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Solutions
Automation Intelligence
Accelerate and transform the way you work with robotic process and cognitive automation technologies.
Move to the Next Level of your Automation Journey
Wherever you are, we push you further. Our robust automation methodologies weave in change management capabilities and digital enablement to empower your success. We help you on all steps of your intelligent automation journey with our 5 D’s.
Discover
Using automated process discovery tools, such as process and task mining, as well as our seasoned process analysts, we’ll have you a business case ready in just a few weeks, for your RPA opportunities, and more as we assess for all manner of intelligent automation capabilities.
Deploy
ISG has a whole manner of services, to assist you on your Bot building journey. We can either build for you, or teach you how to build your own, even a bit of both, as well as operate and maintain all bots for you moving forward via our Bot support. What ever your needs, we have you covered.
Design
ISG works with you to develop your technical and operating strategy – and to launch your automation center of excellence. We ensure you’re ready to scale, by validating any software, provisioning infrastructure and continuing to educate and train your organization.
Deliver
Delivering an Automation, is just half the challenge, creating and extracting the value the Bots create requires a whole different skill set – with this change, ISG helps you repurpose staff to higher value roles and plan your automations to digitally transform the business. ISG knows the pitfalls to avoid, ensuring you scale successfully.
Digitally Enable
Our digital enablement platform brings together training and upskilling of your developers, plus code quality checking, to ensure bot build standards are maintained. Leverage our ability to help you migrate your processes from one RPA software to another.
Transform the Way You Work
ISG Automation can guide you through the hurdles of adoption, ensuring the optimal future state with best-fit technologies. ISG Automation tailors programs to specific your business needs and helps you build governance that works inside the culture of your enterprise.
Robotic Process Automation (RPA)
Image Recognition
Natural Language Processing (NLP)
Cognitive Reasoning
Conversational AI
Robotic Process Automation (RPA)
Concept
RPA uses the GUI interface of your system to automate high-volume, structured and repetitive processes; can be deployed in attended or unattended mode.
Implementation
RPA can be used throughout the business to automate rules-based processes. Cognitive and artificial intelligence technologies can be layered in with RPA to take an organization’s transformation even further.
Example Technologies
Image Recognition
Concept
Image recognition technology can identify and detect an object or a feature in a digital image or video.
Implementation
Image recognition technology can be applied to any process with a scanned image. It often is used in finance and other areas.
Example Technologies
Natural Language Processing (NLP)
Concept
NLP is the application of computational techniques to the analysis and synthesis of natural language and speech.
Implementation
NLP can understand the requester’s intent in an email or service request in your CRM; it turns unstructured text into structured data so RPA can understand and automate the next step
Example Technologies
Cognitive Reasoning
Concept
Cognitive reasoning can make complex decisions based on previous knowledge absorption and provide rationale for the decision.
Implementation
Used more commonly in Legal or FS organizations at present. Utilizing knowledge of a process to make a more complex decision, as well as showing why that decision was made.
Example Technologies
Conversational AI
Concept
Conversational AI is the evolution of NLP that powers the virtual agent; it can hold well-structured conversations.
Implementation
Conversational AI is used throughout the business as a cornerstone technology to automate process either on its own, or with complementary technologies.
Example Technologies
ISG AUTOMATION PARTNERS
The market has moved from ambition to accountability.
AI investment is accelerating, but results remain uneven. Only one in four initiatives is meeting revenue impact expectations, at an average spend of $1.3M per use case. Enterprises are no longer asking whether AI works. They are being asked to prove that it pays.
What We Deliver
ISG turns AI complexity into measurable execution advantage — from strategy and governance through to commercial models, workforce readiness and independent market intelligence.
Autonomous Enterprise
ISG helps organizations redesign operations for an autonomous future, defining where AI agents deliver the most value, restructuring workflows around them and building the accountability models that keep autonomous execution governed and auditable. As agentic AI moves from emerging capability to operational reality, the enterprises that win will be those that redesigned for it before it arrived.
Autonomy-Level Pricing
ISG's Autonomy-Level Pricing framework gives enterprises transparent, benchmarkable commercial structures that reflect how AI-enabled services are actually executed. By tagging each resource unit with the autonomy level used to deliver it, from human-validated to fully autonomous, ALP ensures that pricing evolves alongside capability and that both buyers and providers can quantify the value of advancing AI maturity.
AI & Software Intelligence
Drawing on the analysis of more than $2.6 billion in tracked AI spend through ISG Provider Lens and ISG Buyers Guide research, ISG gives procurement, technology and finance leaders the independent intelligence they need to make sharper build-versus-buy decisions, rationalize vendor portfolios and hold providers accountable to measurable outcomes.
