We hit a wall when our rule-based bots started getting stumped by unstructured data - an email with unique customer feedback, and a contract with non-standard language.​ We evolved.​ We began integrating Artificial Intelligence (AI) and Machine Learning (ML) capabilities into our RPA fabric.​We added optical character recognition (OCR) to "read" documents, natural language processing (NLP) to understand customer emails, and machine learning models to make predictions and classifications.​ Our bots were now starting to understand and learn.