Are you facing these challenges in your business? Conversational AI for exceptional customer care Automate inquiries across any channel Ensure security and data ownership Powerful AI integrations to meet your needs No-code user interface Enterprise-ready

digitize Support Problem 1. Digitize,
Problema: Digitalizar

Solution To Digitize, is to prepare RPA: What it is, and what it isn’t. Basic RPA is a way to easily automate individual, relatively simple tasks that would otherwise be handled manually. It doesnt automate entire business processes or workflows on its own.

    • Solution: Digitize Your Platform. Model as-is onboarding process Enhance as-is anecdotal models with empirical performance data.
    Scan and convert forms and documents e.g. enrollment, applications, verification, etc. Model as-is processes to identify process opportunities Digitize and capture data from refund request forms Create customer facing application using low-code tooling.

    Solución: Mejorar modelos anecdóticos existentes con datos empíricos de rendimiento Escanear y convertir formularios y documentos, como inscripciones, solicitudes, verificaciones, etc. Modelar procesos existentes para identificar oportunidades de mejora Digitalizar y capturar datos de formularios de solicitudes de reembolso Crear una aplicación orientada al cliente utilizando herramientas de desarrollo de bajo código.

    Robots: Opportunity or threat? Understandably, automation may be seen as a threat to job security. When deployed properly, however, it becomes a source of opportunity both for the business and its workforce:
    • RPA replaces tasks, not humans, by automating highly repetitive tasks to help workers do their jobs better.
    • Worker knowledge becomes more valuable because they now have the time to apply it to benefit the business and its customers.
    • RPA can help achieve gains in accuracy and speed.

    La automatización robótica de procesos (RPA) reemplaza tareas, no a los humanos, al automatizar tareas altamente repetitivas para ayudar a los trabajadores a desempeñar mejor sus trabajos. El conocimiento del trabajador se vuelve más valioso porque ahora tienen tiempo para aplicarlo en beneficio del negocio y sus clientes.

    Results

    1.Data Capture and Scanning
    Basic RPA can automate repetitive back-office tasks, such as invoice or claims processing, that dont require human judgment. And its easy to implement in the right use cases and carries low risk, because it replicates manual tasks that already exist La RPA básica puede automatizar tareas repetitivas de oficina, como el procesamiento de facturas o reclamaciones, que no requieren juicio humano. Además, es fácil de implementar en los casos de uso adecuados y conlleva un bajo riesgo, ya que replica tareas manuales que ya existen.
    2.Content Management and Process Modeling
    When To Use. To speed simple tasks that can be precisely documented and have a defined sequence of steps. Cuándo usarlo: Para acelerar tareas simples que pueden ser documentadas de manera precisa y tienen una secuencia definida de pasos.
    3.Decision Modeling and Robotic Process Automation.
    The key is to clearly understand when basic RPA is enough, and when its time to consider a more full-featured RPA solution that includes capabilities such as unstructured data capture, intelligent chatbots, or advanced decisioning or content services La clave está en comprender claramente cuándo es suficiente el RPA básico y cuándo es el momento de considerar una solución de RPA más completa que incluya capacidades como la captura de datos no estructurados, chatbots inteligentes o toma de decisiones avanzada o servicios de contenido.

    Potential ROI Moderate to moderately high, depending on how much routine tasks currently cost.
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    analyze and optimize SupportProblem 2. Analyze and Optimize,
    Problema: Entrada y procesamiento manual de datos

    digitizeSolution : Analyze existing performance gaps. Brainstorm and simulate solutions. Model to-be process. Setup additional process mining discovery points. Define new/enhanced KPIs. Mine process data from line of business systems to help analyze existing performance gaps. Monitor customer support KPIs around refund processing with real time dashboards.

    • Basic RPA can be so inexpensive and easy to deploy that in most cases there is little if any financial or business risk in experimenting with it. Pilot programs in which one, or a few, tasks are automated can be set up in a few days or weeks. These programs can provide useful learning opportunities as well as data you can use to build a business case for more robust “RPA plus” automation.

    Solución: Automatizar tareas de entrada y procesamiento de datos utilizando tecnologías de IA.
    Watson Assistant aprovecha capacidades avanzadas de IA para extraer y procesar datos, ahorrando tiempo, reduciendo errores y optimizando sus operaciones. Vamos a hablar hoy. Si Ud. tiene preguntas, vamos a hablar!

