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Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
Learn moreHow unlocking sustainability propels benefits that exceed expectations
Learn moreAt Cognizant, we help our clients do what others can’t—operate with human insight, but at superhuman speed. So they get ahead. And stay ahead.
Learn moreAt Cognizant, we help our clients do what others can’t—operate with human insight, but at superhuman speed. So they get ahead. And stay ahead.
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Cognitive computing refers to technology platforms influenced by cognitive science to simulate the human thought process and encompass artificial intelligence and signal processing. This may include capabilities like machine learning, reasoning, natural language processing (NLP), speech and vision recognition, human-computer interaction (HCI) and more.
Cognitive systems can simulate human brain activity to solve the most complex problems in business process management. It can accelerate, enhance and scale human expertise by:
Transitioning from traditional business processing to cognitive business processing requires systematic execution and adoption. To be cognitive, the process must think and learn on top of the traditional framework. This process involves enriching the traditional process with knowledge, enhancing the system with decision-making and expanding the business with insights.
The overall approach can be subdivided into four high- level phases:
In healthcare, hospital care management systems can leverage data from social media to examine the spread of diseases and track the outbreak of pandemics. For example, during the outbreak of dengue fever in a city, hospitals can monitor Twitter feeds to identify symptoms experienced by the public. Technologies such as geolocation can identify local tweets; natural-language processing can be applied to determine which tweets concern a particular ailment. Such real-time analyses can help health insurance providers to track and predict outbreaks and take proactive measures, such as urging community members to get vaccinated or stock up on supplies.
In banking, cognitive business process management (BPM) is widely used to determine customer satisfaction. For example, when customers are approved for a loan, they are directed to the bank’s loan- servicing department, which ensures proper payment collection, as well as any changes to the payment plan. This involves inbound and outbound calls that generate call transcripts. By applying cognitive analysis to this process, the bank can then determine whether its employees are asking the right questions, how polite they are, and whether they are working efficiently. The net result is inevitably a better experience for the customer and the bank.
In customer service, companies can use cognitive technologies to analyze information from customers in the form of letters, email or other communication. For instance, when handling customers with strong negative sentiments, companies can deploy sentiment analysis. This will help direct those customers to the employees who can best serve them, which will in turn boost customer satisfaction.
In recruiting, managers faced with hundreds of applications for dozens of openings typically spend enormous amounts of time trying to identify the best candidates, using just simple intuition and other limited tools. Cognitive computing can change all this, as it looks beyond the formal attributes of candidates (such as their degrees or years of work experience) and incorporates more modern techniques of data collection.
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