Read this article about Cognizant Technology Solutions, one of our finalists, in the category Best Achievement in Technology Enabled Process Automation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

Technology Enabled Process Automation in Cognizant Digital Operations

Cognizant leverages our core “DO, THINK, LEARN” paradigm to provide customers with high impact solutions.

Strong and diverse solution options is a must for complete business process automation

Based on the nature of industry processes, there is a need for bringing together a variety of 3rd party products and in-house industry specific IP that can deliver on the Do, Think, Learn paradigm. Cognizant partners with a number of leading technology providers in this space, supported by in-house solutions to fill the void.

With the applicability of automation across all organization disciplines – Customer, Business and IT, Cognizant established HiveCenter – to provide an integrated portfolio of services, platforms and solutions that delivers the collective power of automation across business operations, IT operations, and application engineering.

To drive enterprise wide automation, a service line based top-down approach is the right way to understand and discover opportunities. The right solution may not always be to automate but to re-engineer or explore alternate solution options before automation. With a well-defined automation strategy, applying lean-enabled methods results in the creation of a Target Operating Model with technical, operational & economic feasibilities established.

Cognizant follows a three-lifecycle approach that includes – advisory, implementation and support

Advisory – With an aim to lay the right foundation for automation through workshops with process experts and all other stakeholders – IT, Legal, Risk and Compliance to produce a roadmap of opportunities and most importantly plan for managing change. In addition, a Target Operating Model with humans and bots working together to achieve outcomes is established.

Implementation – Implementing identified opportunities in an agile model that helps progressively improve the level of automation and to bring in human cognition to bot design. More complex automations that include natural language processing, artificial intelligence (AI), sentiment analysis and self-learning will involve good level of training data to create optimal solutions.

Operate - Monitoring alerts/exceptions, managing bot schedules, optimizing bot usage and continuous improvement measures form the key themes for the operate phase. In addition, solution upkeep for accommodating changes to business applications is taken up for process change management. Operational analytics aided by Cognizant’s Command Center ensures measurement of key metrics and KPIs.

Customers need flexibility based on their charter, investments and maturity

With different levels of maturity in Customer organizations, Cognizant engages in multiple models – from offering Pod teams with all required roles for executing an automation program, to tailored menu based services or a complete end-to-end Robotics as a Service model. Customers pay for every Pod team or based on services or for gains realized from the automation program.

Our bots process very core and critical transactions and do a significant heavy-lifting across industries

A range of implementations from generation of reports to be filed in the Bank Secrecy Act website or handling Case safety in the Pharma industry or assisting agents identify the right Medical rep for a penalty heavy process, bots today process significant value and volume. Bots drive outcomes much beyond efficiency – customer experience, compliance, new revenue, and quality.