RPA and Machine Learning in Action: Email Management - Jidoka

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RPA and Machine Learning in Action: Email Management

RPA y Machine Learning en acción: gestión de correos electrónicos
20 February, 2019

In its most general sense, we understand “process automation” as the use of the power of technology to perform certain actions usually carried out by people. But if we analyze these actions in detail, we can clearly see the variety of tasks involved in a process, and that not all technologies are “good for everything”.

A technology like RPA (Robotic Process Automation) is the ideal solution for automating tasks based on rules, which are repeated mechanically over and over again. As we always emphasize to our customers, software robots are not “smart,” they do exactly what we tell them to do. But much faster, without errors and without interruptions.

When it comes to automating a process, sometimes we find ourselves with tasks that require the analysis and interpretation of information in order to make certain “decisions”. A Jidoka robot, when faced with an action of this type, has the capacity to request the intervention of the best performer: a person. This is what we call collaborative robots or COBOTS.

But there is another path that we are following and that allows us to grow in typology and complexity of automated processes, it is the integration of RPA with other technologies. This is the case of the alliance between Jidoka and BigML, which we have recently announced, which has allowed us to provide Machine Learning capabilities to our RPA process automation platform.

To explain the advantages and possibilities offered by this integration, today we present a practical example of the application of both technologies, Jidoka’s RPA and BigML’s Machine Learning to automate an e-mail classification process, a use case that will be presented by our CEO, Víctor Ayllón, at #MLSEV, the first Machine Learning School in Seville (Spain), which will be held on March 7-8.

Imagine for a moment that you are responsible for the customer service department of a large company. You and your team receive on a daily base a huge number of customer e-mails that are addressed to different departments of the company. You spend a lot of time processing these e-mails and redirecting them to the most suitable department to deal with the customer’s request, using an incident management tool for this task. As it is a process that is done manually, opening and processing emails one by one, you are conscious of many requests are not dealt with as quickly as would be desirable and you ask yourself the big question: how can I make it more agile?

The integration of RPA+ML can be the answer. We explain it to you in a short video that describes step by step how these two technologiescooperate to automate this process from start to finish, focusing on what each one can “do best”.

Jidoka’s software robot takes care of repetitive and mechanical tasks: it opens the mailbox and checks for unread emails, extracts their contents and accesses the Machine Learning tool for analysis.

On the other hand, BigML is in charge of processing and interpreting the information contained in the mails, in order to identify, by means of a predictive model, which department they are related to.

But automation is not over here. Once the target department has been determined, the Jidoka robot resumes the process and uses BigML prediction to assign a task to the relevant department, using the company’s ticket or incident management platform (in this case Atlassian JIRA).

In this way, using different systems and corporate applications (email manager, task management tool, etc.), RPA and ML complement each other in the execution of the process, and together they make it automatized and faster.

Do you want to see it in action? Here’s the video of the automated process:

 

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