Insurance Company – Policy Termination

Challenges

  • At the end of the retention process, the agents need to process the termination of insurance policies – a complicated lengthy process.

 

Solution

  • Gathered information from several systems to determine the policies to terminate.
  • Based on business rules, completely automated the termination process.

Results

  • Completely removed the human factor for most policies.
  • Reduced handle time from 20 minutes to 4 minutes.

     

Major Delivery Company – Claim Process

Challenges

  • As part of the terms of shipment, Customers may be eligible for refund of their delivery charge.
  • This is a high volume, high complexity process that only costs money to the company.

Solution

  • The company created a self-service portal to file the claim.
  • NICE RPA is connected to the portal and processes the claim information.
  • NICE filters out the ineligible claims and fulfills (within limits) the refund.

Results

  • Reduce human error in claim handling.
  • Improved SLA.
  • Providing global resolution from a centralized location
  • Decreased lead-time

 

Healthcare Provider – Claim Processing

Challenges

  • 1 hour process of auditing claims.
  • The process includes background research, communicate to the customer and providers as needed.
  • The communication is template based and time-consuming.

 

Solution

  • Completely restructure the process to attended and unattended phases.
  • Use NICE to filter out some of the cases and involve cognitive abilities when needed.
  • Automate and improve the template communication.

Results

  • Reduced AHT significantly – the template portion alone is 20 minutes.
  • Reduction of human errors.
  • Improved SLA.