What is Intelligent Automation?

Deloitte explains how their team used bots with natural language processing capabilities to solve this issue. You can also check our article on intelligent automation in finance and accounting for more examples. Most RPA companies have been investing in various ways to build cognitive capabilities but cognitive capabilities of different tools vary of course. The ideal way would be to test the RPA tool to be procured against the cognitive capabilities required by the process you will automate in your company. Even if the RPA tool does not have built-in cognitive automation capabilities, most tools are flexible enough to allow cognitive software vendors to build extensions.

types of automation

Let’s see some of the cognitive automation examples for better understanding. Consider the example of a banking chatbot that automates most of the process of opening a new bank account. Your customer could ask the chatbot for an online form, fill it out and upload Know Your Customer documents. The form could be submitted to a robot for initial processing, such as running a credit score check and extracting data from the customer’s driver’s license or ID card using OCR. Packaging up a set of services that combine AI and automation capabilities provisioned via a commercial or private app store. This is, essentially, the evolution of offerings such as Microsoft Cognitive Services.

Explore Comidor Cognitive Automation capabilities through Supportive ML models

what is cognitive automation intelligence is dynamic and progressive and can extend the nature of the data it can interpret. Also, it can expand the complexity of its decisions compared to RPA with the use of OCR , computer vision, virtual agents and natural language processing. Also, cognitive intelligence’s level of technology helps it learn on the job. If it meets an unexpected scenario, the AI can either resolve it or file it out for human intervention, and an RPA robot would have broken down. Robotic process automation does not require automation, and it depends more on the configuration and deployment of frameworks. The technology of intelligent RPA is good at following instructions, but it’s not good at learning on its own or responding to unexpected events.

automate processes

There are many more applications of automation for structuring processes, including process strategy, modeling, implementation, execution, monitoring and control, and continuous process improvement. Thus, intelligent process mining ensures highly efficient processes consuming less time and lower costs. Experts believe that complex processes will have a combination of tasks with some deterministic value and others cognitive. While deterministic can be seen as low-hanging fruits, the real value lies in cognitive automation. At the heart of a Cognitive Automation platform is a harmonized, contextual, and open data layer that is a real-time representation of the enterprise. It not only combines internal, external, and physical data, but it also retains the memory of all decisions — and their results — to learn how to improve future recommendations.

Cognitive automation makes RPA even better

While these are efforts by major RPA vendors to augment their bots, RPA companies can not build custom AI solutions for each process. Therefore, companies rely on AI focused companies like IBM and niche tech consultancy firms to build more sophisticated automation services. Furthermore, we intend to clarify the positioning of cognitive automation at the intersection between BPA and AI by specifically considering its most prevalent technical implementations, i.e. Ultimately, this shall contribute to a more realistic, less hype- and fear-induced future of work debate on cognitive automation. In cognitive automation, various professions, disciplines and streams of research intersect, particularly the fields of Cognitive Science, Automation Research, and AI. All of these contribute different concepts helping to understand cognitive automation.

What are the key differences between RPA and cognitive automation?

‘RPA is a technology that takes the robot out of the human, whereas cognitive automation is the putting of the human into the robot,’ said Wayne Butterfield, a director at ISG, a technology research and advisory firm. RPA is a simple technology that completes repetitive actions from structured digital data inputs.

This is closely related to the so-called “AI effect” (Haenlein & Kaplan, 2019), which describes the tendency of humans to only call something AI that is yet not feasible. Once it is technically feasible, they do not call it AI anymore but simply computing. To grasp the most relevant implementation of cognitive automation here, we briefly introduce the basic concepts of ML.

RPA vs Cognitive Automation: Understanding the Difference

If you want to extend the reach of an organization’s intelligence en masse, you have to train your AI to focus on the new, complex and high-stakes decisions and model predictions and recommendations based on these. We feel strongly about cognitive automation, cognitive operating systems, and transforming companies into ‘self-driving’. You can also use both to automate your day-to-day tasks and enable automated business decision-making. Cognitive Intelligence aims to imitate rational human activities by analyzing a large amount of data generated by connected systems. These systems use predictive, diagnostic, and analytical software to observe, learn, and offer insights and automatic actions. RPA requires some newly evolved technologies to adopt the automation cognitively.


Cognitive automation is a sub-discipline of AI that combines the capabilities of human and machine. It uses various techniques to simulate human thought process, such as machine learning, natural language processing, text analytics, data mining, and pattern matching. For instance, the call center industry routinely deals with a large volume of repetitive monotonous tasks that don’t require decision-making capabilities. With RPA, they automate data capture, integrate data and workflows to identify a customer and provide all supporting information to the agent on a single screen. Agents no longer have to access multiple systems to get all of the information they need resulting in shorter calls and improve customer experience. Seetharamiah added that the real choice is between deterministic and cognitive.

Cognitive Automation Applications

If not, it alerts a human to address the mechanical problem as soon as possible to minimize downtime. ServiceNow’s onboarding procedure starts before the new employee’s first work day. It handles all the labor-intensive processes involved in settling the employee in. These include setting up an organization account, configuring an email address, granting the required system access, etc.


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