IGNITE: AI in back office and client centres – solution showcase
Practical demonstration of implementing Artificial Intelligence solutions, specifically combining large language models (LLM), optical character recognition (OCR) and more, to facilitate and streamline the work of internal teams, whether it be in finance, sales, quality, or customer support. The entry point into the processes often involves a multitude of unstructured documents and textual data with higher variability, and the output is structured, computer or human-readable information.
Generative AI is changing process automation: it can describe work with documents in everyday language and handle exceptions as well. The talk presented two practical tools: Cognito for automating document-intensive workflows and a chat over your documents with verifiable sources. Both are already running with real customers, from manufacturing companies to banks. The Cognito tool automates business processes in a language that people—not just programmers—understand. Compared to classic RPA, control shifts to the business user, and generative AI helps build and maintain processes as they change. When information is missing or a deviation occurs, the system asks for the correct course of action and remembers the choice. Advances in large language models also make it possible to work with a much broader range of texts and scanned documents. Step definitions in Cognito look like simple pseudocode, yet in practice they’re written even by people without a background in software engineering. This brings automation closer to the teams that actually own the processes. We use it in areas such as accounting, procurement, sales support, and quality management.From RPA to processes the business understands
