Cognitive Customer Service: exploring Cognitive Automation and Customer Interactions
The workshop started with the modelling of selected business processes, particularly related to service orders in vehicle leasing companies. Our presenters discussed cognitive processes involved in customer interactions, such as car workshop operations, invoice acceptance and cost estimation. The participants were encouraged to actively participate and jontly model a process involving registering a case via email.
Can human errors be eliminated with the help of AI?
The different sections of the workshop involved discussions on Artificial Intelligence, natural language understanding and the practical aspects of preparing and labeling documents for automation based on structured or unstructured data.
Marcin and Tomek also talked about the areas within the process where mistakes can be made by employees and the need for employees to interpret subjective data presented in documents. During the discussion, the participants identified several key points related to the business process. They acknowledged the potential for human errors to occur in various stages of the process and highlighted the presence of documents, both structured and unstructured, such as estimates, invoices, and service order notifications.
Let us consider the importance of Cognitive Process Support or Cognitive Automation and what it really means for business today. It is important to remember that for those business processes that occur in organizations, usually there is no standard way to implement automation. However, the tools that are currently being developed, such as the use of Artificial Intelligence or natural language understanding, aim to allow us to transfer certain cognitive processes that we, as decision-makers, use on a daily basis to the system level. Marcin Majka
Product Owner of Fintin
Check out our summary of TUATARA’s involment in e-Leasing Day 5.0 on our blog.