Cologne/ Düsseldorf - Another Monday, the leading provider of Robotic Process Automation (RPA) in the German-speaking region and Cognigy, the world's leading provider of Conversational AI, today announced their strategic partnership. The combination of Another Monday's RPA software suite, the AM Ensemble, and Cognigy's Conversational Automation platform is expected to deliver an optimized user experience by significantly shortening response times in customer communication through cognitive chatbots and voice assistants for the end customer.
The requirements for constant accessibility and the associated speed have risen rapidly in recent years as a result of digitalisation and changes in customer behaviour. An increasingly popular technology in communicating with customers are chatbots. Enterprises are using this technology as a new, informative communication channel alongside telephony, email and live chat for direct customer service to deliver immediate, automated answers to routine customer questions.
RPA is another automation technology that companies use to improve customer service. However, there is a significant difference between these two. RPA bots automate repetitive tasks in such different areas as accounting, finance, human resources and IT. Users save time by automating hundreds of clicks to repeat a single task, such as processing claims or filling out forms. A Conversational Bot in the form of a chatbot or language assistant orchestrates all necessary tasks within a workflow based on transactions and communicates them via a chatbot user interface. In addition to an substantial time savings, a new user interface offers the end user a new user experience, which leads to higher customer satisfaction thanks to the information goal guidance.
Because RPA bots act just like a human employee via the user interface, the combination of both technologies makes it very easy to help with complex and unique customer problems. The chatbots cause the RPA bot to perform certain tasks as requested by the customer. The RPA bot, which is already integrated into various backend applications and databases, can quickly retrieve the information requested by the chatbot and respond immediately to the customer’s questions or demands. This internal process is lightning fast, so that the challenge is solved quickly and efficiently. In conclusion, the integration of chatbots with RPA bots is essential. These two combined forces provide a seamless customer service experience and create the Modern Chatbot.
"Fast interactions with the customer are playing an increasingly important role in our digital world. By working with Cognigy, Another Monday is taking another important step in creating a partner ecosystem to enable increasingly efficient delivery of RPA to businesses. To offer our customers the best possible platform, we are now looking forward to working closely with Cognigy, whose chatbots offer an opportunity to successfully deploy "digital employees" and thus significantly shorten response times to customer enquiries," explains Hans Martens, CEO and founder of Another Monday.
"We are particularly pleased to welcome a visionary of the Gartner Magic Quadrant for RPA Software 2019 in our Technology Partner portfolio. With one of the largest bot farms globally and an RPA architecture "made in Germany", Another Monday have established tehmselves as RPA experts. Linking two key automation platforms - RPA and Conversational Process Automation - leads to even greater cost savings through effective transactions of two coordinated bot functions, RPA bots and chatbots," said Sascha Poggemann, co-founder and COO at Cognigy.
About Another Monday
According to renowned analyst firms such as Aragon, Forrester and Gartner, ANOTHER MONDAY is one of the world’s most innovative providers of intelligent process automation. In just four years, we have automated more than two billion transactions and successfully implemented and managed more than 10,000 robots. With the unique ability to scale RPA together with our customers, we are slowly converging from our position as hidden champion. The proof: With our employees - and RPA as a methodology - ANOTHER MONDAY controls the world’s largest bot farm within a company. The equivalent of over 1,850 full-time employees who we were able to free from monotonous and repetitive tasks.
Cognigy is a global leader in the Conversational AI marketplace, with a highly flexible enterprise Conversational AI Platform to build advanced, integrated conversational automation solutions through the use of cognitive bots. Hosted On-Premises or SaaS, leading organizations have standardized on Cognigy. AI to accelerate their adoption of conversational interfaces (bots, assistants and skills), while integrating with existing RPA systems of record, all with enterprise governance (security, administration and compliance).
Another Monday Service GmbH Germany
Nicole Nuppenau - Public Relations
Brüsseler Straße 89-93
50672 Cologne, Germany
Phone: 0049 221 46783700