 


Lähde: Diagnostiikkatyökalu - Perform AI hanke

Marketing

Regarding the Marketing Process, AI Solutions can help analyse market expectations, product and services development, brand development and marketing execution pursuing our goals.

 
 
Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
Strategic Demand Forecast Sales Projection Big Data/ Machine Learning (ML) / Predictive Analysis Tool for integrating the trends of the company's different Marketing Profit Centres (products, segments, channels, regions, etc.). Achieve an integrated view that crosses the trends of Marketing Profit Centres to predict the evolution of sales volume and mix and to make budgeting decisions accordingly.
New Product Development Product Portfolio Definition Big Data / Natural Language Processing (NLP) / Web scrapin Tool for analyzing the product-market positioning of the company's offer and evaluating preference factors by segments and channels. Product development and improvement objectives based on a current and aspired-to position concerning consumer and channel preferences and competitor offerings.
Branding Strategy Brand Roadmapping Big Data / Natural Language Processing / Web scraping Comparative Brand Awareness and Brand Reputational Factors Tool. Understand our comparative Brand Positioning and provide cognition about the key factors to produce the Brand Positioning evolving.
Channel Strategy Channel Share & Development Big Data / Natural Language Processing / Web scraping Tool for analyzing the share, numerical distribution and penetration of the assortment in the Channel.  The suggestion of actions for developing and optimizing the Channel according to the variables used to create different scenarios.
Pricing Strategy Price Optimization Big Data / Data Mining / Machine Learning (ML) / Web scraping Price analysis and optimization tool by product families, channels or geographic markets. Revenue maximization by adjusting prices to competitive conditions, market price sensitivity, and level of demand per period.
Promotion Strategy Promotional Activity Budgeting Big Data / Data Mining / Machine Learning (ML) / Web scraping / Predictive Analysis Tool for analysis of promotional spending, intensity and performance. Optimization of the Return on Investment (ROI) of the promotional budget/effort. Optimization of the Mix of Promotional Actions.
Business Intelligence & Controlling Budget Execution & Mkt ROI (Return On Investment) Big Data/ Machine Learning (ML) / Predictive Analysis Tool to compare the projected sales trend and the impact on the trend of the marketing action. Marketing Return on Investment Optimisation (MROI).

Kilde: Diagnostisk værktøj - Perform AI Erasmus+-projektet

Sales & Delivery

In this process, the main contributions of AI solutions can come from:
    • Marketing Opportunities Pipeline Management, from lead generation to sales and recommendation processes.
    • Sales and Commercial fulfilment: efficacy and efficiency in commercial operations execution.
    • Post-sales services prevision and satisfaction measurement.
 
Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
 Pre-Sales  Leads Generation Analytics  Big Data / Data Mining / Machine Learning (ML) Tool to analyze leads inbound flow Optimize Lead Inbound flow per acquisition activity
Pre-Sales Leads Management RPA (Robot Process Automation) Tool to analyze lead qualification process and conversion rates throughout the pipeline. Optimize Lead Qualification and Conversion Progress Rates.
Sales Commercial Activities RPA (Robot Process Automation) / CRM Sales Activities Automation Tool Optimize the commercial effort and streamline the flow of commercial relations with customers.
Sales Terms of Sale Big Data / Data Mining / Machine Learning (ML) Tool for individual and comparative analysis of Terms of Sale in each marketing profit centre (market, segment and Channel). Optimize Terms of Sale per Marketing Profit Centre. Avoid inappropriate crossovers and interactions between the Terms of Sale of different markets, segments or channels.
Sales Orders Management RPA (Robot Process Automation) An order management tool with acceptance, prioritization, responsible assignment and connection with the order management, delivery and invoicing process. Reduction of order fulfilment times. Elimination of errors in order management.
Delivery Expeditions RPA (Robot Process Automation) Delivery automation tool with the assignment of internal or external logistics agent, communication to the logistics agent of the agreed delivery terms and communicated to the customer. Control of the logistical flow to the customer, ensuring the OTIF (On-Time & In Full) of the orders for the period.
Delivery Urgencies & Priorities Big Data / Data Mining / Machine Learning (ML) / RPA  (Robot Process Automation) Automated emergency and delivery priority management tool. Objective determination of the best prioritization and order urgency management decisions to achieve the best business and customer satisfaction return.
CRM (Customer Relationship Management) Satisfaction Monitoring Data Mining / Machine Learning (ML) / RPA (Robot Process Automation) Customer relationship analysis tool and projected estimation of their expected level of satisfaction. Including early warning systems of expected dissatisfaction. Monitor customer satisfaction levels within target parameters. Trigger alarms of expected dissatisfaction to trigger actions to minimize or eliminate such situations.
CRM (Customer Relationship Management) Prescription / Net Promoter Scoring (NPS) Data Mining / Machine Learning (ML) / RPA (Robot Process Automation) Tool for automating the prescription processes by satisfied customers, activating neutral customers as prescribers, and managing the rewards associated with effective prescribers. Improve the company's net prescribing, increasing prescribers and reducing detractors.
Post-Sales Technical Support Service RPA (Robot Process Automation) Tool for the automation of technical support services, both scheduled preventive and reactive, triggered by the client. Reduce Technical Support Service delivery effort. Increase customer satisfaction with the Technical Support Service.


