Revolutionize Business Productivity with Agentic Process Automation

The solutions we deliver can automate multi-step processes that previously required the skills and reasoning of a human agent. Using historical data, we can train AI to make decisions and perform like a human agent.  

The automations we are building will consist of three phases: 

1. The solution receives a request from the customer, from any channel.
2. The AI identifies the content of the request.
3. The AI selects and executes actions related to the request based on historical information.

Typical examples are order processing, delivery of product information or product instructions, quotation generation, logistics processes, purchase invoice processing, various customer service situations, etc.  

However, the possibilities are not limited to these; it is possible to build automation into any process that includes the following elements: 

A customer who needs to find, enter or change information that is part of one of your company's business processes. We are talking about a customer, but it can also be an internal user with a similar need. 

The channel or channels through which the customer makes their request - for example, email, web chat, call centre, WhatsApp or Messenger. 

One or more systems that operate the process. This could be a CRM, ERP, a ticketing system or even a partner's system. 

A human agent whose job is to receive a customer's request and carry it out by operating systems.  

Organisation-specific data on how requests have been handled in the past. This is typically found in the information systems used in the process. 

We will work with you to help ensure that the implementation both meets your business needs and fits in with the rest of your IT architecture. 

As far as it makes sense in terms of the objectives. It is not always worth aiming for full automation. 

In its simplest form, automation can mean that AI collects requests from different channels, identifies and classifies their content and builds a work queue for human agents to process.  

At the other extreme, there could be full automation of order processing, for example, where AI performs the workflow from start to finish. 

Traditional RPA solutions can automate well-defined recurring tasks, but they are not goal-oriented and cannot perform tasks that require decision making.

Agentic Process Automation solutions, however, are both goal-oriented and capable of decision making. They are trained in historical data on how the tasks they are performing, have been solved previously by human agents. That enables them to make the same decisions humans would.

But they are also driven by a goal, which means that they are capable of autonomously learning new ways of performing the given tasks with even higher efficiency.

No.

While Agentic Process Automation can be utilized similarly as a chatbot, i.e. in a customer support role, the two are distinctly different. Agentic Process Automation utilizes different AI Agents to

• understand what the customer wants
• deliver the information the customer needs
• perform the task (e.g. change the due date of an invoice) that the customer requires help with.

A chatbot can only give answers, it cannot perform tasks. It also can’t make decisions or act in a goal-oriented way. Often, chatbots even struggle to understand what the customer needs.

We use a variety of low-code platforms, which allow us to deliver solutions quickly, without requiring major changes to the system infrastructure – or a traditional IT project.
The solutions we deliver consist of three components:

• Tungsten Automation's Total Agility automation platform, which we use to build automated workflows.
• Cognigy AI agents that serve customers across channels and identify their needs.
• Lekab Business Messaging services to manage and operate different messaging channels in an integrated way.