COGNITIVE PROCESS AUTOMATION AND ROBOTIC PROCESS AUTOMATION: AN

INTRODUCTION

With the advent of more sophisticated technologies, it is now possible to automate the
redundant tasks organizations face. These processes that are by nature repetitive and time-
consuming can be easily automated by software robots that are more efficient and accurate. In
this post, we will look at the field of Cognitive Process Automation, its uses and how it can
benefit your organization.

With the advances of AI and machine learning capabilities, organizations can take the help of
intelligent assistants to automate tasks like email sorting, helping customers with routine
problems and much more. For those tasks that are simpler in nature and repetitive Robotic
Process Automation(RPA) comes to the rescue. RPA is good for those tasks that require less
data interpretation or human judgment. Due to the decreasing costs of storing data and
digitization organizations today have massive amounts of information on their products and
customers. This legacy data can be put great use with the help of Cognitive Process Automation
bots.

Assume a scenario where a customer wants to change his billing address, this is a relatively
straightforward task that does not require much critical analysis or judgment. The customer can
submit the documents online and a trained software robot can verify the documents using OCR
capabilities and change the address in your database. However, if the customer wants
information on the best cell phone plan suitable for him then human judgment is required. A bot
with Cognitive Process Automation(CPA) capabilities can use in this instance machine learning
capabilities to suggest the best plan for this user based on his previous purchases. The bot will
be trained on your existing datasets to determine the best plan.

The most obvious beneficiaries of these technologies are organizations that have a large
number of customers who require help in choosing products or services. Banking, finance,
airlines and telecom operators are understandably the organizations who are most interested in
implementing end to end automation technologies. Cognitive Process Automation bots will use
OCR(Optical Character Recognition), neural networks, and machine learning among others to
understand and interpret vast amounts of data from various information sources.

A most powerful automation solution can be created for any organization by combining RPA,
CPA and human intervention. The Robotic Process Automation bots can automate the
monotonous aspects of the work while the Cognitive Process Automation bots can intelligently
categorize data and provide references to the human operator. This approach is the most
effective as it minimizes errors due to algorithmic bias that certain CPA bots can produce. With
the advent of more powerful hardware and machine learning algorithms, the amount of human
intervention required will progressively decline.
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