Source: Diagnostic Tool - Perform AI Erasmus+ Project

Human resources

Human Resources is the business process in charge of finding and acquiring the talent that the organisation needs to implement their operations and reach its goals.
AI can help in all the processes:
    • Finding talent.
    • Evaluating candidates and onboarding the selected ones in the company.
    • Analysing and detecting needs to develop people's competences
    • Helping employees to cooperate and learn inside the organisation systems.
    • Evaluating employee's satisfaction and predicting the effectiveness of engagement and retention practices.
 
 
Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
Talent Acquisition Screening Candidates RPA (Robot Process Automation) Candidates Resumes on Smart Digital Forms avoid repetitive, tedious tasks. Reduce Hiring Times. Reduce Manpower effort. Objective and precise skills filtering.
Talent Acquisition Filtering Candidates Chatbots Automatic ongoing candidate data gathering process. Reduce Manpower Effort.
Talent Acquisition Candidatures Management RPA (Robot Process Automation) Automatic candidate previous assessment and classification. Reduce Hiring Times. Reduce Manpower effort. Objective and precise skills filtering.
Onboarding Explaining Job Profile RPA (Robot Process Automation) Virtual human guides and virtual reality facilitators for use in helping the newcomers to know their job position responsibilities, duties and tasks. Reduce Manpower effort. Increased Info Availability.
Onboarding Contacts Within the Company RPA (Robot Process Automation) Smart process-oriented directories. Reduce Manpower effort. Increase Info Availability. Reach the right people for the proper task execution or collaboration.
Onboarding Answering FAQs RPA (Robot Process Automation) Knowledge base related to frequent doubts occurring in executing a task or participating in a complex process. Reduce Manpower effort. Increased Info Availability
Onboarding Document Verification RPA (Robot Process Automation) Systems to classify and check the accuracy and authenticity of the candidate's self-provided documentation. Reduce Manpower effort. Increased Info accuracy for decision-making.
Onboarding Device and Resource Requests RPA (Robot Process Automation) Smart resource allocation systems attend to the new onboarded job profile and position. Reduce Manpower effort. Increased Info accuracy and resource time disposal.
Learning & Training Employee Competence & Skills Assessmen RPA (Robot Process Automation) Integrated systems for competency-based assessment and monitoring of Objectives and Key Results (OKRs). To have an objective evaluation of the team's competencies and the results obtained in its application to achieving its objectives.
Learning & Training Training Resources Recommendation RPA (Robot Process Automation) Recommendation systems based on a team member's competency profile, performance evaluation and career plan. To achieve an appropriate progression of human resources aligned with the overall strategy and the particular development plan for each employee.
Learning & Training Training Programs Definition Natural Language Processing (NLP) Analysis of task execution workflows and related process conversations to detect skills missings or improvement needs. Accurate Training Programs & Training Strategy Definition
Learning & Training Career Path & Succession Planning RPA (Robot Process Automation) & Machine Learning (ML) Integration tool between the company's strategy and Job and People Maps. Drawing up personalized career and professional development plans, identifying possible replacements for positions vacated as they progress in their career plan.
Workplace Climate Compensation Systems Big Data and Machine Learning (ML) Remuneration and compensation tools for the human team control and integrate variables such as effort, hardship, availability, complexity, responsibility and stress. Establishing an internal and external comparison determines a fair, sustainable and binding remuneration policy. Provide market Insights. Increase Recruiting Efficacy.
Workplace Climate Employee Emotional Status Natural Language Processing (NLP) Cognitive-Supporting Decision-Making systems detect emotional changes not directly expressed by the human team. Stress and Anxiety detection to avoid bad quality results emotionally caused illness and bad work climate contagion.
Leadership Management Coaching RPA (Robot Process Automation) & Supportive Chatbots Online dashboards for comparison of their management against their peers. Leadership Conversation System. Improve managers' responsible commitment and job satisfaction, affecting the relationship quality with their teamwork.
HR Administrative Tasks Manage Payrolls RPA (Robot Process Automation) Automatic payroll systems where integrate standardized retributive concepts with ongoing salary incidences. Reduce Manpower Effort. Increased Accuracy. Increased immediate response.
HR Administrative Tasks Corporate Compliance RPA (Robot Process Automation) The compliance agenda system integrates all the regulatory activities that we shall attend to, those responsible for them, and the deadlines to fulfiling. It includes early warning and alert systems for compliance incidents. Reduce Manpower Effort. Increased Accuracy. Assure Legal Compliance.


