Intelligent Automation Advances Into AI Age, ISG Says
Information Services Group (ISG) predicts that by 2026, 50% of enterprises will utilize integrated intelligent automation technologies to optimize digital efficiencies. According to ISG's 2024 Buyers Guides for Intelligent Automation, companies will increasingly leverage these technologies to connect applications across cloud environments, enhancing efficiency and decision-making. The research identifies four key software categories: process automation platforms, conversational automation, intelligent document processing, and process discovery and mining. ServiceNow emerged as the leading provider across all categories, followed by UiPath and Microsoft. ISG projects that only 20% of enterprises will effectively use generative AI for business improvements through 2026.
Information Services Group (ISG) prevede che entro il 2026, il 50% delle aziende utilizzerà tecnologie integrate di automazione intelligente per ottimizzare le efficienze digitali. Secondo le Guida agli Acquisti 2024 di ISG per l'Automazione Intelligente, le aziende sfrutteranno sempre più queste tecnologie per collegare applicazioni attraverso ambienti cloud, migliorando l'efficienza e il processo decisionale. La ricerca identifica quattro categorie chiave di software: piattaforme di automazione dei processi, automazione conversazionale, elaborazione intelligente dei documenti e scoperta e mining dei processi. ServiceNow è emerso come il fornitore leader in tutte le categorie, seguito da UiPath e Microsoft. ISG prevede che solo il 20% delle aziende utilizzerà efficacemente l'IA generativa per il miglioramento del business entro il 2026.
Information Services Group (ISG) predice que para 2026, el 50% de las empresas utilizará tecnologías de automatización inteligente integradas para optimizar las eficiencias digitales. Según las Guías de Compras 2024 de ISG para la Automatización Inteligente, las empresas aprovecharán cada vez más estas tecnologías para conectar aplicaciones en entornos cloud, mejorando la eficiencia y la toma de decisiones. La investigación identifica cuatro categorías clave de software: plataformas de automatización de procesos, automatización conversacional, procesamiento inteligente de documentos y descubrimiento y minería de procesos. ServiceNow se destacó como el proveedor líder en todas las categorías, seguido por UiPath y Microsoft. ISG proyecta que solo el 20% de las empresas utilizará eficazmente la IA generativa para mejoras empresariales hasta 2026.
정보 서비스 그룹 (ISG)는 2026년까지 50%의 기업이 디지털 효율성을 최적화하기 위해 통합된 지능형 자동화 기술을 활용할 것이라고 예측합니다. ISG의 2024년 인텔리전트 자동화 구매 가이드에 따르면, 기업들은 클라우드 환경 전반에 걸쳐 애플리케이션을 연결하기 위해 이러한 기술을 점점 더 활용하여 효율성과 의사 결정을 향상시킬 것입니다. 연구에서는 네 가지 주요 소프트웨어 카테고리를 식별했습니다: 프로세스 자동화 플랫폼, 대화형 자동화, 지능형 문서 처리 및 프로세스 발견 및 마이닝. ServiceNow는 모든 카테고리에서 선두 제공업체로 등장했으며, 그 뒤를 UiPath와 Microsoft가 따랐습니다. ISG는 2026년까지 20%의 기업만이 비즈니스 개선을 위한 생성형 AI를 효과적으로 사용할 것이라고 예상합니다.
Information Services Group (ISG) prévoit qu'en 2026, 50% des entreprises utiliseront des technologies d'automatisation intelligente intégrées pour optimiser les efficacités numériques. Selon les Guides d'Achat 2024 d'ISG pour l'Automatisation Intelligente, les entreprises tireront de plus en plus parti de ces technologies pour connecter des applications à travers des environnements cloud, améliorant ainsi l'efficacité et la prise de décision. La recherche identifie quatre catégories logicielles clés : plateformes d'automatisation des processus, automatisation conversationnelle, traitement intelligent des documents et découverte et exploitation des processus. ServiceNow s'est imposé comme le fournisseur leader dans toutes les catégories, suivi par UiPath et Microsoft. ISG projette que seulement 20% des entreprises utiliseront efficacement l'IA générative pour des améliorations commerciales d'ici 2026.
Information Services Group (ISG) sagt voraus, dass bis 2026 50% der Unternehmen integrierte intelligente Automatisierungstechnologien nutzen werden, um digitale Effizienzen zu optimieren. Laut den Käuferleitfäden 2024 von ISG für intelligente Automatisierung werden Unternehmen diese Technologien zunehmend nutzen, um Anwendungen in Cloud-Umgebungen zu verbinden, wodurch Effizienz und Entscheidungsfindung verbessert werden. Die Forschung identifiziert vier Schlüsselsoftwarekategorien: Prozessautomatisierungsplattformen, konversationelle Automatisierung, intelligente Dokumentenverarbeitung sowie Prozessentdeckung und -abbau. ServiceNow hat sich als führender Anbieter in allen Kategorien hervorgetan, gefolgt von UiPath und Microsoft. ISG schätzt, dass nur 20% der Unternehmen bis 2026 generative KI effektiv für Geschäftsverbesserungen nutzen werden.
- 50% market adoption of intelligent automation technologies predicted by 2026
- ServiceNow achieved leadership position across all four software categories
- Comprehensive evaluation of 40 software providers offering market clarity
- Only 20% of enterprises expected to effectively leverage generative AI through 2026
Insights
The research findings reveal significant market opportunities in the intelligent automation sector, with 50% of enterprises expected to adopt integrated intelligent automation by 2026. ServiceNow's dominance across all categories signals strong market positioning, while the
The competitive landscape shows consolidation around major players like ServiceNow, UiPath and Microsoft, who are successfully integrating AI capabilities across multiple automation domains. This market structure indicates potential for increased valuation multiples for leading vendors as enterprise adoption accelerates. The emphasis on cloud integration and business process optimization suggests sustained demand for automation solutions, particularly in areas of document processing and conversational AI.
