Growth in intelligent process automation is a clearly observable global trend in the sector.

In 2020, 59% of business services centers in Poland already use (to varying degrees) intelligence process automation. 33% of respondents intend to implement it in the future. Only 8% declared they were not interested in introducing this type of solution. IPA is most often implemented by SSC/GBS entities (65.6%), followed by hybrid centers (60.0%) and BPO centers (51.7%). The degree of implementation is lower in IT companies (45.2%), and the least in R&D centers (20%). IPA is used least in the centers of domestic companies in the sector (47.6%). Among those companies that have introduced some form of automation, 57% of respondents declared that they have a strategic plan for implementing intelligent process automation, and 31.5% declared their desire to have one. Only 11.5% of companies do not intend to have such a plan. The main declared objective of introducing IPA (41.0% of respondents) is to optimize costs. 31.7% of respondents declared it is to improve the quality of the services they provide, and 17.5% to streamline services. 9.8% of entities indicated other motives: to benefit from the new opportunities provided by hybrid workers; to optimize their use of employees – freeing them up from performing routine, repetitive tasks; to eliminate errors (increase precision); to reduce risk, thereby improving the efficiency of processes; to increase customer satisfaction, and to improve cooperation among employees (E2E process improvement). Some respondents indicated all those goals as being key to developing a competitive advantage on the market. Several respondents stated that IPA solutions have become an integral part of the range of services they provide to clients.