Frende, an insurance company in Norway, sought to improve customer service and claims handling efficiency without increasing staff. Facing hundreds of daily customer inquiries and vendor invoices, they experienced issues like misrouted emails, duplicated reviews, and slow invoice processing. By deploying SS&C Blue Prism digital workers integrated with Microsoft AI technologies, Frende automated the triage, summarization, and routing of claims emails and automated non-standard invoice processing from vendors. Digital workers extract information using large language models to interpret unstructured data, summarize claims, and validate invoice details. This solution allowed Frende to handle a growing customer base without hiring more claims handlers, reduced customer dissatisfaction by 20%, enabled vendor payments within a day, and achieved an NPS score of 88. Frende’s approach is now foundational for further automation, including end-to-end travel claims processing.The article outlines the business and technical context, customer and partner involvement, and clear metrics for business impact, including automation share and customer satisfaction.
Allianz, a leading global insurer, implemented intelligent automation across its business lines using a digital workforce based on Blue Prism and Microsoft Azure.The automation program initially targeted high-impact processes in underwriting, pricing, finance, IT, compliance, and claims.Sixty digital 'workers' now automate over 100 processes and approximately 2.5 million transactions yearly.Foundational investments in governance, training, and change management underpinned rapid scaling.Allianz enhanced its automation solution with technologies such as OCR and conversational understanding AI to handle unstructured data, allowing broader impact across the organization.Automation freed employees from repetitive manual tasks, enabling higher-value work and driving progress on digital and data strategies.Improved operations led to better service for 126 million customers in 70 countries.
Aviva, a leading UK insurance provider, executed a large-scale automation and digital transformation initiative by deploying a comprehensive Robotic Operating Model (ROM).The project centered on Blue Prism's RPA and integrated Microsoft enterprise automation solutions (including Exchange webservices integration) to govern and scale over 350 automated processes across the organization.Vetting and governance are emphasized, with each process undergoing robust evaluation and code quality checks driven by IT teams.Continuous delivery and object reuse accelerate speed to market and optimize resource utilization.Splunk dashboards are used for exception prioritization, resulting in a 99% problem resolution rate and savings in time and resources.This automation framework has streamlined insurance workflows, improved claims processing, and enabled further IT innovation at Aviva.
Telefónica, a leading telecommunications provider in Spain, faced the challenge of managing vast amounts of network data, seeking more efficient network optimization and customer service automation. Collaborating with Microsoft, Telefónica deployed a big data analytics architecture leveraging Azure, Azure Data Explorer, and Azure Databricks. This enables real-time processing and analysis of network data and anomaly detection. The integration of Power BI facilitated advanced dashboards and business insights, and more than 1,000 digital workers were deployed using Blue Prism RPA integrated with Microsoft technology. This intelligent automation supports proactive issue identification and improved customer experience, reducing operational time and maintaining high service standards in the company's B2C operations. The implementation resulted in increased network reliability, streamlined operations, and a measurable reduction in manual intervention.The project highlights the collaboration between Telefónica and Microsoft to harness AI and automation to transform large-scale network operations.