Cognitive AI Automation is Happening Now!
Some enterprises may still sit on the sideline wondering if Cognitive AI automation or Cognitive RPA is ready to take off at scale for enterprise Service Desks and Customer Service. If you are one of them, then wonder no longer. Cognitive AI Automation is making a big splash in numerous industries, such as insurance healthcare, high technology, financial services, and many others.
The reasons for Cognitive AI’s popularity are easy to understand. The lack of automation of repetitive and mundane tasks coupled with the disengaging user experiences delivered by today’s IT Service Desk and Customer Services is hurting Enterprises with substantial inefficiency cost, high cost of errors, support staff headache and head-wind resistance to business growth (high customer-churn rate and expensive new customers acquisition process).
In the past, many enterprises have turned their attention to solely drive business operations efficiency replacing or augmenting their manual IT processes with automation, tapping into Robotic Process Automation (RPA) technology. RPA has indeed proved to be highly accurate and effective in taking the burden off enterprises by automatically handling tasks, processes, and workflows that are highly routine, and repetitive in nature. For tasks that are largely driven by structured data, rules, schedules, or events, RPA software can take the wheel and complete the job start to finish. Any task or process that does not require cognitive thinking or analytical skills can be handled with RPA.
Lately, enterprises have realized that Service Desks and Customer Services automation is only as good as its user experience. Employees and customers may not have the patience to create a service desk ticket by filling out a form, wait for the ticket to be properly routed to the right service agent and for a digitized workflow to then be triggered. Employees and customers expect an end-to-end automation which can be triggered directly by user inquiries without any human support throughout the process. This requires RPA to be directly accessible by users, and Cognitive AI technology to translate the word of unstructured and complex human language to the well-structured, event-driven machine-language used by back-office RPA technology.
Cognitive AI technology, like Natural Language Processing (NLP) and Understanding (NLU), Natural Language Generation (NLG), Data Mining, Graph-Theory, etc., is the right technology to fill this void. Cognitive AI has been fully embraced by the most advanced AI Virtual Assistants capable to process in real-time complex and unstructured sentences typed or spoken by users, extract intents embedded in those sentences and translate those intents into simple and well-structured events which machines can easily understand and act upon.
Cognitive AI automation blends together the benefits of traditional RPA automation and the intelligence of Cognitive AI delivering RPA automation directly in the hands of end-users. Digitized workflows can be triggered and executed directly from users’ interactions with AI Virtual Assistance agents. User requests like “Need a new laptop” or “I have intermittent connectivity with VPN when logging from home” are processed by Cognitive AI technologies that can trigger and execute back-end digitized workflows. Start to finish in just a handful of seconds!
In doing so, Cognitive AI automation brings to surface the operational benefits of RPA, extends RPA automation to cover IT processes using non-structured and semi-structured data, and delivers them in a modern, refreshing, immersive experience to users, which translates to higher efficiency, productivity, adoption, and satisfaction.
Aisera offer the most feature-comprehensive and technology-advanced Cognitive AI Automation solution in the market perfectly blending together Cognitive AI technology, Supervised and Unsupervised AI Learning, AI Virtual Assistant technology and Conversational RPA into one SaaS, turnkey ready solution to drive ROI in lightning speed. Aisera proprietary unsupervised NLP/NLU technology, User Behavioral Intelligence and Sentiment Analytics are protected by several patents-pending applications.