Skip to main content

Intelligent Automation (IA) extends its capabilities beyond Robotic Process Automation (RPA), incorporating Machine Learning (ML), Natural Language Processing (NLP), and Business Process Management (BPM) engines. In the healthcare industry, various use cases such as patient onboarding for providers and claims adjudication for payers showcase the versatility of automation. The key is collaborating with business leaders to identify and implement the right automation, considering factors like compliance and regulatory requirements.

GS Lab | GAVS recently conducted a webinar, ‘Initiating Your Intelligent Automation Journey’. Mr. Stephen Jacobs, AVP Technology – Healthcare and Mr. Suman Mishra, CTO – Healthcare at GS Lab | GAVS were the speakers.


Intelligent automation involves a blend of robotic process automation and various tools rooted in artificial intelligence. While RPA handles rule-based tasks effectively, additional components like AI and machine learning enable decision-making and data processing for more complex scenarios. Natural language processing, optical character recognition, and analytics contribute to document processing and process insights. Business process management enhances the end-to-end processing capabilities. Considering the evolving technology landscape, the distinction between general and intelligent automation is crucial. Intelligent automation extends beyond traditional RPA, leveraging advanced technologies to tackle intricate tasks and to adapt to dynamic business needs. This distinction is essential for businesses aiming to harness the full potential of automation.

The heart of intelligent automation lies in seamlessly transferring and transforming data between various applications. This process involves moving information internally or externally, addressing tasks such as patient enrollment, onboarding clinicians, managing no-shows, and handling prior authorizations. Intelligent automation can free individuals from repetitive data entry tasks, allowing them to focus on higher-value work. The technology encompasses unattended automation – operating end-to-end without human intervention and attended automation – dynamically interacting with users. Key use cases span healthcare providers and payers, offering transformative claims processing and document handling possibilities. Intelligent automation is a versatile solution for processes involving multiple applications and data movements.

Process Automation

A crucial initial step is a process assessment to embark on the intelligent automation journey. While common processes like onboarding or claim status requests exist, the specific steps within each organization can vary significantly. The key lies in evaluating the process and identifying value potential. Organizations should assess whether a process is suitable for automation based on its uniqueness and potential impact. Understanding the intricacies of each process and its steps is essential for effective automation. This approach ensures that automation efforts are tailored to the specific needs and objectives of the organization, maximizing the benefits of intelligent automation.

Process Identification

Identifying low-complexity processes with high transactional volumes is crucial for successful intelligent automation deployment. This approach ensures a quick and impactful Return on Investment (RoI). Collaboration with business units to pinpoint pain points and processes suitable for automation is key. While people generally know automation possibilities, expert guidance helps categorize and optimize use cases effectively. Starting with small, measurable Proof of Concepts (PoCs) allows organizations to validate outcomes before scaling up. Focusing on processes that significantly free up resources and drive value maximizes the potential for success in automation implementation.

Measurable RoI

Starting with small-scale pilots is a prudent approach to intelligent automation, minimizing initial investment and allowing for quick testing of the technology’s viability within your environment and culture. The iterative process involves evaluating measurable outcomes, adjusting accordingly, and scaling up based on successful results. RoI definition should be based on PoCs, where an emphasis on technology assessment helps select the right software by considering features, functionalities, partnerships, and costs. This meticulous evaluation ensures a seamless alignment with organizational goals and specific automation needs.

Software Selection

While focusing on the intelligent automation journey, selecting the right RPA tool is crucial. With many vendors and tools available, each with unique features and strengths, it is imperative that the chosen software can cater to the organization’s specific use cases. To that end, conduct a thorough analysis of RPA tools before initiating a proof of concept. This analysis evaluates factors such as collaboration tools, document processing capabilities, and the balance between attended and unattended functionalities.

Considering whether the required functionalities are built directly into the product or leveraged through third-party partnerships is vital. The assessment also needs to consider the financial aspects, including the initial cost for setting up a proof of concept and the future state, outlining the footprint of the annual subscription in a production environment.

A web-based environment and reusability factor are crucial. The reusability of bots and modular design in proof of concepts demonstrates immediate value and lays the groundwork for efficient scaling and adaptation to evolving automation needs within an organization. Taking a modular approach not only enhances agility and flexibility but also ensures that your initial investment in automation is not wasted. The source code, centrally located and source-controlled, becomes a valuable asset that can be shared and reused across different projects. It streamlines the development process, accelerates the implementation of new use cases, and establishes a foundation for long-term success in intelligent automation initiatives.

Considering compatibility, cost-effectiveness, ease of use, and speed when selecting automation tools is very important. Each organization may have different budget constraints, user preferences, and speed requirements, so these factors are crucial in the tool selection process. The goal is to evolve the organization’s mindset towards embracing automation, focusing on shared goals, cultural alignment, and top-down leadership support. The journey involves collaboration with business leaders, defining measurable outcomes, and consistently proving the value of automation through well-executed pilots and strategic scaling. Successful implementations require a balance between functionality and cost-effectiveness, while organizational readiness involves strategic planning, starting small, and fostering a culture that embraces automation.

In short, the selection process needs to be a holistic evaluation of features, functionalities, partnerships, and costs to ensure that the chosen RPA tool aligns seamlessly with the organization’s goals and the specific business requirements and demands from the automation initiatives.

While this blog is a gist of the webinar, you can watch the entire webinar here. For more such videos, please visit and

GS Lab | GAVS offers powerful intelligent automation solutions to empower organizations to redefine their operational paradigm. With impact areas ranging from IT systems and regulatory compliance to corporate services, finance and operations, human capital management, and end-user services, we enable far-reaching impact across critical areas of healthcare, paving the way for a more efficient and patient-centric healthcare ecosystem. To learn more, please visit