Accelerating readiness for adopting AI

How many clicks separate your call center team from solving customer problems? Or do you measure resolution times in the number of call backs, forwards and days waiting?

Here's a pro tip - it's time you get all the relevant information to everyone that needs it, instantly. And deliver this information in a format they are skilled, proficient and authorized to consume.

It makes little sense to grant an intern access to core tools, where they don't know what to click and can do serious damage to policy and billing related information.

Equally poor would be to waste the time of top claims agents by interrupting their work and asking them to stop what they're doing, look up a case and provide feedback on what's going on and when they think it'll be resolved.

The bottom line is, all the processes that make you a powerhouse of customer care and business operations, were designed with quality and excellence in mind.

And yeah, when doing things manually, you have to choose between doing something fast or doing it good.

However, in recent years, software automation happened. In fact, enterprise software automation is a fastest growing industry right now, with clever bots and algorithms lowering information processing

Here's a few numbers on that from UiPath, the market leader in this field, pertaining to finance:
➡️ 75+% of transactional operations can be automated,
➡️ around 40% of reporting, planning, and other strategic work can be automated,
➡️ approx 60% of financial services firms have embedded AI+RPA in their operations.

Doing this, helps companies to higher operational efficiencies, better customer experiences and reduced risk exposure.

So how do you get from keeping people waiting for days on feedback about their claims, to having little bots and AI things shave off 75% of that time?

You need to get your data house in order, own the channels and customer records, develop experiences and internal operations and strategies.

Ideally without starting from scratch, but using a middle layer platform and a CRM with 80% workflows and functionalities out of the box.

Because you need to do it fast, meaning get a lot done in 2022, not 2025. Or you'll be Blackberry competing with iPhones. Want to know exactly how a path forward would look like for your situation?

Call Mark Sedlak ➡️ https://lnkd.in/eNcZ-dGC . After 10 years of learning how to go from selling licenses to rapidly transforming insurer environments, he can share what works and what doesn't, and the precise formula we use to generate predictable results.