Ready, set, action! How cognitive bot are transforming businesses

Automation Anywhere vice president of products Abhijit Kakhandiki describes a real-world example how cognitive computing, specifically, cognitive bots, can interpret customer sentiment and take action to address an upset customer. It does so by leveraging cognitive technologies and intelligent automation.

Abhijit describes a business process automation example, automating an insurance claim: “Let's say you’re an insurance customer and you send an angry letter saying that your claim has not been fulfilled. With automation the insurance company could have bots at work that could look at the letter and start making sense of it. The bots could extract simple account information like customer name, the account number, claims number, and so on.”

These simple tasks can be automated to save time, using cognitive technologies to take the repetitive tasks away from the customer service agent and allowing them to do more highly skilled work. But bots don’t stop at automating just the repetitive work. Cognitive bots can figure out information about when the claim was filed, and how long the customer has been waiting.

In the example of the upset customer, the bots can actually look at the content of the letter and perform sentiment analysis. This tells the bot that the negative sentiment, or nature, of the letter means that the customer is upset. The bot can then escalate the issue to a live human and even file it under claims not fulfilled.

There are also predictive capabilities in the automation process where data is analyzed to predict that this long-term customer might actually leave based on this situation, and then escalate the issue to a supervisor for human intervention.

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