This webinar replay shares how Standard Bank transformed its onboarding process by deploying Smart Process Automation. Standard Bank’s insights will enable organizations to clearly make the case for Automation as part of their service delivery strategies.
Learn from practitioners and experts on Smart Process Automation from HfS Research, WorkFusion and Standard Bank as they share their experiences about improving business outcomes through more integrated automation technologies.
Watch this replay and learn:
How did Standard Bank approach the automation of key processes—how did the deployment work and what were the results?
What can you learn from a leading service buyer about the future of Smart Automation?
How do Cognitive Computing and Machine Learning enhance the quality and agility of service delivery?
What is the impact of Smart Automation? What are the main use cases and insights?
Watch the webinar replay: http://www.hfsresearch.com/pointsofview/hfs-webinar-standard-bank-case-discussion-improving-customer-experience-through-rpa-ai-powered
HfS Webinar Slides: Standard Bank Case Discussion - Improving Customer Experience through RPA + AI-powered Cognitive Automation
1. The Services Research Company
Standard Bank Case Discussion:
Improving Customer Experience through RPA + AI-powered
Cognitive Automation
Webinar in collaboration with WorkFusion
September 28th , 2016
Tom Reuner, Research VP, HfS Research
tom.reuner@hfsresearch.com
@tom_reuner #hfsresearch
Web: www.hfsresearch.com | Blog: www.horsesforsources.com
15. COI
Bank
StatementsPayslips
KYC
Proof of
Residence
Proof of
Identification
Employment
Confirmation
COE
Standard Bank’s challenge was similar to many: checking
documents and capturing info into core systems
Process for originating a Revolving Credit Plan, aka a short term loan
Problems: highly manual process to check docs, reliance on customer to send
docs or bring them into branches, KYC required to establish ID and residence of
applicants – proof of residence
16. What does the solution look like?
Customer enters:
§ Name
§ PIN
§ Address
WorkFusion action:
§ API calls to trusted 3rd party
databases
§ 19 sources validate information
§ Human escalations for
corrections and validations
Elimination of human investigation, data capture, copying-and-pasting,
moving info from one system to another
17. Standard Bank customer experience win:
22 days 5 mins
Account opening time reduced by 99.98%
18. The buzz is justified.
How can a business born analog
grow like digital businesses?
19. Workflow Robotics Cognitive (AI) Worker Mgmt Analytics
Process-level
automation
(vs. task level)
Automate
applications using
application UI
Automate
judgment work on
unstructured data
Automate routing of
exceptions and quality
control
Derive insights
about performance
Control Tower
Monitor business activities for Automation
The capabilities behind the results:
A complete Smart Process Automation “toolkit”
20. The buzz is justified.
Why did Standard Bank choose WorkFusion over
every other RPA solution?
23. Whereas pay-per-bot model is complex, WorkFusion
scales simply and encourages “big things.”
“how many bots
you want?”
“what do you want
to achieve?”
24. Sneak peek of big things to come....
WorkFusion
Chatbots
WorkFusion
Smart Process
Automation
WorkFusion
Crowdsourcing
Automate customer inquiries and
task execution of through chat
interface
Automate operation of legacy
applications and judgment work
on unstructured data
Automate FTE and external
worker sourcing and
management