Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem
Goal: The goal of the program is to streamline workflow processes, improve user experience, and increase efficiency and productivity.
The client in this case study is a major property and casualty (P&C) insurance company that was facing several business challenges related to inefficient and time-consuming manual processes. The client's existing processes were highly manual, with limited automation, which resulted in a slow, error-prone, and costly process that was unable to keep up with growing demands. Additionally, the client's legacy systems were unable to integrate with modern digital solutions, resulting in a lack of data visibility and accuracy. The client was also struggling with compliance issues and regulatory reporting requirements due to the manual nature of their processes. All of these challenges were leading to decreased productivity, increased errors, and high operational costs.
The company is facing a significant challenge in maintaining its legacy systems, which are becoming increasingly outdated and difficult to use. This is causing delays and inefficiencies in their workflow processes, and negatively impacting the user experience. The business problem is to modernize the system and improve the workflow processes to make them more user-friendly and interactive.
The solution is to implement Business Process Management (BPM) technology to update the legacy systems and create an application that is easier to use and navigate. Additionally, the company needs to integrate the new system with external systems and implement existing and new interactivities.
The goal is to streamline the workflow processes, improve the user experience, and increase efficiency and productivity.
Business Solution
The company embarked on an automation program to optimize its workflow processes and boost efficiency. They leveraged the Appian Business Process Management Suite, which allowed them to define guided business processes for various business units within the company. The program was designed with the following features:
Standardized user interface: The program was equipped with intent-driven screens and role-based access to capture input details, ensuring that the process was user-friendly and simplified.
Configurable business rules: The program had business rules that were configurable for validation and processing, ensuring consistency across the organization.
Straight-through processing: The program aimed to eliminate human touchpoints by integrating systems, allowing straight-through processing where possible.
Task management: The program could manage and route tasks based on skills and defined service level agreements, optimizing resource allocation.
Robotic Process Automation: The program automated repetitive human tasks using RPA, reducing the risk of errors and increasing efficiency.
Analytics and reporting: The program provided dashboards and reports to analyze and monitor the end-to-end process, giving insights to make data-driven decisions.
Incremental rollout: The program was incrementally rolled out to selective units or subunits, ensuring a smooth transition and minimizing disruptions.
The primary goal of the program was to streamline workflow processes, enhance user experience, and improve efficiency and productivity.
Technical Solutions and Technologies Used
The technical solution for this case study involved the use of multiple tools and technologies to implement Business Process Management and Automation. The step-by-step solution involved the following:
Appian and PEGA BPM: The primary tools used for managing and automating business processes. The visual, drag-and-drop interface was used to design, build, and deploy process flows to make it easy for non-technical users to create and manage processes.
Blue Prism RPA: Used to automate repetitive tasks and processes. RPA allows users to create software robots that can perform tasks and interact with various systems, such as web browsers, applications, and databases.
Oracle DB: Used as the primary database for storing data related to the processes. Oracle DB is known for its reliability, scalability, and performance, making it a great choice for storing large amounts of data.
Visual Studio Online: Used for Agile Management. Visual Studio Online is a cloud-based development platform that provides tools and services for managing and collaborating on software development projects. It also provides a platform for Agile management methodologies like Scrum, Kanban boards and more.
Overall, the technical solution for this case study helped to improve the efficiency of the insurance company's business processes by automating repetitive tasks, reducing errors, and improving the accuracy and speed of data processing. The use of Agile methodologies ensured that the project was delivered within a specific timeframe and budget.
Customer Success Outcomes:
The successful implementation of this case study using Appian /PEGA BPM, Oracle DB, Blue prism RPA, and Visual Studio Online for Agile Management resulted in several key customer success outcomes and business benefits:
Reduced manual effort by 75-80%: The implementation of RPA bots helped the client to reduce the manual effort required for various business processes by 75-80%. This resulted in significant time and cost savings for the client.
Achieved a 30-50% reduction in processing time: With the implementation of RPA bots, the client was able to achieve a 30-50% reduction in processing time for various business processes. This led to faster turnaround times and improved customer satisfaction.
Reduced error rates by 90-95%: The RPA bots were programmed to perform tasks with a high degree of accuracy, which helped to reduce error rates by 90-95%. This resulted in improved data quality and increased customer trust.
Increased productivity by 30-50%: The automation of business processes with RPA bots led to a significant increase in productivity for the client. The bots were able to work 24/7 without breaks, resulting in faster processing times and higher output.
Improved data accuracy and consistency: RPA bots were able to perform tasks consistently and accurately, resulting in improved data accuracy and consistency across various business processes.
Overall, the implementation of RPA bots helped the client to achieve significant time and cost savings, faster processing times, increased productivity, improved data accuracy, and consistency.
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