\"Traditionally enterprises have relied heavily on past experience in order to predict the future,\" said Milan Sheth, technology sector leader and intelligent automation lead at EY. \"What makes a cognitive approach different is that these systems are designed to learn and built to change based on the captured knowledge base. They also have an ability to identify patterns and linkages between data elements that the enterprises might not even know existed.\"
He said that in the future 15-20% of contextual and judgement based processes would be automated using technologies<\/a> such as natural language processing<\/a> and machine learning<\/a>.
For instance, a telecom company was receiving thousands of emails daily on its official consumer complaints ID.
Applying a variety of cognitive tools<\/a> such as sentiment analysis on these emails, a bot segregated the emails into five categories given the tone of the mail and keywords used. These were then prioritised and directed to a person who was an expert on that query, speeding up processing times and improving the customer experience.
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