Digital Insurance Agenda

Explore the Possibilities of Insurance Automation with the UiPath Immersion Lab

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on Apr 6, 2022

Implementing automation in daily operations is no longer a question in most insurance companies. The prevailing question is: “How do you get from task automation in some functions to end-to-end automation to improve both employee and customer experience?”

A few months ago, UiPath and DIA organized an Immersion Lab: a tailor-made session with UiPath Automation Innovation experts Boris Krumrey, Elaine Mannix and Alexandru Crijman. An Immersion Lab from UiPath is the place where you experience the “art of the possible in automation”. This Immersion Lab was an interactive two-hour session with lots of learnings, that we would like to share with our audience. The UiPath Immersion Lab team provided answers in a hands-on, show-and-tell session demonstrating how end-to-end automation can unlock true value for your organization.

Automation in Insurance

Boris Krumrey, VP for Automation Innovations at UiPath, explained Robotic Process Automation (RPA), what it is, how it enables digital transformation and what the benefits are.

Many clients of UiPath face the same challenges. The complexity of a scattered enterprise technology stack and legacy systems often hinder the digitization of processes. Boris explained how the UiPath technology bridges this gap by connecting the different applications without the need for highly invasive and costly integrations.

UiPath technology, also called ‘automation software’ or ‘software robots’, emulates what employees do in their daily work routine. By combining its core RPA technology with artificial intelligence (AI) the UiPath technology becomes an intelligent automation platform. This platform can support end-to-end process automation and the development of an integration layer, connecting internal and external information.

Implementing this intelligent automation platform, Boris said, will enable insurers not only to redefine how their employees work in the future but also to reimagine the customer journey and experience. Boris demonstrated the potential in a ‘first notification of loss’ (FNOL) journey where AI and automation optimize the process leading to efficient decision making and decreased claims handling time.

To deep dive into the potential of automation of insurance, Elaine Mannix, Senior Director Industry Practice at UiPath, introduced us to some interesting facts, referring to sources like Forrester. According to Elaine, 25% of work at insurers is repetitive and with the deployment of end-to-end automation, cost savings of up to 20% can be realized. Moreover, she explained that RPA, as enabler of digitization, ends the infinite paper use which is one of the factors contributing to Environment, Social and Governance (ESG) initiatives.   

Smart Mail Automation

Alexandru Crijman, Technical Program Manager at UiPath, started the ‘hands-on part’ of the Immerson Lab with selected demonstrations. A ‘tough job’ knowing that the Immersion Lab can demonstrate solutions to challenges by connecting over 300 other products and systems!

He explained how to automate the key steps of an e-mail-based customer service process via intelligent automation, in this case a combination of RPA and Natural Language Processing (NLP). Learning models hosted on UiPath AI Center are used to train software robots to react upon incoming requests, extract and classify relevant information, route it to the right person or request additional information from the customer and even reply giving the right answer to the question.

As ninety percent of an organization’s data is unstructured—images, videos, text, PDFs, handwritten documents—the combination of machine learning, NLP, computer vision (using human interaction as a learning capability for the robot) is critical to turn unstructured data into data that allows taking decisions in a timely manner. UiPath focuses on “practical AI,” applying AI in tangible scenarios that improve automation outcomes. AI is built into every part of the UiPath platform, from detecting objects using computer vision, to discovering automation opportunities, and managing and scaling AI. In turn, businesses are moving from simpler automation scenarios to more complex ones, which involve unstructured data, lots of variables, and uncertain outcomes.

Alexandru explained another important topic for many insurers: complaint management; as this is heavily monitored by regulators. He showed how a ‘robot supercharged with AI’ can help here. An intelligent robot can identify a complaint from the incoming messages and act upon it properly by enriching the information needed to decide if it is to be pushed into a legacy system, ask for additional information or, in some cases, trigger human interaction, e.g. when no reply comes back from the customer.

UiPath co-developed this ‘E-mail AI Solution Template’ for e-mail triage together with their insurance customers. It’s a recipe to build your own e-mail AI solution to:

  1. Detect intent to organize and route e-mails to different departments
  2. Discover high value and urgent e-mails based on business needs and sentiment
  3. Extract entities to execute data entry and escalation workflows
  4. Show the impact of AI enhanced automation on the UiPath Insights Dashboard.

Customer Service Apps

Alexandru and Elaine showed how automation supports Contact Center agents. When the agent is on a call with a customer, the agent’s dashboard, built with UiPath Apps, does the heavy lifting. It provides a 360° view on the customer by gathering data in multiple back-office systems using attended and unattended robots. And, to not loose information, it updates data in the legacy systems. After all, the completeness of the information at hand, the transparency to see at what stage of the process each customer is will allow insurers to assess the risk and offer the right coverage. Automation can achieve this, and by making humans and robots work alongside each other and orchestrating their interaction, average call handling time can be reduced, productivity increased and both the customer and the contact center agent experience improved.

The beauty is, as UiPath Apps is a low-code, no-code application builder, you do not need technical IT knowledge to build the solution, it is a matter of dragging and dropping data fields, layers and design. And its flexibility allows building your application to fit the needs of a specific ‘persona’ – a customer, underwriters or contact center agent.

Digital Assistant

Alexandru explained how Digital Assistant can support insurance experts. Using the example of a flood claim, he showed how to predict risk or help a Claims Officer manage a claim. Using data from weather apps, the Digital Assistant can proactively send out warnings and advice on precautionary measures in case there’s a risk of flooding. In case of an incoming claim due to flooding, the assessment can be fully automated by pulling together internal data of the client policy, 3rd party data from sources like weather apps or surveyors. For Underwriters, the Digital Assistant can, after acceptance, automatically create documents, send these to the client and save them to the system. This enhances security and makes sure all data is updated in all required systems.

Alexandru and Elaine mention the UiPath MarketPlace as the place to find prebuilt generic solutions or tasks that can be used to augment the value of high frequency tasks e.g. for underwriting, claims and audits, which makes it easy to start with automation. Both stressed that it is important to just get started with automation, in baby steps with focus on task automation. This will help to understand the value of automation and to develop a vision on how end-to-end process automation looks like. And of course, how to benefit from it.

Do you want to learn more about intelligent automation in insurance and how the convergence of technology can driver greater value? Watch the recording of the UiPath Immersion Lab with DIA here!
Or visit UIPath’s website.

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