Conversational Automation Redefined with Amazon Q

By Jay Bala and Linda Ding of Automation Anywhere

Over the past two years, generative AI has revolutionized knowledge work, making information more accessible with unmatched speed and precision. Now, conversational automation by Automation Anywhere, powered by Amazon Q, is bringing that same level of ease and speed to enterprise operations.

“We’re excited to see AWS and Automation Anywhere bring AI-powered services to enterprise process automation, blending knowledge with LLM models to automate complex workflows,” said Rahul Patet, Automation Leader at Alight, a leading cloud-based provider of integrated digital human capital and business solutions.

“We believe the power of AI-based process automation has the ability to transform the way companies operate in the future.”

This partnership combines natural language interfaces, real-time data access, and agentic process automation to simplify complex enterprise workflows into intuitive, efficient, and autonomous processes. This isn’t just about streamlining tasks—it’s about entering a new era of empowerment, where digital tools act as a “digital double” for employees, enhancing their capabilities and enabling organizations to thrive with agility and innovation.

A groundbreaking partnership: Automation Anywhere and Amazon Q

Automation Anywhere’s integration with Amazon Q, Amazon’s generative AI-powered enterprise assistant, is redefining enterprise operations. By combining Amazon Q’s conversational data access with Automation Anywhere’s Automation Co-Pilot and AI Agent Studio, businesses gain a unified experience for querying, acting, and automating workflows seamlessly.

For instance, when a shipment delay occurs, a supply chain manager uses Automation Co-Pilot embedded in Oracle or SAP to retrieve real-time inventory levels with a simple natural language command like, “Show me inventory levels for Product X across all warehouses.” Powered by Amazon Q, which pulls context from over 40 data sources, the system surfaces up-to-date inventory data in seconds.

If alternative shipping options are needed, the manager queries the enterprise knowledge base using Amazon Q’s Retrieval-Augmented Generation (RAG) service via the same Automation Co-Pilot. For example, they might ask, “Find the fastest distributor or shipper for Retailer Y near Location Z.” The system retrieves relevant options and provides actionable insights instantly.

With this information in hand, the manager launches an agentic process automation to process the shipment order, update the customer record in SAP, notify logistics partners via email, and coordinate tasks across enterprise applications—all orchestrated by specialized AI agents. Real-time notifications keep the manager informed at every step, ensuring full control and visibility without manual effort.

Together, these technologies eliminate operational bottlenecks, transforming workflows into secure, agile processes that deliver measurable business outcomes.

The new era of empowerment

As Forrester Research aptly describes, “Change the interface, change the world.” Conversational interfaces reduce friction, allowing employees to interact with technology in more intuitive ways. This shift from static forms and siloed systems to natural language interaction unlocks unprecedented opportunities for innovation and productivity across every function of any large enterprise.

In this new era of empowerment, AI serves as a “digital double” for every employee, augmenting individual capabilities with knowledge, insight, and action. It handles repetitive tasks, provides actionable insights, and enables users to focus on strategic initiatives. Instead of struggling with disjointed systems, employees can rely on conversational automation to simplify complex operations and accelerate outcomes.

Delivering 10x value for enterprises

Conversational automation doesn’t just streamline workflows; it delivers tangible outcomes*:

By initiating workflows with natural language, customer service teams reduce response times by up to 80%.
Through personalized, rapid interactions inside customer service departments, businesses see Net Promoter Scores (NPS) increase by 20%.
With cross-system process orchestration, employees are freed to focus on high-value tasks, driving a 3x productivity boost.
The built-in governance ensures 50% fewer errors in regulatory workflows.

These results demonstrate how conversational automation not only simplifies processes but also creates measurable business impact.

Modernizing industries with conversational automation

Conversational automation is reshaping industries by addressing long-standing operational challenges and creating new opportunities for growth and innovation.

In banking, conversational automation enables loan officers to query real-time customer data and initiate workflows through natural language commands, automating processes like client onboarding, KYC document validation, and fraud detection. This accelerates decision-making and reduces operational risks, ensuring compliance and better customer experiences.
In healthcare, by integrating with EHR systems, conversational automation allows healthcare providers to streamline prior authorizations and claims processing through conversational commands. Administrative tasks are automated, enabling healthcare professionals to prioritize patient care and reducing delays in critical care service.
In manufacturing, supply chain managers use conversational automation to monitor inventory levels, track shipments, and resolve issues in real time with a single conversational interface. This minimizes production disruptions, enhances quality assurance, and enables more agile responses to supply chain changes.
In energy and oil & gas, field operations leverage conversational automation to access asset performance data, schedule maintenance, and ensure safety compliance through natural language queries. Agentic process automation orchestrates workflows across systems, improving efficiency while reducing risks in managing large-scale infrastructure.
In retail, customer service teams use conversational automation to provide personalized, instant support, while backend operations automate order processing and inventory updates. Retailers benefit from enhanced customer loyalty, faster product support resolutions, and improved supply chain management.

