Automating Omni-Channel

Digital Interactions with Servion and Nice

Naresh Govindarajan
SVP & Global Head of Strategic Partnerships
www.servion.com | © Servion Global Solutions

1
Waiting
is the hardest
part!

2
Waiting
is the frustrating
part!

3
Waiting
is the annoying
part!

4
Waiting
is the energy
Sapping part!

5
Waiting
is what bores
you to…

6
But when it comes
to business, it is
‘business
as usual’
7
 The Simple Formula of CX

Outstanding
Quick + Error-Free + Efficient =
CX

8
Automation Strategy For CX

People Technology Process

Strategy of distraction Millennials no longer
is no longer a
solutions
Automation want to do mundane
and routine jobs.

9
 Industry Adoption

28% 40% Market to reach

of companies 50%
have
believe RPA tools are
the most enabling
plan to or are actively pursuing $4.98 billion
implemented RPA pilots globally by 2020
technology today
RPA

Sources: Everest Group, HFS Research & Transparency Market Research

10
Automation Anxiety

11
Impact of ATM in Banking* (88-04)

Reduced Increased
Tellers Reduced
Reduced by Operations
20% Cost Branches Increased
Increased Employees
by 43%

*Source: The Economist

12
 Automation gets
work done
quickly and
cheaply,
increasing demand for
super skilled
workforce

13
 Why Do You Need Automation?
1 Drive Service Excellence | Service levels up by 25-50%

Automation 2 Optimizes Cost | 20-50%

Can 3 Boosts Profitability | 70% improvement in processing time

Redefine
4 Fuels Growth & Productivity | 60% reduction in manual effort
Your
Business 5 Drives Compliance | 100%

6 Steers Innovation

14
Artificial Intelligence in CC Process Re-imagination
RPA reduces CES, Agents effort on ACW and improves TAT to the customers

Automate Desktop workflow

across multiple screens /
Alert the specialist and windows to create a UNIFIED
Avaya assign the work request DESKTOP. Can input data in
Cisco relevant fields powered
Genesis by AI.
ININ

Understand intent of the

NO
interaction using Speech
analytics/NLP, keyword
spotting for chat/email/Social Service
ACD Request Created. Robots
IVR Virtual using AI and respond to the Request Request NO
Assistant email/chat/IVR channel. Processed Processed process the request and
CTI track the SR to closure
? ?

YES

YES
Interaction
Terminated

15
Aren’t They All just Bots?

Unattended Attended
VS
Automation Automation

16
 Unattended Automation
Improve
Productivity Opportunities for Automation

Increase
Compliance Sales & Customer
Operations
Distribution Service

Handle
Volume & TAT
• Quote to cash
• Customer Onboarding
• Application processing
• Order Fulfilment • Pre-Authorizations
• Routines Queries • Ledger Posting
• Renewals and Reversals • Incident Management

Rules-Based Processing

17
 Attended Automation
Boost
Operational Agility Opportunities for Automation

Enhance
Staff Productivity Sales & Customer
Operations
Distribution Service

Elevate
Customer Experience
• Personalized offers • Intelligent Self-service • Claims Review
• Underwriting • Dispute Resolution • Fraud Management
• Mortgage Processing • Proactive Services • Billing & Collections

Cognitive Processing

18
 How Do You Get Started
Process-wise Automation Phasing &
Process
automation Benefits Implementation
Understanding
assessment Quantification Roadmap

Analyze
• Asses how much of a
Transform
• Which set of processes
process can be • Process attributes at L4 level you should
• Analyse quantifiable target to Volumes
• Transaction
automated • Functional Overview automate• first? • •Process
PrepareAutomation
businessFeasibility
cases
Inputs • Data
benefits you canSources
get byUsed Average Handling Times
• Operational Process Walkthrough Score
with ROI
• Assign Automation • Scenarios
automating a process & Process Changes •
• Start with aFTE Details
scores to each • Improve TAT?, Improve management buy-in • Drive change with
processes
Activities • Automation scoring at L4 process operational support
• Process Maps creation (L1Compliance?
to L5) • Prioritize automation schedule
(Process & level • ROI Definition
• Business Rules Documentation based on benefits & ROI
Operations) • TO BE process Definition

Assess
• Technical Landscape & Systems
Activities (Tech) • AA capability to automate L4 steps
Identify
• Bot sizing & scheduling • Implementation & Rollout plan
overview
• Automation Feasibility Score • Phased Implementation
Output • Process Maps • FTE Savings
• TO BE process definition Roadmap

Servion Process Automation & ROI Calculator (SPARC)

19
 Typical Output
SUMMARY OF One Stop Directs Invoice Processing

GENERAL INFORMATION RESPONSE SUMMARY

Process NameOne
: Stop Directs Invoice Processing One Stop Directs is a process where in the suppliers delivers the goods directly to the One Stop stores. This covers around 30+ suppliers who supply goods directly to stores. One Stop Directs Invoice Processing cover
Assessment conductedSERVION
by :
SERVION
Reviewed by (Internal) :

28-Feb-2018
Last updated on :

AUTOMATION CHARACTERISTICS (Overall) AUTOMATION BY SUB-PROCESS STEP METRICS INFORMATION

LOGIC BASED 81% EDI File Processing 96% Average Volumes (Monthly) : 27000 (Std)
STRUCTURED DATA 100% Pre-process Checks 92% Average Handling Time (AHT (mins)) : 1.5
CHANGE FREQUENCY 94% Fallout Invoice Processing 58% FTE Loading : 4
EXCEPTION FREQUENCY 94% LOGIC Reporting & Tracking 100% FTE QC : NA
BASED, 81%
CANDIDATE TYPE 87% AS-IS Utilization % : NA
Automation Score 62.0% CANDIDATE
Non-Automatable % 38.0% TYPE, 87% STRUCTURE
D DATA,
100%
Non-
Automatable %,
38.0% FTE Savings (Projected)
96% 100% EDI File Processing 0.5
92%
Pre-process Checks 0.3
58% Fallout Invoice Processing 2.0
Reporting & Tracking 0.2
EXCEPTION Overall FTE Savings 3.00
FREQUENCY, CHANGE
Automation FREQUENCY,
Score, 62.0% 94%
94%
EDI File Pre-process Fallout Reporting &
Processing Checks Invoice Tracking
Processing

20
Case Study: A Leading Global Bank in Asia
20 12 3808 19 9 to 3 days
FACTS Processes Robots Daily transactions
IMPACT FTE’s Saved For transaction processing

• Posting Adjustment • Unposted Merchant • Cardholder Account

• Financial Adjustment
• GL Posting
• Rewards Enrolment
PROCESS
• Rewards Redemption
• Balance Transfer Creation
• Refund Fund
disbursement
Transaction posting
• Dispute & Chargeback
• Merchant Settlement & Ops
Finance
• Merchant Maintenance
• Merchants Documentation
management (8 Processes)
- Posting Adjustment
- Balance Transfer Creation
- Changing credit limit
- Credit Shield enrolment
- Letter Issuance

21
 Omni-Channel
Digital Interactions
LIVE DEMO

22
23
24
Thank you! Follow Us

Serviont is a registered trademark worldwide. The mention of other product

and service names might be trademarks of other companies. This document is
current as of the initial date of publication and may be changed at any given www.servion.com
point of time. Please do not print if not necessary. Please Recycle.
Copyright Servion Global Solutions

25