How Cognitive Automation Tools Improve Customer Service Decision-Making Consider you’re a customer looking for assistance with a product issue on a company’s website. Instead of waiting for a human agent, you’re greeted by a friendly virtual assistant. They’re phrased informally or with specific industry jargon, making you feel understood and supported. In this domain, cognitive automation is benefiting from improvements in AI for ITSM and in using natural language processing to automate trouble ticket resolution. Although much of the hype around cognitive automation has focused on business processes, there are also significant benefits of cognitive automation that have to do with enhanced IT automation. Cognitive automation describes diverse ways of combining artificial intelligence (AI) and process automation capabilities to improve business outcomes. Cognitive automation tools such as employee onboarding bots can help by taking care of many required tasks in a fast, efficient, predictable and error-free manner. This can include…
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