intelligent automation in insurance€¦ · business process services application services...

© 2018 DXC Technology Company. All rights reserved April 24, 2018

Michael Donnellan

Executive Leader, Business Process

Services

Keynote Address

April 26th, 2018. London

Intelligent Automation in Insurance

April 24, 2018 2© 2018 DXC Technology Company. All rights reserved

Robots self-adapt:

Artificial intelligence (AI)

drives continuous system

optimization

Humans think,

robots execute:

Automated code QA,

data cross-referencing

Robots think and talk

like humans: Natural

language interactions,

smart work verification A human workforce “army”

executes mostly manual

labor

Robots help: Robotic

process automation (RPA),

smart workflows,

code analysis assist

human-centric execution

Automation is transforming our industry at a staggering pace

Sustainable Results Cost Quality Speed Agility

2021Yesterday

Onshore

Labor ForceOffshore

Labor ForceHybrid-Digital Elastic

Workforce Hybrid Intelligent Workforce

Today


Value proposition

• Shared Services

• Offshore

• On-Premise IT

• Simple RPA

• Cloud

• Self-Service

• Single Customer

Lens

• Digital Channels

• AI Led RPA

• Limited Paper

• Automated Rev

Gen

• Cx

Transformation

• Automation from

Front to Back

Office

• Blockchain

50% reduction in operation cost

Automated mid/back-office

60+% increase in rev/unit cost

Automated front office

Insurance

Industry Norm

Leaders Today +24 Months +36 Months


Insurance - the art of the possible

Unstructured Data

Cognitive/Self Service

Structured Data

RPA

Hybrid

Structured/Unstructured

Automation

Human

Sales StrategyPerformance &

Incentives M’gt

Sales

Management

Portfolio

OptimizationBrand

Management

Campaign

ManagementAnalytics

Branch/ In-Person Call Centre Digital Channels Broker/AgentDirect Sales

FRONT

OFFICE

80%Channel shift to

voice to digital

30% Reduction in

TCO per

customer

95+% Net Promoter

Score

5X Growth in X-Sell

& Up-Sell


Design

Development

Maintenance

Portfolio

Rules & Guidance

Risk Assessment

Pricing &

Commercials

Quotation

Negotiation

Origination

B2B

Up-Sell

Cross-Sell

Collection &

Activation

Submission &

Issuance

Policy Printing &

Mailing

Policy Admin

Cancellation

Collections

Renewals

Complaints M’gt

Intake

Information

Payments

MID

OFFICE

Product Underwriting Sales Activation Premiums Cash Unstructured Data


Structured Data

RPA

Hybrid


Automation

Human

90%Reduction in

claims

processing time

40% Reduction in

value of claims

75% Reduction in

credit controlling

workload

Zero errors


3 days to

30 mins New policy for a

broker


Actuarial, Legal, Re-insurance, Co-insurance, Loss Control, profitability Analysis, Risk Management

Accounting Reporting

Reconciliation

Work Task M’gt

Investments

Budgeting &

Planning

Payments

Strategic Planning

Customer M’gt

Multi-channel M’gt

HR

IT & Data Strategy Infrastructure Resource M’gt Application Dev’tApplication

Maintenance

BACK

OFFICE

Unstructured Data


Structured Data

RPA

Hybrid


Automation

Human

50%Reduction in

cost of finance

90% Reduction in

cost of HR

75% Reduction in

credit controlling

workload

82%Events

eliminated



Conversion of analogue workload to digital

Design

Development

Maintenance

Portfolio

Rules & Guidance

Risk Assessment

Pricing &

Commercials

Quotation

Negotiation

Origination

B2B

Up-Sell

Cross-Sell

Collection &

Activation

Submission &

Issuance

Policy Printing &

Mailing

Policy Admin

Cancellation

Collections

Renewals

Complaints M’gt

Intake

Information

Payments

Actuarial, Legal, Re-insurance, Co-insurance, Loss Control, profitability Analysis, Risk Management