Source: Diagnostic Tool - Perform AI Erasmus+ Project

Finance, Accounting & Administration

In Financial processes, two are the main lines of the contribution of AI solutions:
    • Financial ratios predictions: budget, cash flow, capital expenditures, working capital, etc.
    • Automation of administrative operations like invoicing or being invoiced by providers.
 
 
Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
Profit & Loss Budgeting Data Mining / Machine Learning (ML) / Predictive Analysis Activity-Based Budgeting Tool integrates internal process activity volume info with expected process efficacy ratio and extracts conclusions about the whole Process budget. The budget is sized based on objective criteria of the volume of activity and efficiency, allowing the internal return on the pre-budget of the process to be controlled.
Balance Sheet Capex and Business Ratios Monitoring Big Data / Data Mining / Machine Learning (ML) / Predictive Analysis Business Financial Ratios Dashboard integrating external big data analysis with internal data mining. Business Finacial Health Snapshot and main financial ratios prediction for Management decision-making.
Cash Flow Cash Management Data Mining / Machine Learning (ML) / Predictive Analysis Business Cash Flow Management System that integrates Budgeted Incomes and Outcomes.  Guarantee the cash flow needs for the regular business operation plan deployment.
Procure-to-Pay Invoice Capture Optical Character Recognition (OCR) and Machine Learning (ML) Extract relevant payment information through OCR. Reduce invoice processing errors.
Procure-to-Pay Invoicing Optical Character Recognition (OCR) and Machine Learning (ML) Extract relevant payment information through OCR. Reduce invoice processing expenses.

Source: Diagnostic Tool - Perform AI Erasmus+ Project

Data Management & IT Services

In the case of IT Processes, three are the current main focus points of AI solutions:
    • Data Management is a critical activity for the later application of other AI solutions from specific business processes such as marketing, human resources and so on.
    • IT Service Management addressed to maintain the It services, attending the two approaches: preventive and reactive incident solutions. The IT Service Management results can help create a knowledge base capable of automated learning and provide better solutions and service options over time.

       
      Workflow Tasks AI Methodologies AI TOOL Process Application Description  Outcomes Description
      Data Maintenance Data Cleaning Data Mining / Machine Learning (ML) Conversion tables, histograms and algorithms (ML) to improve data validity, accuracy, completeness, consistency, uniformity, traceability and timeliness. Increased productivity. Faster Sales Cycle. Better decisions.
      IT Support Service Automated Problem Detection Data Mining / Machine Learning (ML) / RPA (Robot Process Automation) Carrying out automated verification routines to detect errors in management simulation exercises, checking the correctness of the sequence and process times and the results. Greater visibility and accountability.
      IT Support Service Ticket Categorization Natural Language Processing (NLP) Natural-language processor (NLP)-based AI engines automatically identify and group similar tickets based on formatted data fields and the free text data contained in most tickets. Reduce ticket processing expenses. This resolves the decades-old problem of incorrect ticket categorization and eliminates the OTHER ticket category.
      IT Support Service Automated Problem Management RPA (Robot Process Automation) / Chatbots / Virtual Support Agents / Natural Language Processing (NLP) Problem management is one of the most important ITIL practices. By automating problem management, effective AI identifies and eliminates the root causes of incidents and service requests. Reducing ticket volumes and saving customers time and money.
      IT Support Service Knowledge Base and Ticket Quality RPA (Robot Process Automation) Knowledge and ticket quality go hand in hand. A knowledge base is only as good as the quality of tickets that feed it. Effective AI automatically measures and grades ticket quality and pinpoints specific actions to improve the quality of tickets. Simultaneously, these tools add to the knowledge base by creating new knowledge articles, updating existing articles, and purging obsolete articles. Reduces access time to ticket information relevant to the advocacy under analysis.


Source: Diagnostic Tool - Perform AI Erasmus+ Project

Reflective question

Do you think that employees are worried about the AI tool's potential usage in their companies?
Please comment with your answer.

Exercises

Exercise: Multiple choice

Watch the video

 

 related to the use of AI in Human Resources Management (HRM) and answer the question.

What are some of the benefits of applying AI in HRM?

Exercise: Multiple choice

Using the Impact Diagnostic Tool, answer the questions

AI in IT Desk Services can:

Exercise: Multiple choice

AI solutions application will impact the business processes:

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