What do we get frustrated about?
We
say, I know you have this information
about me.
Why do you have to ask me
every question?
Just ask me about the
information that you don't have.
That
increases customer satisfactions hugely.
[Music]
Well, I'm pleased to welcome Linda Dotts
from BluePrism.
Linda is the senior vice
president of global partner strategy and
programs.
Thank you for joining us in our
AI interview series here at the AI Summit
in San Francisco.
Thanks for having me.
I really appreciate it.
What's a tangible
example for people to can get their teeth
into about how BluePrism has helped a client
or a sector.
Okay.
So, I like to use the
insurance sector.
Great.
It's actually one
of the sectors that we do a lot of business
in.
It's not the fastest growing but, if
you think of some of the challenges,
everybody understands them because every
one of us has some type of insurance policy.
We've all dealt with the insurance companies.
And, what happens is, they have processes like
maybe their onboarding you as a new customer.
And there's a lot of information that has to
be passed back and forth between you and the
insurance company.
So, what BluePrism does is
we work with those companies to understand
those processes.
Right?
And for the
ones that are very, what we call
"straight through", meaning all the
information is in a digitized format, there's a
set of rules that I have to follow.
That says, if
this is true, is this is false, do these things.
Those are very easy to automate.
And then we
look at the next set of processes.
It says, okay well this one may
come in a digitized format or it may
have a hand written claim or it
may have a photo.
How am I going to recognize
what that is?
So then we start to work with
our partners like Cognizant to look at who
are the partners in your network?
Do you have
an OCR partner, for an example, that can read
that hand-written form?
Get the information
that's required.
Not everything.
Right?
We don't
need all of it.
But we need the key pieces of
information.
Translate that into a digital format.
Now, instead of maybe being able to process
40% of those claims in an automated way, we're
up to 60%.
And then maybe it's the pictures.
Right?
And being able to recognize as the picture saying,
yes this is something we cover or no, it's not.
It may not even be, right, in the coverage plan
that we have or it may be but it does have to
got to a special underwriter.
BluePrism is really
good at going into those different data sources,
bringing that information together, determining
what you need, and then what you have, and
only asking the customer or only having say the
agent ask the customer for the missing
information.
That increases customer satisfaction
hugely.
Right?
I would imagine one of the bigger
challenges is actually identifying those
unknown unknowns that the client doesn't even
know about.
Right?
And having to dig in and
figure out, okay but wait the problem, the source
is somewhere else.
Right?
How do you guys go about?
That's where our partners come in.
Right?
So our partners, typically our
partners actually know quite a bit about
their customer's business processes, right, because
they've done some sort of consultancy work with
them or, in many cases, like in Cognizant's case,
you actually run these processes for the customers.
Right?
So, you kind of know how they work and
it's your people that will often come to the
table with, okay here's the five things that we
could very quickly automate, here's the ones that are
going to be a little harder, here's the ones that
are going to need some additional applications,
additional smart, smart applications, right, to work
with.
So, it's often the partner that will bring
that information to us, but there's also things
like process mining software.
BluePrism just
announced a partnership today with Celonis.
Congratulations.
Ya.
It's a good one.
And what they do is they are actually
able to do is map processes.
Right.
And they'll kind of come down and they'll
say, alright, 50% of the times you run the process
out of the millions of times you might run it,
it's always done the same way.
The next 10% have
these variations.
The next 20% have these
variations.
And a lot of times then that's where
Cognizant will come in and say, we'll work with
the customer, right, to figure out how to narrow
those variations, have them when they're needed,
but narrow them when they're not.
I like that
approach.
That's good.
So that's where you
guys come in.
Once you're done that work,
then it's back to BluePrism to run that
process over and over again and do it with,
again, reliablity, scalability, security,
all the things that are really important
to customers.
That's a fantastic partnership
story.
It is.
That's really wonderful.