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How Did They Build It? AI-Powered RPA Monitors Customer Sentiment

By DAVID Jenness posted Thu September 09, 2021 07:53 AM


A team from Salient Process, a leading IBM Business Partner, submitted a unique application to the IBM Build-A-Bot Challenge that combines RPA, Watson and several capabilities from the IBM Cloud Pak for Business Automation. The solution combs e-mails for signs of customer dissatisfaction and then, based on certain business rules, launches one of several workflows to address the customer’s issues. It’s both simple and complex and has implications for any company that wants to get proactive about customer engagement.

Join AIIM and IBM on Wednesday, September 15 at 2 PM ET as we talk to the Salient team about how they conceived and built the application.  We’ll have as guests Pooja Jain, Salient’s AI Director, who spurred the company to build the app, and Eric Ducos, Salient’s CTO, who helped coordinate the team and manage the project.

To register for this free webcast, click here.

According to Ducos, it was Jain who worked up several ideas for the Build-A-Bot Challenge, a few in each category: “RPA to Improve My Workplace” and “RPA to Address a Social Challenge.” “She had some very good ideas,” he said, “but ultimately, we had to pick one where we already had some expertise, because we needed to complete it in about a week.”

How did they identify candidates for AI-powered Automation?  “We looked at processes within our company that people were doing manually already,” says Jain. “We have a dedicated team in customer support, who monitor our support inbox and then determine steps to address customer issues. So we decided, why not automate the entire process and use RPA to connect all the elements?”

Take a look at Salient’s short video demo.

Salient’s Ducos said the concept behind the solution is pretty simple. “We basically have an IBM RPA bot that looks for various feeds and, using IBM Watson Natural Language Classifer, identifies the sentiment of a customer and then Operational Decision Manager (ODM) decides what processes should be started that would best cater to the need, and then it triggers Business Automation Workflow (BAW) to apply the appropriate set of tasks and actions to satisfy the customer. The RPA is what orchestrates and connects all the moving parts.”

The team is planning to implement the solution internally, and they are optimistic that other organizations could benefit from the solution as well.  Join us as we get the Salient team to open up about their approach to AI-powered Automation, lessons learned along the way and where they go from here. If you have a question that you’d like me to ask, just type it in comments below and I’ll give you a shout out when I ask the question.

I hope to see you there.




Thu September 16, 2021 07:06 PM

Amazing work Eric Ducos and Salient team!