Improve CX and More with Cognitive and Process
By Jim Sinur
It doesn’t matter what style of process you are working with; from very structured and stable processes to emergent and case-based processes, cognitive can add significant boost to the effectiveness of a process.
Even if you have small snippets of process that get composed together in advance or instantly, cognitive can add significant value. I’d like to explore the value streams of cognitive and process together yielding higher thinking applied to process in this post.
Better Customer Relationships
Customers love when you know about them and what they are trying accomplish. A cog (short for cognitive service) could be employed against customer preferences to give them a user experience online or over the phone that matches the customer.
A cog could be used to listen to the customers words (written or spoken) to measure mood at the moment and match it against history for their personal tendencies (also determined by a cog). The customer service rep could be given dynamic instructions from a circumstance-based cog to enhance the experience for a specific customer in a specific situation.
Better Employee Satisfaction
We ask our employees to be pretty specialized, which is pretty boring for most people. Imagine what people could do if cogs could be assisting employees to help with all kinds of tasks that would normally be out of their normal “wheelhouse” of activities.
Most employees would appreciate learning new knowledge, skills, and actions delivered just in time for the context in front of them. This makes employees more satisfied and qualified to advance to more challenging work.
Better Outcomes from Actions
People aren’t able to keep up with the speed and complexity of emerging work types without some help. With the help of cogs, process mining, machine learning, and compound analytics, people and software can be supercharged to find optimal outcomes for all parties involved under many circumstances.
As business becomes more complex and fast when linked with the Internet of Things (IoT), cognitive will play a bigger role. In fact, innovation will likely be spurred on by cognitive opportunities.
Better Resource Leverage
Resources can be dynamically linked with decisions or actions to find the best resource at any point in time to deliver results. In situations that are goal driven, cogs can apply intelligence to work allocation and completion. The cogs can slide the goals up or down and balance conflicting goals while leveraging optimal use of resources.
Dynamically Optimized Processes
Processes can be cobbled together just in time to optimize multiple goals. In fact, smart cogs can swarm to bid to service cases or process instances. Processes designed to deal with emergent conditions cogs, process mining, machine learning, and compound analytics could bid to serve the goals on the edge (distributed control) instead of reporting to central process control.
Cognitive can be pretty powerful to serve managing work in all kinds of processes. The innovation coming out of this combination of digital technologies in pretty exciting. These two will be included in most digital business platforms offered in the market place eventually.