Banking & Insurance - Customer Service

Combining RPA and AI for automated responding

By combining RPA and AI we developed a digital workforce for the use of automated responding. Questions are being answered, requiring less human intervention, which has a great impact on time savings.

Use case

At the Customer Service department of a Financial organization, employees receive requests for proposals (RFPs) on a daily basis. RFPs are documents that contain a number of questions. The company uses an AI tool called Qvidian that is able to detect sentences in these documents. After which the employee identifies which sentences contain questions that need to be answered.  Next, the AI tool looks for answers in a dataset of previously used answers. The AI tool provides answer suggestions and the employee is able to select and edit them. The selecting and editing of these answers is a time consuming process. Even so time consuming that the team devotes about 35% of their time to processing questionnaires. Most of their time is related to searching the database for the right response using keywords, which is not very efficient.

All of this implies that the usage of automated responding can have a great impact on time savings. Our team created a smart solution that combines RPA and AI, which is able to answer questions requiring less human effort.

Applied technologies
6 weeks delivery time

30-65%

Of effort automated

1-2.5

FTE saved annually

6

Weeks to implementation

Our solution

A digital workforce for automated responding was created using RPA and AI technology. Our goal was to create a solution in which questions are being answered requiring less human intervention, which in turn has a great impact on time savings. The robot that was built to perform the complete process and performs 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

Our digital workforce solution automates 30-65% of the process. The workload of the employees reduces, as they do not have to search for the right answers anymore. The implementation of automated responding frees up between 1 and 2.5 FTE annually.

Our robot offers a solution that is effective, efficient and reliable. Workers can stop wasting time on processing questionnaires and refocus on work that matters.

Integrated applications

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