Accounting Reporting

Reconciliation

Work Task M’gt

Investments

Budgeting &

Planning

Payments

Strategic Planning

Customer M’gt

Multi-channel M’gt

HR

IT & Data Strategy Infrastructure Resource M’gt Application Dev’tApplication

Maintenance

Sales StrategyPerformance &

Incentives M’gt

Sales

Management

Portfolio

OptimizationBrand

Management

Campaign

ManagementAnalytics

Branch/ In-Person Call Centre Digital Channels Broker/AgentDirect Sales

BACK

OFFICE

FRONT

OFFICE

MID

OFFICE

Product Underwriting Sales Activation Premiums Cash

Unstructured Data


Structured Data

RPA

Hybrid


Automation

Human

50%coverage

Source: isg, DXC.technology Agile Process Automation


Large DXC Insurance Client

19 Processes45

Sub -Processes49 Queues

LPAN

Creation

Treaty

Statements

E-PoliciesRates of

exchange

Fee

Processing

Policy Admin Claims

Service

Companies

Reject at

Intake

Reserves

Maintains &

Closures

Purging Static Claims

Maintaining Volume Trackers

Operational Tasks

Workflow Triage

Credit

Control

Rates of

Exchange

Technical Accounting

Installment

Corrections

Work packages automated so far

Automated

Task

Work

AccelerationRobots

Man-Hours

Saved

556.7 million

transactions37

1,000,000

165 FTE’s


Automation FactoryBuilt on Agile DevOps model to digitize even the most demanding

processes. Pre-built reusable assets, multi-skilled, leverage resources,

consumption based on-demand model. Accelerated deployment

Agile Process Automation

Design + Create + Scale

Industrial, Scale, Secure,

Resilient


Intelligent Automation in the Cloud.An always-ready, truly elastic digital workforce that scales with business demand free of fixed

overhead and hidden costs. Productive capacity at the push of a button – full adherence to your

operating procedures

Deploy + Test + Scale + Run

Agile Process Automation


“Designed for operations” and built upon Agile DevOps model

to exploit insights from our delivery transformation, in a repeatable, scalable way.

Analytics SecurityWorkplace

& Mobility

Enterprise &

Cloud Apps

Cloud,

Platforms

& ITO

Business

Process

Services

Application

Services

Intelligence Orchestration Automation

Next-gen digital delivery platform

Applied at scale across our delivery engine

Enabling us to work smarter, faster and more efficiently for our clients

Deployed via Analytics, Lean, and Automation assets

800+Automation Experts

1000+Robots

Cognitive/AI Platforms

How do you achieve industrial scale?


Intelligent Automation Building Blocks

Virtual

Agents

Neural

Networks

Machine

Learning

RPAComputer

Vision

Natural

Language

Processing

• Structured data – automate fast

• Unstructured data

• Cognitive/self-service solutions are

becoming mainstream

• AI led RPA experimentation

• Intelligent AI integrated to people &

virtual agents coming soon

• Digital workforce

• Unprecedented productivity from people

• New suite of value propositions

• Greater policy profitability

• Less revenue leakage

• Greater claim accuracy

• Less risk


Intelligent Automation at DXC

Core Competency (COE): Automation Consultants, Business Process Consultants, organizational Change Consultants,

Software Specialist, Software Partners, System Integration

Ac

cu

mu

late

d T

ota

l Re

turn

sRobotic Process Automation

• Front, Mid and Back office Business Process Automation Consulting & Strategy

• Digitalization

• Self-service/Cognitive wave 1

• Automation-as-a-Service

Artificial Intelligence Engine

• Architecture Abstraction Layer for interacting with autonomics services

• Cognitive Computing wave 2

• Unified Customer Experience

• Fully Integrated Front, Middle & Back-Office

Intelligent Automation Platform

• Complete end-to-end Intelligent Automation Platform

as a Service

• Re-usable IP enabled asset library

• Internet of Things Integration

Structured Data Unstructured Data

Next Frontier


The Future starts NowTHANK YOU

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