What Are the Main Use Cases of Cognitive RPA?
Cognitive RPA (Robotic Process Automation) utilizes artificial intelligence (AI) to create tools that improve customer experience and employee experience. But what exactly is this technology? And how can you use it in your organization?
What Is Cognitive RPA?
These are just some of the things that modern RPA cognitive automation can accomplish:
- Optical character recognition (OCR). Optical character recognition (OCR) is a way to convert handwritten, printed, or even typed text into machine-coded text. Historically used for data entry, this is an indispensable “first step” for cognitive RPA to take. It can take almost any input and process the language of that input to glean important information.
- Image processing and identification. In a related capacity, cognitive RPA can process and identify images. If an image is submitted to this type of technology, it may be able to identify certain elements of that image that it has recognized from former training.
- Entity extraction. Entity extraction is a process meant to identify and consolidate “entities” within a body of text. For example, a program may scan a paragraph of text looking for specific keywords like the names of people and places, specific quantities of items, or common expressions. These entities can then be processed and interpreted to form an accurate impression of the information provided. This is important for both processing queries and finding answers in external text.
- Intent extraction. What is the conversational partner asking and what are they truly looking for? This is the motivation behind intent extraction. Cognitive RPA can use intent extraction to figure out exactly what a person needs – and then find a way to provide it to them.
- Text analytics. It’s important for cognitive RPA to practice text analytics as well. How is this person speaking? What kind of vocabulary are they using? What’s the best way to phrase this abstract concept as a response?
- Sentiment analysis. Cognitive RPA can also call upon the power of sentiment analysis to figure out how a person feels or what they mean when they provide certain types of information. For example, it might be able to read the tone of a specific interaction or notice that a person’s emotional context has changed mid-conversation.
- Organization and categorization. Sophisticated cognitive RPA systems are adept at organization and categorization as well. They can take vast quantities of information, separate them into different segments, and better “understand” them in context.
- Voice recognition. Thanks to natural language processing, text analysis, and other capabilities, it’s easy for cognitive RPA to understand and process what a person is saying. But voice recognition can allow it to identify and recognize the speaker. This is especially valuable for noticing repeat callers and familiar parties.
- Forwarding to humans when appropriate. Cognitive RPA can do a lot on its own, but it’s still not going to be as competent as a human expert in this field. Accordingly, most cognitive RPA-based tools are designed to forward queries to human agents whenever appropriate to provide full service. Essentially, cognitive RPA is capable of recognizing its own limitations.
Modern Capabilities of Cognitive RPA
Proper ticket triaging matters for a variety of reasons. And the more you embrace a systematic approach, the more you’ll enjoy benefits like these:
- Confidence. This is an under-appreciated benefit of ticket triaging, but it’s very important. When tickets are properly routed to the correct support agents and departments, it gives way to confidence. From a top-down perspective, management gains more confidence that support is being handled properly. And from an employee perspective, there’s a greater sense of confidence that you’re being properly utilized in your role.
- Productivity. Good ticket triaging results in greater efficiency. And greater efficiency results in more productivity. This ultimately gives your organization the ability to do more with less. And, when you consider that a growing business also sees growing support tickets, having a highly productive approach bodes well for the scalability of your operations.
- Speed. Automatic ticket triaging helps resolve tickets faster. In some cases, you can even solve simple issues in a minute or less. Not only does this enhance your productivity, but it makes customers happy.
- Less frustration. When your support desk is loaded down with an endless stream of support tickets, everyone becomes frustrated. Customers are angry because their tickets aren’t being solved as quickly as they’d like for the topic or urgency. Employees are stressed because they have no time to catch their breath. Management is frustrated because things are moving at a slow pace. It’s tough on everyone! But with the proper triage of tickets, everything flows much faster. This reduces frustration and eliminates the emotional component.
- Trend identification. A good triage system does more than just assign tickets to the right department or support rep. It also tracks tickets and helps identify major trends. From an organizational perspective, this shows you which issues are most resource intensive and which ones are simple fixes. Over time, you can iterate your strategy and tier of support for greater efficiency and productivity.
- Improved CSAT. Truth be told, nothing matters more than customer satisfaction (CSAT). If your customers are happy, they’re going to be loyal. And if customers are loyal, it’s easy to grow your revenue and scale in a predictable way. One of the big perks of ticket triaging is that customers come out feeling happier and more satisfied.
These are just some of the benefits you enjoy when you start taking ticket triaging seriously. The reality is that it will have a positive impact on every aspect of your business – impacting everything from sales to support.
Cognitive RPA Use Cases
What about use cases? How can you use cognitive RPA in a practical environment?
- Chatbots. One of the most common applications is in chatbots. Customer service-related chatbots are designed to provide answers to common questions, directions to robust resources, and sometimes, immediate solutions to problems. Enterprise chatbots work in a similar way, but internally within your organization. Either way, cognitive RPA can boost the power and capabilities of these AI-powered tools.
- Voice bots. Similarly, cognitive RPA can improve voice bots, allowing them to better “understand” voice inputs and form more coherent responses using both structured data and unstructured data in knowledge catalogs.
- Dynamic interactive voice response (IVR). Interactive voice response (IVR) systems have grown to be exceptionally popular for businesses and customers alike. That’s because you can interact with these systems much like you would interact with a real human being. Thanks to cognitive RPA, IVR systems are now capable of recognizing familiar voices, interpreting the emotional content of a person’s speech, and carrying on more sensible, helpful conversations.
- Email automation. Another common application of cognitive RPA is in email automation. Using the power of entity extraction, intent extraction, and other variables, your program can comprehend the content and context of previous messages you’ve received – and generate a proper response for them, saving you time in the process.
- Omnichannel support. Best of all, cognitive RPA isn’t limited to any single channel or application. You can use it across all your communication channels to provide higher-level, omnichannel support.
Do you need the power of cognitive RPA in your business processes? Are you in search of better chatbots, voice bots, and other automated systems to improve your organization and customer outcomes? Aisera could be exactly what you need. Reach out to us today to learn how we can be your trusted partner in your digital transformation journey.