Upcoming ISG Provider Lens™ reports will assess providers facilitating intelligent, AI-powered automation to transform and streamline enterprise business processes

Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has launched research studies examining providers of intelligent automation platforms and services, which are increasingly becoming crucial for a growing variety of business operations.

The ISG Provider Lens™ Intelligent Automation – Platforms and Products 2023 report, scheduled to be released in November, will evaluate providers of technologies at the forefront of the intelligent automation revolution, including conversational AI, intelligent document processing and process discovery and mining. In December, ISG Provider Lens™ will publish the Intelligent Automation – Services and Solutions 2023 report, which will scrutinize automation service providers and global system integrators that offer consulting, implementation, and support services to enterprises.

The report does not cover independent advisory firms, such as ISG Automation, that are platform-agnostic and offer integration and support services across a variety of platforms.

Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

As machine learning makes strides, intelligent automation platforms and products are becoming more important for enterprise business transformation. To help put these platforms and products to work, service providers and global systems integrators offer consulting, implementation and support services.

“Emerging technologies are bringing human-machine augmentation to unprecedented levels of advancement, even for complex activities,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Platforms and services are growing more powerful to meet enterprise demand, and service providers and global systems integrators are stepping up to help organizations harness that power amid the growing complexity.”

Though currently one of the hottest topics in the technology space, Generative AI will not be covered in this year’s intelligent automation reports, Aase said. “Generative AI is part of every conversation, but providers are still in the process of developing scalable, enterprise-grade solutions that focus on specific use cases and can handle enterprise data securely and safely,” he said. “We will evaluate providers on their Generative AI solutions in the future as they develop these capabilities.”

For each of the six quadrants covered this year’s reports, ISG notes providers should demonstrate a strategy, roadmap and R&D investments in developing future Generative AI capabilities.

For the Intelligent Automation – Platforms and Products study, ISG has distributed surveys to nearly 100 providers of intelligent automation technologies. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the automation services and products the typical enterprise is buying, based on ISG’s experience working with its clients. The three quadrants to be covered are:

• Conversational AI Platforms, evaluating providers of software solutions for developing automated agents that interact with users through text or voice. These solutions integrate with chat interfaces such as messaging and social media platforms.

• Intelligent Document Processing, covering providers of proprietary software products or solutions for automatically discovering, analyzing and processing documents using artificial intelligence technologies such as natural language processing, machine learning, computer vision and deep learning.

• Process Discovery and Mining, assessing providers of proprietary software platforms, tools and services for discovering and improving real-time processes in an organization. These enable companies to find opportunities for automation to improve workforce productivity and customer experience.

Geographically focused reports from the study will cover the global intelligent automation market and examine products and platforms available in the U.S. and Europe.

A list of identified providers and vendors and further details on the study are available in this digital brochure.

For the Intelligent Automation – Services and Solutions 2023 study, ISG has distributed surveys to more than 50 automation service providers and system integrators. The three quadrants are:

• Intelligent Enterprise Automation, evaluating providers of services across business process outsourcing and business functions with automation supplemented by advanced analytics and AI technologies, along with associated services that enable enterprises to augment their workforce capabilities.

• Artificial Intelligence for IT Operations (AIOps), covering vendors of proprietary AIOps solutions, platforms and frameworks that allow enterprises to monitor a distributed IT infrastructure, understand IT behavior and orchestrate workflows or automated corrections.

• Next-Gen Automation, assessing providers’ approaches to building a sustainable automation roadmap, including innovation, technology adoption and bot development. The quadrant encompasses assisting clients with education, organizational change management and upgrades in sync with new releases.

Reports from this study will cover the global intelligent automation services market and examine services and solutions available in the U.S. and Europe.

A list of identified providers and vendors and further details on the study are available in this digital brochure.

ISG analysts Ashwin Gaidhani (U.S.) and Mark Purdy (Europe) will serve as authors of the reports. Providers not listed in either brochure can contact ISG and ask to be included in the studies.

All 2023 ISG Provider Lens™ evaluations now feature new and expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are encouraged to register here to receive a personalized survey URL. Participants will receive a copy of this report in return for their feedback.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries — a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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