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Author:WNSGirish KukrejaExtending Your EnterpriseRPA In Insurance Contact CentersNo Risks, But Plenty To GainSenior Director,Technology Services

WNSExtending Your Enterprise

RPA IN INSURANCE CONTACT CENTERS:NO RISKS, BUT PLENTY TO GAINGIRISH KUKREJASENIOR DIRECTOR, TECHNOLOGY SERVICESThe insurance industry stands atbased insurer for homeowners andan interesting digital crossroad.renters. Instead of underwriters,According to McKinsey &algorithms help customers withOperationsCompany,1 a study found anquotes.2 The whole process ofCustomers now want moreoverwhelming 80 percent ofsigning up and getting insuredpersonalized service than they caninsurers acknowledging the needtakes all of just 90 seconds. Filingexperience online. Contact centersfor digital capabilities. Yet, 99.6claims is also simple with basiccan address this by leveragingRoad to Fast & Simplepercent of those surveyed found itclaims processed and paid in threefaster, simpler, consistent anddifficult to implement digitalminutes.error-free technology interventionsinnovation. Rapidly emergingmade available 24x7. North‘InsurTech’ companies further addWith customer engagementto the challenges that insurancebecoming crucial in therank speed of issue resolution ascompanies face today.digitalization of the insuranceone of the most importantindustry, it’s imperative for insurersrequirements of customerAs disruptive trends such asto invest in digital technologies andexperience. For companies, thisneeds to be achieved with aAmerican insurance consumersArtificial Intelligence (AI) andautomation. It is estimated that theadvanced analytics are re-definingimplementation of Robotic Processreduction in contact centerrisk assessment and policyAutomation (RPA) in claimsoperations’ costs for competitiveunderwriting in the insuranceoperations can slash costs byadvantage.industry, business models are also30 percent.3 Similarly, theundergoing radical shifts todeployment of RPA across theRPA provides all of theseempower smaller and nicheinsurance contact center functionadvantages. It can automateplayers. Take for instance the AI-can transform customer servicerepetitive transactions in the areaspowered app developed by theoperations, improve efficiency andof rates, quotes, issuance,startup Lemonade, a New York-enable cost savings.underwriting, policy and ces/our-insights/facing-digital-realityCOPYRIGHT 2018 WNS GLOBAL SERVICES WNS.COM01

WNSExtending Your Enterpriseadministration. Mimicking humanscan logically progress to machine-information from all possiblein performing rule-based tasks andlearning, natural languagechannels for seamless and unifiedactivities, software robots act asprocessing and deep learning tocustomer service. For example,virtual agents to capture data fromextract relevant insights fromautomation enabled a U.K.-basedunderlying systems andunstructured sources such asinsurance company to identifyapplications. They processimages and handwritten forms.customers adversely affected bytransactions, manipulate data,Most importantly, it can identify,floods, and design a waivertrigger responses andmanage and build data repositoriesprogram for them.communicate with other digitalfrom the frustration points in achannels and systems with speed,consumer’s digital experience.Additionally, automation enablesThousands of daily customercontact center agents to performinteractions flow through thehigh-value activities instead ofRPA integrates easily with existingcenters that can unravel valuableroutine and repetitive tasks thatlegacy systems, is highly scalableinsights to enhance customercause fatigue. Agents spendexperience.around 30 to 40 percent of theirconsistency and efficiency.and provides a fastertime documenting transactions.implementation cycle. Mechanismsfor auditing and governance can beRPA can also enable insuranceRPA eliminates 80 percent of suchautomatically built in for remotecontact centers to gather customerdocumentation work.4and centralized monitoring. RPARobots: Nimble & Perceptive4Theyunderstand natural language (even complexsentences). “I want tocancel my policy” or“I want a lower premium”or “I want to register a claim”can be taken through theprocess effectively to closure4 They canrecognizeemotions andsympathize withthe person onthe other end They can upsell, with machinelearning capabilities. They canrecognize opportunities for extrabusiness and can forward thecall to a knowledgeable humanagent at the right drivingtransformative-change-across-insurance02 COPYRIGHT 2018 WNS GLOBAL SERVICES WNS.COM

Key Impact Areas ofto be entered into and extractedfrom an automated queue, validatefrom different internal and externalcustomer details against policyAutomationsystems. Manual operations can bedetails from internal systems,Let’s take a look at some of the keytedious, repetitive and error-prone.notify customers with claimareas where RPA can create anRPA can be deployed in a rule-request numbers and forwardedge for insurance contact centers.based workflow to push and pullrequests to the respectiveinformation into and from multipleinvestigation teams. This saves1. Customer Onboardingsystems. Add machine-learningtime, effort and money besidesand AI to the mix, and there’s aimproving customer satisfaction.and Know Your Customerhighly efficient and accurate(KYC)outcome that also significantlyCustomer information forenhances the customer experience.3. Claims Processinginsurance companies, as mandatedby regulatory requirements, has tobe provided across multiplechannels. Background checks,identity verification, financial fraudand Anti-money Laundering (AML)checks, among others, require dataWhen the First Notice of Loss(FNOL) notification comes in (and2. Claims Registrationsthis can happen through multipleThe deployment of RPA canchannels), contact center agentsminimize human intervention inhave to access multiple systems toinsurance claims registrations.create a claim. Various proceduresRobots can pick up claims requestshave to be referred to and used forCOPYRIGHT 2018 WNS GLOBAL SERVICES WNS.COM03

