6 cognitive automation use cases in the enterprise

We provide an overview of the major BPA approaches such as workflow management, robotic process automation, and Machine Learning-facilitated BPA while emphasizing their complementary relationships. Furthermore, we show how the phenomenon of cognitive automation can be instantiated by Machine Learning-facilitated BPA systems that operate along the spectrum of lightweight and heavyweight IT implementations in larger IS ecosystems. Based on this, we describe the relevance and opportunities of cognitive automation in Information Systems research. These skills, tools and processes can make more types of unstructured data available in structured format, which enables more complex decision-making, reasoning and predictive analytics.

• For example, an attended bot can bring up relevant data on an agent’s screen at the optimal moment in a live customer interaction to help the agent upsell the customer to a specific product.
• “The whole process of categorization was carried out manually by a human workforce and was prone to errors and inefficiencies,” Modi said.
• “RPA handles task automations such as copy and paste, moving and opening documents, and transferring data, very effectively.
• A company must have 100 or more active working robots to qualify as an advanced program, but few RPA initiatives progress beyond the first 10 bots.
• Decision Engines is a global software company that offers a self-service business-driven cloud platform that provides end-to-end process automation, replacing manual tasks and using artificial intelligence to perform autonomous decision-making.

We still have a long way to go before we have freely thinking robots, but research is producing machine capabilities that assist businesses to automate more work and simplify the operations that employees are left with. Exponential Digital Solutions (10xDS) is a new age organization where traditional consulting converges with digital technologies and innovative solutions. We are committed towards partnering with clients to help them realize their most important goals by harnessing a blend of automation, analytics, AI and all that’s “New” in the emerging exponential technologies. Though cognitive automation is a relatively recent phenomenon, most solutions are offered by Robotic Process Automation (RPA) companies.

What are the benefits of cognitive automation?

“To achieve this level of automation, CIOs are realizing there’s a big difference between automating manual data entry and digitally changing how entire processes are executed,” Macciola said. Anthony Macciola, chief innovation officer at Abbyy, said two of the biggest benefits of cognitive automation initiatives have been creating exceptional CX and driving operational excellence. In CX, cognitive automation is enabling the development of conversation-driven experiences. He expects cognitive automation to be a requirement for virtual assistants to be proactive and effective in interactions where conversation and content intersect. Another benefit of cognitive automation lies in handling unstructured data more efficiently compared to traditional RPA, which works best with structured data sources.

A cognitive automation solution is a positive development in the world of automation. With a solution, organizations have greater leverage than previously. Cognitive automation does move the problem to the front of the human queue in the event of singular exceptions. Therefore, cognitive automation knows how to address the problem if it reappears. With time, this gains new capabilities, making it better suited to handle complicated problems and a variety of exceptions. Manual duties can be more than onerous in the telecom industry, where the user base numbers millions.

Is cognitive automation each and every step pre-programmed?

The pace of cognitive automation and RPA is accelerating business processes more than ever before. Here are the important factors CIOs and business leaders need to consider before deciding between the two technologies. These tasks can range from answering complex customer queries to extracting pertinent information from document scans. Some examples of mature cognitive automation use cases include intelligent document processing and intelligent virtual agents. “Cognitive automation is not just a different name for intelligent automation and hyper-automation,” said Amardeep Modi, practice director at Everest Group, a technology analysis firm. “Cognitive automation refers to automation of judgment- or knowledge-based tasks or processes using AI.”

Make automated decisions about claims based on policy and claim data and notify payment systems. While these are efforts by major RPA vendors to augment their bots, RPA companies can not build custom AI solutions for each process. Therefore, companies rely on AI focused companies like IBM and niche tech consultancy firms to build more sophisticated automation services.

Learn about process mining, a method of applying specialized algorithms to event log data to identify trends, patterns and details of how a process unfolds. With light-speed jumps in ML/AI technologies every few months, it’s quite a challenge keeping up with the tongue-twisting terminologies itself aside from understanding the depth of technologies. To make matters worse, often these technologies are buried in larger software suites, even though all or nothing may not be the most practical answer for some businesses.

It’s an AI-driven RPA solution that helps you automate more business and IT processes at scale with the ease and speed of traditional RPA. Difficulty in scaling

While RPA can perform multiple simultaneous operations, it can prove difficult to scale enterprise due to regulatory updates or internal changes. According to a Forrester report, 52% of customers claim they struggle with scaling their RPA program. A company must have 100 or more active working robots to qualify as an advanced program, but few RPA initiatives progress beyond the first 10 bots. To learn more about what’s required of business users to set up RPA tools, read on in our blog here.

Offering end-to-end customer service with chatbots

Cognitive automation allows building chatbots that can make changes in other systems with ease. IBM Cloud Pak® for Automation provide a complete and modular set of AI-powered automation capabilities to tackle both common and complex operational challenges. The integration of these components to create a solution that powers business and technology transformation. “The shift from basic RPA to cognitive automation unlocks significant value for any organization and has notable implications across a number of areas for the CIO,” said James Matcher, partner in the technology consulting practice at EY. By leveraging Artificial Intelligence technologies, this technology extends and improves the range of actions beyond those that are automated with RPA. “RPA is a technology that takes the robot out of the human, whereas cognitive automation is the putting of the human into the robot,” said Wayne Butterfield, a director at ISG, a technology research and advisory firm.

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