To improve the experience of your workers and consumers, Cognitive Robotic Process Automation tools and solutions can make use of Artificial Intelligence (AI) technology including optical character recognition (OCR), text analytics, and machine learning.

This very advanced RPA variation gets its name from the way it mimics human actions when people do various tasks inside a process. These include processes like self-correction, learning, and reasoning. Learning entails acquiring knowledge and adapting it to context-specific norms (learning from successes and failures).

Traditional RPA supports automation based on structured data. Cognitive RPA goes a step further by enabling businesses to automate operations incorporating unstructured data sources including scanned documents, emails, letters, and voice recordings.

Cognitive automation makes RPA even better

Let's look at a few ways cognitive automation can make RPA better. First, cognitive RPA can be used to improve data. Using text analytics and natural language processing, unstructured data may be transformed into structured data. Then, an RPA system can use these data in automated processes.

Second, cognitive automation can be used to make automated decisions. Through the use of predictive analytics, a robot may be able to decide based on the current situation. A cognitive capacity called as machine learning may also enable the system to learn on its own, acquire new abilities, and continuously improve some aspects of its functionality.

Cognitive RPA use cases

These technologies are useful for many use scenarios. RPA and cognitive skills, like in the case of chatbots, can be used to give a customer the impression that they are instant messaging with a human customer service agent. Making voice-activated bots for phone chats is an additional choice.

Alternately, you might use dynamic interactive voice response to improve the IVR experience (IVR). It modifies the phone tree for frequent callers in a way that anticipates where they will need to travel in order to help users avoid the traditional tangle of options. A lot of email interactions can also be automated. AI-powered automations can watch for the indications that suggest it's time to send an email, write it, and send it.

One of the most intriguing uses of these technologies technologically is omnichannel communications. These days, customers can reach out to organisations through a number of touch points and channels, including chat, interactive IVR, apps, SMS, and more. When RPA is linked with various channels, customers may complete more tasks without the assistance of a live human representative.