A Cognitive Automation platform must capture and digitize your organization’s cognitive processes and business rules to enable augmented and automated decision making across the enterprise. Scope RPA utilizes structured data to execute monotonous human tasks that are rules-based and do not require cognitive thinking (e.g. responding to inquiries, performing calculations, and managing records and transactions). RPA tools without cognitive capabilities are relatively dumb and simple; should be used for simple, repetitive business processes. Building up on and extending the conceptual and terminological foundations presented in the previous section, we present an integrated conceptualization of cognitive automation in this chapter (see also Fig. 1). We explicitly demonstrate how technology, phenomena and automation targets are related to reach an integrative multi-facetted view of cognitive automation.

RPA has helped organizations reduce back-office costs and increase productivity by performing daily repetitive tasks with greater precisions. Tasks can be automated with intelligent RPA; cognitive intelligence is needed for tasks that require context, judgment, and an ability to learn. Processes require decisions and if those decisions cannot be formulated as a set of rules, machine learning solutions are used to replace human judgment to automate processes. It takes unstructured data and builds relationships to create tags, annotations, and other metadata.

The Importance of Data Cleansing and Pre-Robotics Solutions for RPA

The automation unit of the RPA is Bot which should have key features Interfaces which are programmable and should have proper integrations unit. Robotic Process Automation and Cognitive Automation, these two terms are only similar to a word which is “Automation” other of it, they do not have many similarities in it. In the era of technology, these both have their necessity, but these methods cannot be counted on the same page. So let us first understand their actual meaning before diving into their details. All the information are sent to the RPA robot and it “uses” these data in the process.


This is the aspect of cognitive intelligence that will be discussed in this article from now on. Our Advanced Monitoring enables the ability to proactively monitor automation solutions at extremely granular levels. Be notified in near real-time using the messaging platform of your choice and automatically create incident tickets when specific issues arise using the service management platform of your choice . RPA is a process-oriented technology and uses rule-based principles to work on time consuming tasks. Cognitive automation is knowledge-based and defines its own rules by understanding human conversations and behaviors. Cognitive Automation provides a collaborative solution by combining the strengths of human, i.e. deep thinking and complex problem solving; and machine, i.e. reading, analyzing and processing huge amounts of data.

Using automation to get the best of Human Resources

With it, Banks can compete more effectively by increasing productivity, accelerating back-office processing and reducing costs. Finally, the world’s future is painted with macro challenges from supply chain disruption and inflation to a looming recession. With cognitive automation, organizations of all types can rapidly scale their automation capabilities and layer automation on top of already automated processes, so they can thrive in a new economy.

Is cognitive automation pre programmed?

AI and Cognitive Computing Are Not One and the Same

They all have pre-programmed set of instructions or responses and they only respond to limited number of requests. But Cognitive computing make systems smart enough to think and respond without pre-programmed sets of instructions.

Findings from both reports testify that the pace of cognitive automation and RPA is accelerating business processes more than ever before. As a result CIOs are seeking AI-related technologies to invest in their organizations. The second component of intelligent automation isbusiness process management , also known as business workflow automation.

The 3 components of intelligent automation

AIMultiple informs hundreds of thousands of businesses including 55% of Fortune 500 every month. Empirically exploring the cause-effect relationships of ai characteristics, project management challenges, and organizational change.16th International Conference on Wirtschaftsinformatik (pp. 1–17). All of these create chaos through inventory mismatches, ongoing product research and development, market entry, changing customer buying patterns, and more.

What are the three main goals in cognitive therapy?

The goal of CBT is to help the individual understand how their thoughts impact their actions. There are three pillars of CBT, which are identification, recognition, and management.

By transforming what is cognitive automation and service work through cognitive automation, organizations are provided with vast strategic opportunities to gain business value (Coombs et al., 2020). Through these new automation opportunities, companies can gain competitive advantage by enhancing process efficiency and effectiveness (Zarkadakis, Jesuthasan, & Malcolm, 2016). Therefore, cognitive automation is a strategic enabler of business transformation and productivity improvements, driving enterprise, customer, and employee value (Lacity & Willcocks, 2018b, 2021). This is reflected in the market size of cognitive automation that in 2020 was estimated on a level between $50 billion $150 billion (Lacity & Willcocks, 2021). Furthermore, BPA approaches such as ML-facilitated BPA, RPA, and WfM are predicted to evolve beyond company boundaries facilitating the automation of interorganizational transactions (Lacity & Willcocks, 2021). This causes large impact on business ecosystems and electronic markets, ultimately impacting the future of work.

Sales experience (Bookmyshow & Splunk)

If not, it instantly brings it to a person’s attention for prompt resolution. For instance, Religare, a well-known health insurance provider, automated its customer service using a chatbot powered by NLP and saved over 80% of its FTEs. The organization can use chatbots to carry out procedures like policy renewal, customer query ticket administration, resolving general customer inquiries at scale, etc.


Machine Learning helps Robotic Process Automation recognize patterns and improve through experience. This enables Intelligent Process Automation to take on more complex and advanced processes than Robotic Process Automation alone. Cognitive automation can help care providers better understand, predict, and impact the health of their patients. Cognitive automation can perform high-value tasks such as collecting and interpreting diagnostic results, dispensing drugs, suggesting data-based treatment options to physicians and so on, improving both patient and business outcomes. For instance, at a call center, customer service agents receive support from cognitive systems to help them engage with customers, answer inquiries, and provide better customer experiences.

Cognitive automation vs RPA

And if you are planning to invest in an off-the-shelf RPA solution, scroll through our data-driven list of RPA tools and other automation solutions. Make automated decisions about claims based on policy and claim data and notify payment systems. Think about the incredible amount of data flow running through a financial services company for a moment. As companies are becoming more digital daily, we will use the example of a structured, accurate, online form. Cognitive automation is a blending of machine intelligence with automation processes on all levels of corporate performance. As RPA and cognitive automation define the two ends of the same continuum, organizations typically start at the more basic end which is RPA and work their way up to cognitive automation .


Social Services – With the use of cognitive technology and RPA, insight is extorted from the data. This further helps in developing the personalized technical services plans and get the idea of the vulnerability from a microscopic view. It also results in better provisions for protecting for at risks groups. Our CA Labs Insights solution was designed with digital transformation at the front of mind.

But where previously domain expertise was modeled on decision making for monotonous and easy decisions, new, stronger AI can deal with the complex decisions — where executive function is normally required from humans. Robotic process automation guarantees an immediate return on investment. Since intelligent RPA performs tasks more accurately than humans and is involved in day-to-day tasks, organizations immediately experience their effect on production.

  • Let’s see some of the cognitive automation examples for better understanding.
  • Consequently, organizations will have to adapt structures and organizational practices and align the new technology with a comprehensive strategy regarding the future of work (Zarkadakis et al., 2016).
  • Robotic process automation does not require automation, and it depends more on the configuration and deployment of frameworks.
  • Machine Learning helps Robotic Process Automation recognize patterns and improve through experience.
  • 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.
  • What we know today as Robotic Process Automation was once the raw, bleeding edge of technology.
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