Here’s one of the most commonly asked questions when it comes to automation and cognitive technology: How do Artificial Intelligence (AI) solutions generate true business value? In response, we often point to our IPsoft case studies as prime examples of real-life and proven examples where automation, AI and human labor, working together, have driven measurable and positive returns.
This repository is only a sampling of the impact IPsoft’s solutions are having in the market. We encourage you to review our catalog of success stories, as they can provide a wealth of ideas on potential AI use cases and guidance on best practices. These are companies that have not only used automation to accelerate processes or cut costs, but also have found ways to improve how business is conducted. Selling products, providing customer service, human resources (HR) management, consumer banking— we have examples like these from across a variety of industries, and we detail a sampling in this post.
Interested in hearing and seeing more about client innovation in AI up close and personal? Then we strongly encourage you to attend this year’s Digital Workforce Summit on May 8th in New York City. At the event, you can meet our current clients and hear first-hand how valuable our solutions, experience, and expertise are to their businesses. And there’s a good chance you will walk away with some ideas on how these solutions can deliver value in your organization too.
NTT and Accenture Automate HR Access
Accenture, the global professional services company, wanted to automate access to HR services for all Japanese employees. To achieve this, the company tapped NTT’s conversational COTOHA solution which is powered by IPsoft’s Amelia. Accenture launched its Skype-based virtual assistant in 2017 to provide employees with 24/7 access to information related to payroll, vacations, training, life events, career path, and health.
With our technology deployed, the company has been able to increase employee productivity by providing on-demand access to information and services. Employees can gather HR-related information from the company’s Skype app on any device or from any location. In other words, HR employees no longer need to manually answer questions about common subjects (i.e. holidays, benefits, pay, etc.) – and they can focus on higher-value HR-related projects.
Amelia and Allstate
This is one of our best known client examples, and it’s been featured in news outlets around the world. In 2017, Allstate, the largest publicly held personal lines insurer in the US, hired Amelia as a whisper agent to collaborate with human agents on customer support interactions. Amelia provides her human colleagues with personalized step-by-step procedures on more than 50 support issues delivered through a conversational chat-based user interface (UI).
Amelia is currently utilized by more than 75% of Allstate call center employees to handle more than 250,000 conversations each month, and she has greatly reduced average call times while expanding first-call resolution rates. In addition, 99% of Allstate agents who worked with Amelia said they were “completely satisfied” with their interactions, creating a better work experience.
Employee Onboarding at Scale
Many companies are starting to see the benefits of implementing end-to-end automation of business processes, particularly high volume ones that sometimes overwhelm human employees. We worked with a client that offboards roughly 200 workers each month, and on average one employee is credentialed in 12 applications. To manually offboard each employee, HR and IT staff together needed to request and process 2,400 individual access restriction requests each month.
With 1Desk’s 1RPA, our clients automated 100% of its offboarding tasks. Offboarding services are now available at any time and at scale, with the process automated end-to-end by 1Desk. Whereas one HR employee can offboard about 40 employees each month on average, 1Desk can offboard an unlimited number and keep up with volume demands. With this capability, mean offboard resolution times dropped by an eye-catching 81% in only a few weeks.
Join us at this year’s DWS to hear stories like these from our clients firsthand. Click on the link below to reserve your spot today.