PEGASYSTEMS ’ MORGAN GIVES EXAMPLES OF WHERE RPA AND AI ARE BEING USED EFFECTIVELY TODAY
Morgan offers up some valuable use cases of where RPA and AI-powered RPA have been implemented to improve business operations .
“ A good example of where robotics and automation have been used effectively is at the international insurer and reinsurer , QBE European Operations ( QBE EO ). The firm deployed more than 150 RPA bots to automate routine tasks such as reading and extracting data from documents , opening and filing emails , and performing calculations in both the claims and credit control areas of the business .
“ Meanwhile , Shawbrook Bank was able to improve its loan processing time by 75 % and saved 1,500 hours monthly by deploying an AI-driven platform . It also provided cost-saving benefits by allowing colleagues to process an increased load of loan applications with the same resources . This proves it is the combination of automation and augmenting employees that is the way forward .”
“ For example , doing so should not lower customer support where capabilities to interact with AI are too specific and not cover all potential use cases , especially lessutilised workflows . If this happens , it can lead to a reduction in customer satisfaction .”
Meanwhile , for Morgan , the future harmony of AI and RPA needs to exist on new , adaptable infrastructures .
“ The next generation of automation must do more than just sit on top of legacy systems ,” he explains .
“ Most companies have already shifted to improving processes end-to-end rather than point-to-point automation , and
126 February 2024