Across all these industries, conversational automation eliminates silos, connects cross-application workflows, and empowers teams to make faster, smarter decisions—all with intuitive, conversational interfaces that transform how work gets done.

Loan processing in action: A use case example

Consider auto loan processing: a traditionally slow, manual operation hampered by disconnected systems and repetitive tasks. Conversational automation transforms this into a streamlined, efficient workflow.

Figure 1: Conversational automation, powered by Amazon Q, embedded within Salesforce, delivering both enterprise knowledge query responses and helping identify the best workflows for initiating an auto loan directly to the loan officer through a single conversational interface.

With Automation Co-Pilot, loan officers can now initiate and monitor workflows using simple conversational commands. Instead of navigating multiple platforms to support enterprise knowledge queries and cross-application workflows, they access real-time data through a unified natural language interface, allowing for faster and more accurate loan submissions.

Figure 2: Automation Co-Pilot, powered by Amazon Q, instantiates a loan application workflow that walks the loan officer through specific steps in the conversational interface.

Underwriters, often overwhelmed by fragmented documents and scattered data, leverage natural language queries to analyze financial trends and validate loan applications. With Amazon Q’s RAG service and Document Automation, underwriters receive actionable data in seconds to speed up the loan processing workflow. This seamless integration ensures decisions are data-driven and timely.

Figure 3: AI agents use the data retrieved via Document Automation, combine it with enterprise knowledge using a RAG service, and deliver actionable recommendations for the loan officer to approve or reject the loan.

Figure 4: The process summary for each loan submission offers clear transparency into the collaboration between AI, automation, and humans, showcasing how they work together to achieve efficient loan approvals in minutes and providing full audit and compliance to meet compliance and governance needs

The results are game-changing**. This frictionless experience empowers financial institutions to achieve 45% faster loan closings, a 20% boost in underwriting margins, and a 50% reduction in credit risk. By streamlining the loan process, conversational automation empowers smarter decision-making, cost savings, and enhanced customer satisfaction.

How Automation Anywhere powers conversational automation

Automation Anywhere, in partnership with Amazon Q, provides the foundation for conversational automation, combining advanced AI capabilities, agentic process orchestration, and robust governance.

At its core is AI Agent Studio, which enables businesses to create specialized AI agents tailored to their unique needs. By seamlessly integrating large language models (LLMs) like Anthropic’s Claude 3 via Amazon Bedrock, grounded with enterprise data through RAG and further enhanced by Amazon Q, the system delivers real-time, context-rich insights from enterprise knowledge bases. This minimizes manual searches and streamlines operations, significantly reducing inefficiencies.

Once created, these agents are seamlessly integrated into complex, long-running workflows, driving agentic process orchestration. Using Process Composer, businesses can orchestrate complex, multi-step workflows that span applications and personas.

The AI agents designed in AI Agent Studio add cognitive intelligence to these workflows, handling tasks such as document extraction, compliance checks, and credit scoring. Each step is orchestrated and monitored in real time, ensuring transparency, efficiency, and end-to-end automation with AI-driven probabilistic decision rules.

Governance and compliance remain at the heart of Automation Anywhere’s platform. Each workflow is safeguarded with role-based access control (RBAC), ensuring secure access to sensitive data and tasks. Real-time audits and traceability provide visibility into every step in the automation process, while features like PII masking and secure data handling ensure compliance with global privacy standards.

Together, Amazon Q and Automation Anywhere empower businesses to query, act, and orchestrate workflows—all through a single, intuitive conversational interface. This partnership sets a new benchmark for operational excellence by delivering speed, precision, and security at scale.

The future of work is here

Conversational automation is more than a technological innovation; it’s a transformation in how enterprises operate. With Automation Anywhere and Amazon Q, businesses are entering a new era of empowerment—where AI supports decision-making, drives collaboration, and accelerates growth.

From loan processing to customer service and supply chain management, conversational automation offers measurable impact, helping enterprises achieve sustainable success and gain a competitive edge.

Ready to transform your workflows?

Conversational automation with Automation Anywhere and Amazon Q is currently in active preview, and we’re inviting joint customers to participate. This is your opportunity to collaborate with us, explore the transformative potential of this innovation, and help redefine enterprise operations.

*ROI figures are derived from Automation Anywhere customer performance metrics based on real-world implementations.

**Results are based on Automation Anywhere customer implementation in the banking industry.