The comprehensive evaluation of 40 providers across four distinct automation categories reveals a maturing market with clear leaders emerging. The identification of only three vendors (IBM, Microsoft, ServiceNow) offering solutions across all segments indicates significant opportunities for market expansion and potential M&A activity.
The focus on ROI, organizational readiness and infrastructure compatibility in software selection criteria suggests a shift from point solutions to enterprise-wide automation strategies. This trend favors established players with integrated platforms and strong cloud capabilities. The cautious outlook on GenAI adoption reflects enterprise priorities for proven, practical automation solutions over experimental technologies.
New research from ISG finds software providers are unifying automation and AI to enable more intelligent platforms, workflows and processes
The ISG Buyers Guides™ for Intelligent Automation, produced by ISG Software Research (formerly Ventana Research), note that in the next two years, many enterprises will leverage intelligent automation to interconnect disparate applications and systems across public and private cloud computing environments. This will enhance efficiency, reduce errors, enhance decision-making and allow human workers to focus on more complex, problem-solving activities, while augmenting their capabilities through human-AI collaboration that learns and improves over time.
“By integrating with existing systems and software tools and accessing large repositories of structured, semi-structured and unstructured data, intelligent automation can lead to business process insights that contribute to innovation and competitive advantage,” said Jeff Orr, director of research, digital technology, with ISG.
Intelligent automation, ISG says, encompasses four specific software categories – process automation platforms, conversational automation, intelligent document processing, and process discovery and mining – in an ecosystem that helps organizations become more efficient, smarter, and more adaptable to changing business conditions.
“The choice of intelligent automation software should align with the enterprise’s strategic objectives and operational needs,” said Orr. “It is also important to consider factors such as the current process landscape, compatibility and integration with the technology infrastructure, data availability and quality, ROI and financial impact and organizational readiness.”
ISG Software Research asserts that, through the end of 2026, only one in five enterprises will leverage generative AI (GenAI) to analyze patterns and generate insights that will lead to improved business outcomes.
ISG notes that while GenAI and large language model (LLM) technologies offer valuable capabilities in natural language understanding and processing, content generation and task automation, it is crucial for organizations to understand thoroughly both the potential and the challenges of these technologies.
“CIOs and IT leaders should approach intelligent automation software incorporating GenAI and LLMs with enthusiasm and caution,” Orr said. “While these technologies offer significant benefits, they also come with unique challenges and prerequisites. A holistic evaluation must include technical aspects and also business, ethical and strategic considerations.”
For its 2024 Buyers Guides on Intelligent Automation, ISG evaluated software providers across four types of software product categories – Conversational Automation, Intelligent Document Processing, Process Automation Platforms, and Process Discovery and Mining – and produced a separate Buyers Guide for each, along with a main report on the overall Intelligent Automation software provider landscape.
A total of 40 providers were assessed in at least one of the five reports: [24]7.ai, ABBYY, AirSlate, Amelia, Appian, Automation Anywhere, AWS, Bizagi, Celonis, Datamatics, Engageware, Fortra, Google Cloud, HCLSoftware, HCLTech, Hyperscience, IBM, Kore.ai, LivePerson, Microsoft, MuleSoft, Newgen, Nintex, Nividous, OpenText, Pegasystems, ProcessMaker, Rossum, SAP, ServiceNow, Sinch, Software AG, Sprinklr, SS&C Blue Prism, Tungsten Automation, UiPath, Uniphore, Verint, Worksoft and Yellow.ai. Among these, only IBM, Microsoft and ServiceNow have products or services belonging to the four segments defined in the main Intelligent Automation report.
ISG Software Research designates the top three software providers as Leaders in each category. For the 2024 study, the leading providers in ranked order are:
Intelligent Automation: ServiceNow, UiPath, Microsoft
Process Automation Platforms: ServiceNow, UiPath, Appian
Conversational Automation: ServiceNow, Verint, IBM
Intelligent Document Processing: ServiceNow, UiPath, Automation Anywhere
Process Discovery and Mining: ServiceNow, Microsoft, UiPath
The ISG Buyers Guides™ for Intelligent Automation are the distillation of a full year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.
“The acceleration of digital transformation, the explosion of data, and the advancement in AI and ML [machine learning] has made intelligent automation a focal point in enterprise technology discussions,” said Mark Smith, partner and head of software research for ISG. “Our latest research offers a methodical, fact-based view of what is possible and realistic with these technologies and points to a way forward for harnessing the immense potential of intelligent automation with AI.”
Visit this webpage to learn more about the ISG Buyers Guides™ for Intelligent Automation and read executive summaries of each of the five reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG Software Research.
About ISG Software Research
ISG Software Research, previously Ventana Research, provides authoritative market research and coverage of the business and IT software industry. It distributes research and insights daily through its user community, and provides a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Its on-demand service provides structured education and advisory support through subject-matter experts. ISG Buyers Guides support the RFI/RFP process and help enterprises evaluate and select software providers through tailored assessment services and the ISG Software Research Value Index methodology. Visit www.ventanaresearch.com for more information and to sign up for free community membership.
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 AI, 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
View source version on businesswire.com: https://www.businesswire.com/news/home/20241028987277/en/
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
Source: Information Services Group, Inc.
FAQ
What percentage of enterprises will use integrated intelligent automation by 2026 according to ISG (III)?
What are the four main software categories of intelligent automation identified by ISG (III)?
Which company leads all categories in ISG's 2024 Intelligent Automation Buyers Guide?
What percentage of enterprises will leverage generative AI effectively by 2026 according to ISG (III)?
