By Pranjal Gururani, Senior Solutions Architect – AWS
By Dina Wills, Customer Solutions Manager – AWS
By Jay Bala, Senior Vice President of Product – Automation Anywhere
By Shane Patel, Principal Product Manager – Automation Anywhere
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| Automation Anywhere |
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Enterprises across industry domains such as Financial Services, Manufacturing, and Healthcare face challenges with repetitive processes like invoice processing, goods receipts, and ticket triaging. These challenges stem from inefficient data access and siloed applications in systems of record. The resulting impact includes time-consuming manual tasks, reduced productivity, and delayed decision-making due to lack of real-time insights. For example, in a typical ticket triaging process, agents are found spending nearly 70% of their time just gathering information from disparate systems. Conversational automation allows enterprises to overcome such challenges by bridging silos, integrating cross-application workflows, and enabling cross-functional business teams take informed actions in real time. The impact can be dramatic – in ticket triaging scenarios, conversational automation has reduced average handle times by over 99%.
Automation Co-Pilot is a generative AI powered assistant built to handle complex automation workflows via an intuitive conversational automation interface. You can embed automations into your applications such as Salesforce, SAP, and ServiceNow using Automation Co-Pilot. It is now integrated with Amazon Q Business that uses your company-specific content and systems to provide relevant answers, solve problems, and automate tasks.
In this blog post, we explore Automation Co-pilot’s conversational automation assistant and showcase an example use case where embedding the assistant in SAP has revolutionized warehouse operations by 1) surfacing context driven knowledge and 2) enabling context driven actions (automations) reducing the time taken to process goods receipts by 80% in the warehouse receiving process.
Architecture Overview
Automation Co-pilot leverages Amazon Q Business to provide context-aware answers to your questions, drawing from your enterprise knowledge through managed Retrieval Augmented Generation (RAG). A RAG based approach enhances Automation Co-pilot’s responses by incorporating enterprise specific information from internal data sources, improving accuracy and contextual relevance. With access to over 40 native data source connectors, Amazon Q Business enables Automation Co-pilot to offer a unified search experience across various applications, systems of record and data repositories. For example, you can simultaneously query Salesforce for customer data, Confluence for internal documents, and Amazon S3 for stored files—all from one unified search interface provided by Automation Co-Pilot.
Automation Co-pilot uses Amazon Q Business custom plugins to trigger complex workflow and task-based process automations through conversational commands, enhancing efficiency and user experience. Automation Co-pilot is designed with enterprise grade security and compliance in mind. It recognizes existing identities, roles, and permissions within your organization, ensuring appropriate role-based access control. Administrative features include the ability to block specific topics and filter both questions and finalized answers using keywords, end to end audit trail for all generative AI supported actions and providing granular control over the system’s output and usage.
Figure 1: Architecture Overview
Example Use Case: Warehouse Inventory Management
Let’s now deep dive on how a warehouse receiver uses conversational automation that revolutionizes traditional warehouse inventory management, replacing slow, error-prone manual processes with efficient, streamlined workflows.
Automation Co-Pilot, accessible inside SAP via an SAP extension, automates critical, time sensitive workflows relating to material movement such as inventory count reconciliation, stock replenishment, and order fulfillment reporting. A warehouse receiver at a large warehouse can scan and upload a bill of lading upon a truck checking in. A bill of lading contains all shipping related details such as type, quantity, and destination of the goods being carried. The warehouse receiver compares these details in real-time with SAP purchase order data, identifies any discrepancies, routes exception approvals to authorized personnel, and completes the receiving process, all through a single interface. This system allows workers to initiate and monitor workflows using simple conversational commands, improving accuracy and efficiency in warehouse operations and reducing time taken to process each shipment by 80%. Instead of navigating multiple platforms to support enterprise knowledge queries and cross-application workflows, they access real-time data through a unified natural language interface, allowing for quicker order fulfillment that directly impacts end customer experience and related Net Promoter Scores (NPS) scores.
