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Global insurance firm automates to achieve intelligent IT

  • Posted on November 14, 2017
  • Estimated reading time 3 minutes
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92% of IT leaders agree that automation is a key technology to address the emerging requirements of the digital business. It’s no surprise, then, that a global insurance provider teamed up with Avanade to get in front of this rapidly growing trend, on their path to creating Intelligent IT.

This leading insurance company, headquartered in Europe, began searching for a partner to achieve its vision of creating a more intelligent, automated global business.

Proving the case for intelligent automation 

Avanade delivered a proof-of-concept to explore the art of the possible with emerging automation technologies. We proposed combining Blue Prism's Robotic Process Automation (RPA) with Microsoft Azure’s Cognitive Services to transform one aspect of its day-to-day customer support email. 

With thousands of emails pouring in non-stop to its customer support staff, we outlined how RPA and cognitive services could make life easier for employees, by intelligently sorting and processing messages and triggering an automatic, instant response. The goal was to greatly reduce the manual work needed by employees, while giving customers speedy and personalized support.

Realizing results with RPA

Avanade built an intelligent IT solution. RPA monitors for new emails, and when an email is received, RPA hands it over to Microsoft Azure Cognitive Services for natural language processing. Once the analysis is complete, Blue Prism automatically creates a new case in the existing support management tool. The end customer then receives a response to their original email, with the case ID.

Looking ahead, even more is planned, including chatbots to augment customer support and online engagement. We are also "automating the desktop,” reducing repetitive tasks for employees on the device and application level.

Final thoughts: Get ready for Intelligent IT

Insurance is the perfect industry for radical, transformational technology change, thanks to its data-driven nature and deep concern for customer loyalty.

But it's certainly not the only industry that stands to win big with automation. A whopping 85 percent of IT leaders, across industries, say intelligent automation is on their roadmap.

I also invite you to take a look at our CIO guide on Intelligent IT to learn about the pitfalls and opportunities awaiting you. 

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