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Transforming Customer Service in Insurance with Intelligent Automation

Transforming Customer Service in Insurance with Intelligent Automation

InsurTechs and new online insurance companies are disrupting the industry, forcing insurers to rethink how they interact with customers and deliver a high-quality customer experience. With the emergence of attended automation capabilities, Robotic Process Automation (RPA) is a critical technology solution empowering customer-facing associates to quickly deliver exceptional service by putting critical information at their fingertips, automating manual tasks and enabling real-time collaboration across the organization.

Automation Anywhere, the leading provider of RPA and cognitive intelligence solutions, will offer insights on how insurance organizations are using RPA, machine learning and attended automation to transform customer service.

During this session, we will discuss:
•Robotic Process Automation trends and benefits
•Use cases describing where companies typically apply RPA in the insurance industry
•Specific examples showing how RPA and attended automation can be used to improve customer service in insurance organizations

About the speaker - Kenneth Mertzel, Global Industry Leader – Financial Services

Ken Mertzel is the Global Industry Leader for Insurance and Banking at Automation Anywhere, a leader in robotic process automation (RPA). Ken brings more than 25 years of experience as a Financial Services industry executive improving business performance and organizational effectiveness. Previously, he served as chief financial officer of the Insurance Group at Bank of America as well as associate partner at Accenture, finance controller at Progressive Insurance and consultant at Bain & Company. At Automation Anywhere, Ken leads a team that develops customized RPA and intelligent automation solutions to help insurance, banking and finance customers improve productivity and lower operating costs.
Recorded Oct 22 2019 42 mins
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Presented by
Ken Mertzel – Global Industry Leader, Financial Services at Automation Anywhere
Presentation preview: Transforming Customer Service in Insurance with Intelligent Automation

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    Ken Mertzel – Global Industry Leader, Financial Services at Automation Anywhere
    Transforming Customer Service in Insurance with Intelligent Automation

    InsurTechs and new online insurance companies are disrupting the industry, forcing insurers to rethink how they interact with customers and deliver a high-quality customer experience. With the emergence of attended automation capabilities, Robotic Process Automation (RPA) is a critical technology solution empowering customer-facing associates to quickly deliver exceptional service by putting critical information at their fingertips, automating manual tasks and enabling real-time collaboration across the organization.

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    •Specific examples showing how RPA and attended automation can be used to improve customer service in insurance organizations

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    ABOUT THE SPEAKERS

    Craig Le Clair - Vice President - Principal Analyst, Forrester

    Craig serves enterprise architecture and business process professionals. He is an internationally recognized expert in automation, AI, and the future of work. His technology coverage areas include robotic process automation, AI solutions in financial services, and the potential workforce disruption due to these technologies. His 2019 book, Invisible Robots in the Quiet of the Night, has been met with wide acclaim. A prolific writer and speaker, Craig is frequently quoted in The Wall Street Journal, New York Times, USA Today, Forbes, and many other publications and media outlets. Dynamic case management, electronic signature, and customer communications management round out his coverage.

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    * Read Craig's Blog Posts: https://go.forrester.com/blogs/author/craig_le_clair/
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Go Be Great
Automation Anywhere empowers people whose ideas, thought and focus make the companies they work for great. We deliver the world’s most sophisticated Digital Workforce Platform making work more human by automating business processes and liberating people.

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  • Presented by: Ken Mertzel – Global Industry Leader, Financial Services at Automation Anywhere
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