The promise of automation has always been clear: Do more with less, faster, and better. But as digital processes get more complex, organizations need more than automated tasks — they need intelligent systems that can learn, adapt, and evolve.
When we polled our customers, we found that 83% of organizations are adopting automation in more areas of business. What’s more, 57% are developing an AI governance framework in anticipation of this increase in AI adoption.
However, the challenge across most organizations is figuring out the best way to use automation and AI together to create seamless workflows across teams and platforms. In this article, we’ll explore how these technologies converge to create the future of process automation — and show you practical steps to get there.
How the changing business landscape requires new ways of working
Global competition, rising customer expectations, and economic pressures are pushing organizations to work smarter and more efficiently. The companies gaining an edge aren’t just cutting costs, they’re fundamentally rethinking how work gets done — moving beyond basic automation to create scalable, intelligent processes.
When implemented strategically, artificial intelligence amplifies the power of automation — transforming routine processes into intelligent workflows that reduce costs and accelerate outcomes.
If automation is a novice who needs to be told exactly what to do and how to do it, AI is more like an expert who can generate instructions and think on their feet when presented with a new problem. Automation reliably performs predefined steps, like routing documents or updating databases. AI enhances these actions by analyzing patterns, making predictions, and suggesting improvements. For example, instead of simply moving documents through approval chains, AI analyzes content, flags potential issues, and even predicts processing times based on historical data.
This combination delivers tangible results. According to the 2023 Slack State of Work Report:
- Workers who adopt AI are 90% more likely to report higher productivity levels than those who haven’t.
- Those who use automations at work save approximately 3.6 hours per week, which adds up to approximately one full month of work per year.
With AI and automation, companies free up their employees to focus on strategic work that drives innovation and growth.
How successful organizations use AI
AI’s potential may seem abstract, but its practical applications streamline critical operations across organizations. Let’s explore how AI-enhanced automation revolutionizes key business functions.
HR and employee experience
Smart automation benefits the entire employee journey, from recruitment to onboarding. AI systems analyze resumes, prioritize candidates based on set criteria, and trigger comprehensive onboarding workflows with minimal human effort.
“When you hire someone, the offer process is as simple as clicking a button — triggering a series of automated workflows,” says Jay Tomlin, senior director of product management at Nintex. “This includes sending the offer letter, getting it signed, opening an IT ticket to procure a laptop, and generating a shipping label.”
Beyond logistics, AI chat tools also transform the new hire onboarding journey. “When it comes to employee experience, AI-powered knowledge agents are a clear win,” says Tomlin. “A new hire will have countless questions about their role and how things work within the company. If there’s a well-documented process library and an AI agent connected to it, employees can simply chat with a bot to get instant answers.”
Customer experience
AI enhances customer service by providing immediate, accurate responses to common questions. As Tomlin points out, “AI can play a key role in handling first-line inquiries — whether a customer needs help or simply can’t find the right resources.” This approach not only reduces support tickets but ensures consistent customer communication across channels.
In retail, AI optimizes the customer returns process by automating workflows and providing personalized support. This reduces resolution times, improving customers’ overall satisfaction with your brand.
Citizen experience
In the public sector, AI improves citizen services by automating routine tasks, like processing applications and managing inquiries like public records requests. Intelligent automation also improves tasks like licensing and permitting, which are traditionally drawn-out processes that cause frustration.
“Obtaining permits involves a structured process, making it a great example of case management,” explains Tomlin. “Builders or business owners must fill out forms, enter required information, and submit applications for city approval. Nintex’s Licensing and Permitting solution streamlines that workflow, making the process more efficient for both applicants and government agencies.”
Operational efficiency
AI-powered help desk solutions save IT teams time by automating issue resolution, troubleshooting common problems, and routing complex issues to the right specialists.
“Help desk requests — such as routing user inquiries to the right person or categorizing incoming cases — are ideal for automation,” says Tomlin. “Whether it’s a broken computer or setting up a new email for a hire, these are repeatable processes that can be streamlined within Nintex.”
The result? Improved response times, reduced workload, and more opportunities to focus on strategic initiatives.
How to get started with AI when automating your workflows: Crawl, walk, run.
Implementing AI into your workflows doesn’t have to be overwhelming. A three-phase approach can help organizations build sustainable automation practices that deliver lasting value.
1. Crawl: Document your current state
The journey begins with understanding your existing processes. “At this stage, you’re not making any changes — you’re simply documenting what’s happening,” explains Tomlin.
A key part of this is ensuring that your data is accurate and clean. By establishing solid data hygiene practices upfront, you ensure that you’re working with reliable information, which is key to a successful automation implementation.
Then, ask yourself questions like:
- What are your critical business processes?
- Who owns them?
- Where do they start and end?
“Tools like Nintex Process Manager can help map out the steps users are taking,” says Tomlin. “You don’t even need AI for this — just writing down your processes can reveal inefficiencies.”
2. Walk: Target quick wins
Once you understand your current processes, it’s much easier to spot opportunities for automation.
“Many companies experience an initial wave of automations they can quickly implement,” Tomlin says. These early successes build momentum and demonstrate value while laying the groundwork for more complex solutions.
For example, you might automate how you process employee requests for time off — replacing manual email approvals with an automated workflow. This saves time for your HR team and ensures your employees get fast responses.
Pro tip: Prioritize automation in this phase before introducing artificial intelligence. “Already having automation in place will make AI implementation easier and ensure that every team is able to realize value from these efforts,” advises Chief Product Officer at Nintex, Niranjan Vijayaragavan. Or, use a low-code automation platform like Nintex with AI capabilities built right in.
3: Run: Build end-to-end solutions
When you’re ready, it’s time to graduate from one-off improvements to more comprehensive AI-enhanced solutions like apps and interfaces.
“In this last phase, you’re not just automating individual steps within a process — you’re building end-to-end solutions,” says Tomlin. “This means developing new applications that streamline entire workflows, whether they were previously digitized or not.”
For example, you might:
- Create user-friendly interfaces for desktop and mobile
- Integrate AI chatbots into your digital experiences
- Embed automation into tools like Slack and other messaging platforms
“Ultimately, it’s about designing complete solutions that solve business problems in the most efficient way for each customer,” says Tomlin.
Want to know if you’re ready for this level of automation? Figure out where you are on the automation maturity curve — from “emerging” (early-stage ad hoc processes) to “mature” (fully integrated, standardized processes). Understanding your position on the maturity scale can help you tailor your automation efforts to the right level of complexity and ambition.
Start small, think big with AI-powered automation
Process automation isn’t just about robots and algorithms — it’s about making work better for everyone. AI is transforming how we handle everything from HR paperwork to customer service, but the real magic happens when organizations start small and grow with confidence.
Success doesn’t require a complete overhaul of your operations overnight. Instead, think of it as building a foundation: invest in solid automation tools, ensure your data is clean and reliable, and learn how to leverage AI effectively for your organization’s needs. When you build on these fundamentals, improved efficiency and better outcomes naturally follow.
Partner with Nintex to get started with AI-enhanced process automation. Request a demo to see how our AI and automation solutions make it easy to map, manage, and optimize your processes.
