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Over the past two decades, SaaS applications and first-generation automation platforms have dramatically improved the way we work. As knowledge work has continued to become more complex and dynamic, organizations continue to adopt and develop an increasing number of software applications. However, instead of streamlining workflows, the multitude of applications has led to inefficiencies with workers spending hours jumping from application to application. And all too often, existing automation approaches are brittle and unable to keep up as processes evolve. Sales reps, for instance, spend up to 70% of their time doing back-office work, navigating multiple tools for tasks like quoting and renewals. Entire teams have been spun up to manage different systems of record.
Instead of doing manual work across multiple applications, sales reps should partner with AI-based agents that understand their processes and get things done so they can spend more time working with customers. The emergence of generative AI models with the ability to reason across data silos within applications and orchestrate tasks allows us to rethink process automation, taking it to places it has never been before.