    Results

    1.Operational Intelligence.
    Implementing basic RPA is remarkably simple. The task is performed by a human as usual and recorded for the software. The resulting script is fine-tuned to ensure all potential task variations are accounted for. The resulting robot is tested to ensure it works. Implementar RPA básico es notablemente sencillo. La tarea se realiza por un humano como de costumbre y se "graba" para el software. El script resultante se ajusta para asegurar que se contemplen todas las posibles variaciones de la tarea. El robot resultante se prueba para asegurar su correcto funcionamiento.
    2.Process Mining.
    Quickly understand your as-is processes to pinpoint inefficiencies and bottlenecks so that you have confidence you are automating the areas of highest priority 2.Comprender rápidamente su procesos tal como están para identificar ineficiencias y cuellos de botella para que tenga confianza estas automatizando las areas de máxima prioridad
    3.Process Modeling.
    Augment your workforce with digital employees to free humans for higher- value work and innovation 3.Aumente su fuerza de trabajo con empleados digitales para humanos libres para superior- valoran el trabajo y la innovación

    Intelligent Automation: By harnessing AI technologies, Watson Assistant automates routine tasks, freeing up valuable time and resources for your team.
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    automate Support Problem 3. Act,
    Problema: Falta de No Actuar

    Solution
    Solution: Save official documents to a shared, secure workspace Use digital labor to copy data from scanned documents into onboarding systems and reduce integration requirements Implement approval steps and exception pathways in workflows Automate routine employee, vendor and customer onboarding decisions. Automate important refund decisions: warranty checks, troubleshooting pathways, fraud detection, etc. - prior to approval Automatically route requests requiring manual review to the appropriate customer support representative(s) Use workflow to streamline the refund process and help ensure timely refunds for valid requests



    • Solución: Implementar estrategias de marketing personalizadas utilizando información impulsada por IA. Watson Assistant le ayuda a comprender las preferencias, comportamientos y necesidades de sus clientes, lo que le permite crear campañas de marketing dirigidas y personalizadas que conecten con su audiencia.
    Watson Assistant aprovecha capacidades avanzadas de IA para extraer y procesar datos, ahorrando tiempo, reduciendo errores y optimizando sus operaciones.

    Results

    1.Frequent Trips to Replenish Supplies
    As a developer on a project, for example, to leave, and go to the store. 1 Hour. $65 per hour. Supplies. May not be fresh, best price. Order delivery at last minute equals variable expenses. Transportation. Gas, traffic and time. 4. Dignity, nothing like seeing your local shoppers watching you buy supplies. 5. Uncontrollable delivery fees and loss of time. Tasks that are simple, consistent and repeatable.
    • Repetitive low-skill tasks that are prone to human error.
    • Existing or planned processes where automation can improve productivity, and efficiency.
    • Tasks that can be executed quickly to improve customer and worker experiences
  • Tareas repetitivas de baja habilidad que son propensas a errores humanos.
  • Procesos existentes o planificados en los que la automatización puede mejorar la productividad y eficiencia.
  • Tareas que pueden ser ejecutadas rápidamente para mejorar la experiencia de los clientes y trabajadores.
    •
    2.Talking to a robot versus a human.
    There are instances when clients and customers may choose, for various reasons, to communicate directly with a representative. This aligns with The Principle of Immediate Assistance which emphasizes the importance of promptly providing human support when the situation demands it. We recognize the need to adapt and be responsive to their inquiries. This proactive approach will foster greater acceptance of technology among individuals. As an example, in November 2022, we successfully launched a Twilio outbound dialing chatbot, demonstrating our commitment to leveraging technology for efficient communication. En ocasiones, los clientes y usuarios pueden optar, por diversas razones, por comunicarse directamente con un representante. Esto se alinea con "El Principio de Asistencia Inmediata", que enfatiza la importancia de proporcionar un apoyo humano de manera rápida cuando la situación lo requiere. Reconocemos la necesidad de adaptarnos y ser receptivos a sus consultas, asegurándonos de encontrarnos en sus plataformas preferidas.
    3.Symbiotics
    Chatbots are revolutionizing customer service, and whether you embrace them or not, they are becoming increasingly prevalent in businesses worldwide. With the rise of third-party applications, chatbot services are often outsourced outside of the USA, resulting in interactions with staff members who may never physically visit your store or meet you in person. In the evolution of communication technology, chatbots are to customer service representatives what email was to the post office or cellphones were to landlines. Automation has already transformed various aspects of our daily lives, from scheduling milk deliveries to content creation and email management. Trust in automation is becoming synonymous with trust. The bottom line is that chatbots are a growing reality, with or without your direct involvement. Los chatbots están revolucionando el servicio al cliente, y ya sea que los aceptes o no, están ganando cada vez más presencia en los negocios de todo el mundo. Con la proliferación de aplicaciones de terceros, los servicios de chatbot a menudo se externalizan fuera de los Estados Unidos. En la evolución de la tecnología de comunicación, los chatbots son para los representantes de servicio al cliente lo que el correo electrónico fue para la oficina de correos o los teléfonos celulares fueron para los teléfonos fijos. La automatización ya ha transformado varios aspectos de nuestra vida diaria. En resumen, los chatbots son una realidad en crecimiento, con o sin tu participación directa.

    Chatbots are revolutionizing customer service and whether you embrace it or not, they are becoming increasingly prevalent in businesses worldwide, transforming various aspects of daily life and establishing trust in automation.
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