A consumer’s insurance cancellation is a typical, but surprisingly complex, example of work that a robot can be put to do.
[Read the main article, an interview with If’s head of robotics Asko Mustonen:
• His new robots will do 2 million tasks this year
The other side articles:
• RPA is among the simplest IT solutions
• Don’t confuse RPA with the other buzzwords]
A Finnish consumer wants to cancel an insurance. That couldn’t be too difficult for a robot to execute, could it?
You will be excused if you think along these lines – because it is actually how the people at If thought about it too, as their robotic journey was just starting a few years ago.
“We thought this would be an excellent case for RPA. It sounds like a straightforward project but it became one of our most complex ones. It involves five or six different systems, everything that is important for the customer. The insurance coverage needs to be correct, the invoicing needs to be correct and the customer needs to be informed. But eventually the robot does all of that, 7,000–10,000 times a month, seven full time equivalents,” says Asko Mustonen.
Already the old process included a digital front end, the “My pages” where the customer logs in and enters the cancellation task. And having that structured digital information is a good, actually necessary, starting point for an automation process. But previously, that information needed to be manually adapted and entered into a variety of other systems.
“Every cancellation meant that you had to cancel the policy in the backend system, then correct the invoicing. And then you send information to the customer that ’I have done this task that you have requested’,
and then you log it in the customer contact information.”
While the automated process now takes care of 70–80 percent of the cases, the more complex ones are filtered out for employees to take care of – giving them more time to focus on these.
Read the main article, an interview with If’s head of robotics Asko Mustonen:
• His new robots will do 2 million tasks this year
The other side articles:
• RPA is among the simplest IT solutions
• Don’t confuse RPA with the other buzzwords