AI Governance
ISG helps enterprises shift from compliance-as-constraint to governance-as-operating-model, embedding controls at the point of data creation, defining accountability for autonomous actions and building adaptive frameworks that keep pace with AI without slowing it down. Enterprises that get this right don't just manage risk. They build the trust that lets them scale faster.
AI Strategy
ISG grounds AI strategy in what is actually working, drawing on research across 1,200 enterprise use cases to align investment to where impact is most achievable. We help leadership teams design the data, talent and governance foundations that move AI from isolated pilots into the workflows that drive commercial results.
AI Maturity Index
The ISG AI Maturity Index delivers a scored, benchmarked assessment of AI readiness in 15 minutes, calibrated against peers across 75 countries and focused on the dimensions that determine whether AI investment translates into business results. Organizations receive dimensional analysis, gap identification and a personalized growth roadmap.
The market today
Enterprise AI has moved out of IT and into the revenue line.
AI investment is shifting decisively toward revenue-generating functions. CRM automation, sales enablement and forecasting have replaced chatbots and IT productivity tools as the leading use case priorities, reflecting enterprise recognition that productivity gains alone do not satisfy board-level scrutiny. At the same time, use cases in production have doubled since 2024, and the portfolio is diversifying rapidly, with over 300 distinct function and industry-specific use cases now in active deployment.
ISG research across 1,200 enterprise use cases shows that the strongest AI returns are currently concentrated in compliance, risk management and quality control, not in the growth and cost outcomes most enterprises originally set out to achieve
The gap between where enterprises are investing and where AI is actually delivering is the defining commercial tension of 2025. Organizations that close it by targeting functions with structured, revenue-attributable data and clear ROI measures will establish performance benchmarks that compress the window for competitors still cycling through pilots. The standard is being set now.
Where enterprises are feeling the pressure
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Business outcomes are lagging AI ambitionEnterprises are scaling Al faster than they are realizing value from it. The number of use cases in production doubled between 2024 and 2025, yet only one in four initiatives is meeting revenue impact expectations, and broad cost savings remain elusive. At an average spend of $1.3M per use case, the ROI gap is sharpening board-level scrutiny and forcing a harder question: are we building Al for impact, or for activity?
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Data infrastructure is exposing years of deferred investmentAl does fail in isolation. It fails on the foundations beneath it. Most enterprises are running modern Al on architectures built for reporting and compliance. Generative and agentic Al demand real-time contextually rich, governed data at the point of use. Without it, pilots stall and value dissipate before it reaches the business.
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The barrier to scale is organizational, not technicalOrganizational readiness as the bigger constraint on Al adoption, not talent or tooling. Workflows haven't been redesigned. Decision rights haven't shifted. Enterprises that treat Al as a pure technology deployment, without investing in the human side of adoption, consistently report underwhelming ROI.
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Agentic AI is outpacing governanceAs Al moves from generating outputs to executing tasks autonomously, the governance gap widens. Agentic Systems introduce a new class of risk that static compliance frameworks were never designed to catch. Governing what Al does, not just what it produces, is now a business-critical requirement.
Featured Insights
ISG Research
ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.
Get the insight and guidance you need to accelerate growth and create more value.
Learn More
Research
Intelligent Business Automation Solutions & Services
Often during the complete transformation of business processes, it is difficult to convince employees and external parties to stay on board with the transition. Leverage our market and provider insights to find the right provider for you that can assist with end-to-end business process transformation.
Research
Comparing Conversational AI Solutions & Services
Global trends in conversational AI market include:
- Low-code/no-code development
- Integration with business applications
- Reusable pre-packaged business process and industry focused virtual agents
- Bots talking to bots
Read ISG's report to compare solutions and providers.
Research
Comparing Intelligent Automation Solutions and Services
Intelligent automation combines robotic process automation (RPA) with artificial intelligence (AI), cognitive optical character recognition (OCR), machine learning (ML), natural language processing (NLP), advanced analytics and other digital technologies for improved productivity, data accuracy and customer experience, alongside reduced costs. Compare solutions and providers in this detailed report.
Research
The Manufacturing Industry & Production Automation Solutions
Explore ways of connecting to consumers to reduce the complexities of dealing with intermediaries by leveraging connected products, data, operational technology (OT) security and digital technologies. Find out how automation plays a part.
Research
Transform Source-to-Pay with Intelligent Automation
One key lever to achieving supply chain transformation is the end-to-end modernization of the source-to-pay (S2P) process. Extending automation into the S2P function can give you up to 95 percent granular spend visibility, enabling you to easily determine where strategic contracts exist to meet specific procurement requirements, thereby helping to optimize the supply chain.
Reach Out to the ISG Automation Team
ISG's Wayne Butterfield will be in touch.