WNSExtending Your Enterpriseassessment and adjudication ofare unable to efficiently extract andclaims, and prevention ofconsolidate data from diverseRPA can swiftly and accuratelyfraudulent claims. RPA systemssources. There are too many manualassess the risks of prospectivecan automate the workflow forprocesses to capture comprehensiveclients by mapping theirquicker and error-free claimscustomer information.information database with set rulesprocessing.RPA can mine information from all4. Channel ManagementToday, there are multiple businessprocesses around an insurancecompany’s system of records.Customers apply for policiesthrough multiple channels, andmost policy administration systemschannels and integrate it into thepolicy administration system.A seamless handoff betweenhuman agents and robots can bedesigned for speedy issuance of5. Underwritingfor efficient underwriting.Embedding AI-based algorithmsand machine-learning techniquescan elevate it to a more meticulousassessment than a mere rulebased workflow.new policies and address policyendorsements.RPA TOOLSFOR CONTACT CENTERSScreen Collate(Agent Desktop)Logging into different systems,this tool fetches details andpresents it on a single screen.Data on the screen is dynamicand gets refreshed based oncustomer details.Customer Information Window(Data Management)This fetches customer details frommultiple back-end systems andpresents it in a single windowcalled Customer InformationWindow. Process owner can tunerequired fields based on processrequirements.Optical CharacterRecognition (OCR)OCR tools assist botsto read data fromimages and PDF files.04 COPYRIGHT 2018 WNS GLOBAL SERVICES WNS.COM

6. Core Back-officeOperationsRPA technology can considerablyenhance productivity in core backoffice operations such as customercustomer with all relevant productintelligence, reasoning anddetails. Result? Higher sales andjudgment) to architect highercustomer loyalty.customer service excellence. The8. Audit, Risk androbots the complexity of humanagent, on the other hand, teachesdata updates, accountComplianceemotions that is absorbed throughreconciliation, check validation andRPA, in conjunction with machine-machine-learning.overdraft protection.learning, can keep pace withHence, contact center operationsdynamically changing audit andshould be designed as a7. Upselling and Cross-regulatory requirements. Thissellingensures that insurance companiesRobots can execute comprehensiveand accurate product and servicesearch in the sales process,extracting customer details fromare continuously compliant andcombination of automatedsolutions and intelligent manualsupport for complex andrisk-proofed in the areas of dataexceptional issues. Through anintegrity, AML, fraud checks andend-to-end value chain mapping,risk reporting.tasks can be identified formultiple applications, andThe ‘RPA-human’ handshake is aautomation and re-engineering theconsolidating them for agents tosymbiotic one. RPA providescustomer service operations.effect the right upsell and cross-insurance contact center agentssell possibilities. RPA can alsowith insights to enhance theRPA thus becomes the insurancecomplete the post-salecustomer experience. It freescontact center’s digital employeedocumentation in a fraction of theagents to use their intuitive andthat helps in the seamlessinnovative skills (such as emotionalnavigation of business processes.manual time and notify theCOPYRIGHT 2018 WNS GLOBAL SERVICES WNS.COM05

WNS (Holdings) Limited (NYSE: WNS)is a leading global Business ProcessManagement (BPM) company. WNSoffers business value to 200 globalclients by combining operationalexcellence with deep domain expertisein key industry verticals, includingbanking and financial services,consulting and professional services,healthcare, insurance, manufacturing,media and entertainment, retail andconsumer packaged goods,telecommunications and diversifiedbusinesses, shipping and logistics,travel and leisure, and utilities andenergy. WNS delivers an entirespectrum of business processmanagement services such ascustomer care, finance andaccounting, human resource solutions,research and analytics, technologysolutions, and industry-specific backoffice and front-office processes. WNShas delivery centers world-wide,including China, Costa Rica, India, thePhilippines, Poland, Romania, SouthAfrica, Sri Lanka, UK and US.To know more, write to us atmarketing@wns.com or visit us at www.wns.comWNSExtending Your EnterpriseCOPYRIGHT 2018 WNS GLOBAL SERVICES

1. Customer Onboarding and Know Your Customer (KYC) Customer information for insurance companies, as mandated by regulatory requirements, has to be provided across multiple channels. Background checks, identity verification, financial fraud and Anti-money Laundering (AML) checks, am