Automation Co-Pilot’s conversational interface allows warehouse receivers to access terms and conditions from supplier contracts using Automation Co-Pilot’s user interface – this is needed when processing shipments with multiple products where a few of them are over or under the ordered quantities thus needing verification against acceptable limits in terms and conditions of the supplier contract. The user interface uses Amazon Q Business to retrieve relevant clauses from the enterprise information repository, providing answers to queries about terms and conditions, simplifying compliance.
Figure 2: Access enterprise wide knowledge using Automation Co-Pilot
Warehouse receivers can also search for and trigger automation flows such as goods reception workflow through the Automation Co-Pilot interface. Here, they can input necessary data and upload Bills of Lading to identify line items that need review prior to accepting the shipment using document automation, reducing manual errors by over 80%.
Figure 3: Trigger automations using Automation Co-Pilot
Warehouse receivers are informed of needed action in real-time based on the progress of the process automation while they handle other tasks in parallel. If discrepancies are detected when delivery details in bill of lading and purchase orders in SAP are compared, an in-built approval flow is triggered that notifies appropriate approver through their enterprise messaging applications such as Microsoft Teams or Slack. This allows warehouse receivers to complete the entire process from a single interface, streamlining operations.
Modernizing industries with conversational automation
Conversational automation is reshaping industries by addressing long-standing operational challenges and creating new opportunities for growth and innovation.
- In banking, conversational automation enables loan officers to query real-time customer data and initiate workflows through natural language commands, automating processes like client onboarding, Know Your Customer (KYC) document validation, and fraud detection. This accelerates decision-making, cutting loan processing times by up to 45%, and improves underwriting margins by 20%, while ensuring compliance and reducing operational risks.
- In healthcare, by integrating with Electronic Health Records (EHR) systems, conversational automation allows healthcare providers to streamline prior authorizations and claims processing through conversational commands, reducing delays by 40% and enabling administrative staff to prioritize patient care. This improves both operational efficiency and critical care delivery.
- In manufacturing, supply chain managers use conversational automation to monitor inventory, track shipments, and resolve issues in real time with a single conversational interface. This reduces production downtime by 30%, enhances quality assurance, and enables more agile responses to supply chain disruptions.
- In energy, oil & gas, field operations leverage conversational automation to access asset performance data, schedule maintenance, and ensure safety compliance through natural language queries. Agentic process automation, where AI Agents execute business tasks autonomously, workflows are orchestrated across systems, improving efficiency by 25% and reducing risks in managing large-scale infrastructure
- In retail, customer service teams use conversational automation to provide personalized support, while backend operations automate order processing and inventory updates. This accelerates product support resolution by 50%, improves supply chain management, and strengthens customer loyalty.
In addition to above examples, Automation Anywhere has applied their conversational automation, Automation Co-pilot, to their customers environments to achieve the following results:
- By initiating workflows with natural language, customer service teams reduce response times by up to 80%.
- Through personalized, rapid interactions inside customer service departments, businesses see Net Promoter Scores (NPS) increase by 20%.
- With cross-system process orchestration, employees are freed to focus on high-value tasks, driving a 3x productivity boost.
- The built-in governance ensures 50% fewer errors in regulatory workflows.
(Note: These performance metrics are derived from Automation Anywhere’s customer implementation reports and real-world use cases.)
Conclusion
In this blog, we explored Automation Co-Pilot’s integration with Amazon Q Business that has revolutionized enterprise operations through conversational automation. This integration has resulted in a transformative solution that offers rapid cost savings, increased productivity, and improved customer experiences. Conversational automation with Automation Anywhere and Amazon Q is currently open for active preview. Learn more about Automation Anywhere conversational automation powered by Amazon Q Business and contact Automation Anywhere to join the preview program.
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Automation Anywhere – AWS Partner Spotlight
Automation Anywhere is a cloud automation platform, delivering automation solutions across all industries to automate end-to-end business processes for the fastest path to enterprise transformation. The company offers a cloud-native platform combining RPA, artificial intelligence, machine learning, and analytics to automate repetitive tasks and build deeper customer relationships and drive growth.
Contact Automation Anywhere | Partner Overview | AWS Marketplace
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