Streamline Information Flow

Time consuming manual review/appeal processes while also managing rate and policy recommendations can be complicated.

Ensure KYC Compliance and Reduce Fraud

Know your Customer (KYC) requires gathering data from multiple disparate systems, of which many may be 3rd party sources. These multiple logins, various systems, and repetitive data extraction is time consuming and error prone due to the sheer volume of information. Improved compliance and reduced fraud are top C-suite mandates, all while reducing customer handle time and improving customer satisfaction. Many of these goals may be competing for the same resource mindshare and provide a golden opportunity for automation.

Intelligent automation using RPA allows humans to deal with exceptions and anomalies while the straight-through processing and mundane data management can be automated, effectively improving human satisfaction and reducing fraud, cost, and errors by allowing humans to focus more on the high-value or high-risk interactions.

Protect Personal and Confidential Data

Managing policies, claims, refunds, and even litigation requires handling mountains of personally identifiable information (PII). Even as agents and representatives are heavily trained in handling this confidential data, there are ever expanding touchpoints with more people, systems, and processes that result in potential areas of exposure. With a focus on efficiency and accuracy as the most common automation use cases, there is a strong movement to focus Automation on the capture and handling of PII as a key step in reducing exposure/leakage risk. Once PII is in the enterprise system, data is handled well with a long track record of success – but the data capture and entry points can be automated to further remove the additional risks.

Robots can read, process, and enter information quickly and accurately without errantly exposing confidential details. This allows humans to interact with the now obfuscated data once the legacy/master systems have been engaged and data has been encrypted and tracked.

Improve Customer Communication and Updates

Unifying customer communication to provide relevant, accurate, and timely updates is a critical component to managing customer expectations. Customers that receive ongoing information about their claims, questions, or open issues rarely generate additional call/email traffic for the call centers; and engaged customers are exponentially more likely to report a positive overall experience. With the multitude of legacy systems and siloed business events that transpire for a single customer incident, Intelligent Automation (RPA) automatically solves the need to communicate proactively without replacing legacy investments.

Automations can attach to key events and extract the details that need to be communicated with minimal human intervention. This non-invasive and parallel approach provides the right customer value, removes tedious employee activity, and improves the proactive communication needed by both customers and agents.