Cognitive Business Operations are processes and decisions that can sense, respond, and learn. These processes and decisions can learn from structured and unstructured data to improve the quality and consistency of decisions, and the aptitude and effectiveness of knowledge workers to deliver exceptional customer experiences. Harnessing formerly undiscoverable insights, you can identify and resolve issues that your organization was previously unaware ofâ€”while shortening the path to decision and action. As a result, your business operations, processes, and decisions get smarter the more you use them.
Cognitive Business Operations can be business decisions running on IBM Operational Decision Manager infused with Cognitive capabilities, or also include processes running on IBM Business Process Manager.
This article will focus more on the subset of CBO solutions which include ODM based decisions many of which can also include processes. There are some Process specific solutions which can be found on this corresponding article
Route work automatically relates to managing large quantities on unstructured content, often in realtime. The CBO solution is provided the content and can classify, understand the sentiment and tone or look for key terms that can be provided to an ODM rule based routing decision which decides whether to route to existing processes, systems or knowledge workers.
Assist employees with process tasks relates to in a process context having access to unstructured content which Cognitive services can understand and learn from. It can provide this information to a knowledge worker to enhance productivity. ODM rule based decisions are not often used in this pattern
Intelligently automate self service allows solutions to use Cognitive services to understand and learn from interactions and provide scoring around intent. This can be used either in by supplementing the cognitive scoring with ODM rule based decisions which implement business policies to decide how to act, or provided to knowledge workers within a process content to assess and decide.
Analyze Images to improve operations relates to understanding of image or video content and deriving an understanding of what the image content is ie human face, color of clothes, vehicles etc. This is provides to process, or knowledge worker for further analysis. ODM rule based decisions can often be very useful with this pattern as multiple things can be be found at the same time and some priority may be required to decide how to prioritize and act.
Detect situations and react relates to detecting situations when some action should be taken. Many systems which cannot leverage unstructured content will miss many situations. The CBO solution can use the Cognitive Services to understand and provide actionable insight using events or interactions which are of interest and forward onto the ODM based Situational detection solution. By knowing more about what is happening within a business and interactions with its customers there is a greater ability to detect situations to improve customer satisfaction, protect, and encourage additional business opportunities with those clients