Business Situation
This company receives email-based insurance inquiries which are currently answered by a customer support team. It engaged Avanade to review how automation could be used to remove the manual pieces of this process, while incorporating the intelligent thinking that a human would otherwise perform. This would free-up "human" resources for higher-value work. Ensuring no required complex system integration was key to making this work.Solution
Since the process is both manual (claims processing) and intelligence-based (email analysis and response), a combination of Robotics Process Automation (RPA) from Blue Prism and Microsoft Azure Cognitive Services was leveraged. Avanade built a solution which seamlessly integrates the two technologies.
The process starts with RPA picking up the email when received and then handing it over to Microsoft Azure Cognitive Services for natural language processing. Once the analysis is done, the resulting information goes to Blue Prism, which automatically creates a new case in the existing support management tool. The customer then receives a response with the a corresponding case identification number.
Results
The client is realizing several benefits of this intelligent automation solution including:
- Faster customer resolution as realized by the support team
- The support team is able to use and manage the same common tool, with no system integration required
- The start of a comprehensive journey to business improvement through intelligent automation
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