Workflow automation is the process of using software to perform business processes and tasks without human involvement. It can complete actions such as sending emails or updating records once a set of rules is in place. 

Often, workflow automation sits within the broader concept of business process automation — using technology to replace manual operations across an entire business function —  and typically relies on an orchestration layer to coordinate these processes. Workflow automation focuses on task-level execution, helping teams to complete routine actions at speed and with fewer errors.

To build an automated workflow, users define the steps and set up conditions for when and how each step should run. The workflow operates in the background, operating as instructed. It frees up teams from repetitive work while improving consistency and compliance in high-volume or regulated environments.

How does workflow automation work? 

IDC notes that success with AI relies on putting the right technology and workflows in place to scale automation across an organization — making workflow automation an indispensable part of this goal.

Below are the steps involved in creating and managing an automated workflow:

Defining the workflow

The process begins with mapping out the steps. For example, processing a customer return might include checking the return request, updating the stock system, and notifying the warehouse team. These steps form the overall workflow. The system understands what needs to happen and the chronological order.

Setting triggers and conditions

The workflow begins when a trigger prompts it, which can include NLP-powered systems that respond to language-based requests. In retail, the trigger could be a customer submitting a return form. Conditions can be added to provide more guidance on how the system should respond. For instance, an item may be marked as faulty. In this case, the process may skip restocking and move straight to issuing a refund.

Automating actions

Once the workflow starts, the system follows the instructions autonomously. If a refund is approved, it will update the order status, send an email to the customer, and then alert the finance team. Each action runs according to the defined workflow.

Monitoring and adjusting

Workflows can be tracked to assess their performance. If any delays or errors are spotted, teams can investigate. They can remedy the situation by updating rules or adding extra checks. Over time, the business will improve its workflows and respond effectively to changes in demand or process.

Benefits of workflow automation 

Workflow automation is highly beneficial for organizations wanting to improve how work gets done. Tasks move more quickly, and teams spend less time on repetitive tasks.

Below are some of the key ways workflow automation transforms enterprise operations:

Increased operational efficiency

Teams can complete tasks more quickly and avoid the need for manual handoffs. In finance, invoice approvals can move automatically through the right people without emails or paperwork slowing the process down.

Reduced errors and delays

Manual processes are prone to mistakes, but automation reduces the risk of error by following a clear set of rules. Automating patient intake forms improves accuracy in healthcare, ensuring records are complete and information reaches the right system.

Lower operational costs

Businesses reduce the need for extra staff or overtime by cutting down on manual work. For example, Forrester reports that extended automation with Power Apps and Power Automate saved an organization $31.3 million in employee labor over three years.

Improved collaboration and visibility

Workflow automation platforms often provide shared dashboards. When multiple departments have visibility, they can easily coordinate and ensure tasks are not overlooked.

Faster, more consistent outcomes

Each step in an automated workflow follows defined rules, which facilitates repeatable results across similar tasks. Customers receive quicker responses, and internal teams can depend on workflows running consistently.

Enhanced employee experience

Removing repetitive tasks allows staff to concentrate on work that requires critical thinking or creative direction, with some systems now incorporating Large Language Models (LLMs) to assist with complex tasks. They may become more motivated and less stressed, creating a more positive working environment.

Workflow automation use cases

Workflow automation is used across many industries with great success. 21% of McKinsey survey respondents stated their organizations had fundamentally redesigned at least some workflows as they deploy generative AI.

Below are three common examples of how it is used in practice:

Patient onboarding and appointment scheduling

In healthcare, workflow automation can improve the patient intake process. When a new patient registers online, the system can automatically collect personal information and send consent forms. When appointments are booked, workflows can send reminders by email or SMS to reduce no-shows and keep clinics on schedule without the need for staff to manage these steps manually.

Loan processing and compliance checks

Financial institutions use automation to streamline loan approvals and remain compliant. Workflows can be triggered by a new loan application coming in, with steps including checking credit scores, verifying income documents, and flagging missing information. Compliance steps such as identity checks are logged automatically, so the risk of human error or oversight is reduced.

Inventory management and order fulfilment

In retail, workflow automation can track stock levels and process orders quickly. For example, when inventory falls below a set level, a workflow can trigger a reorder request. When orders are placed online, they can automatically pass into a team or warehouse responsible for packing and shipping. Furthermore, the system can prepare shipping labels and customer invoices without manual input, making the process faster and more reliable.

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