Banking & Insurance Customer Service

Combining RPA and AI for automated responding

Processing ‘Requests for Proposals’ (RFPs) used to be an extremely time consuming task. Even after implementing an AI tool (Qvidian), our client noticed that this process requires a lot of time. We offered a UiPath RPA solution that is integrated with the AI tool. The combination of these two technologies result in automated responding and, as a result, requires less human intervention.

6 weeks delivery time
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Use case: AI solution is asks for automated responding

Organizations often have to process Requests for Proposals (RFPs), which are documents created to outline the requirements for a specific project. Our client is a financial organization and noticed that processing RFPs took up quite some time. Employees at the Customer Service department use an AI tool, Qvidian, to detect sentences that contain a question. Then the tool provides answer suggestions and allows employees to select and edit them. 

Although Qvidian saves employees a lot of time by scanning the document for questions that need to be answered, the team still devotes 35% of their time to selecting and editing suggested answers. Our client recognized the inefficiency of the process and reached out to us to assess the possibility for automated responding!

30-65%

Of effort automated

1-2.5

FTE saved annually

6

Weeks to implementation

Our solution: RPA integrated with AI

We have developed a solution that combines the best of both worlds: RPA and AI. The result of this combination? A digital workforce that makes automated responding possible, such that less human intervention is needed. The robot was built to perform the following tasks:

  • Upload the original questionnaire into AI tool (Qvidian)
  • Scrape questions that can be answered
  • Select the correct answer for each question based on accuracy
  • Assign questionnaire to employee for completing, adjusting or discarding answers
  • Complete file after adjustments of employee

Now that our digital workforce is implemented, 30-65% of the process has been automated. As less human intervention is required, a lot of time is saved. Employees enjoy a reduction in workload and are liberated from devoting 35% of their time on this task. The implementation of automated responding saves between 1 and 2.5 FTEs annually.

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