As an international healthcare company Bupa’s main focus is it’s customers, reinvesting profits into providing more and better healthcare. Bupa’s mission is to be there for customers whenever needed, harnessing digitalisation, data and analytics, and developing products and services that are exceptional and suited to their needs.
Infosys has been a strategic partner with Bupa since September 2019. We continue to build and strengthen our client relationships globally with new projects adding value across Digital, RPA, Azure, and Salesforce as well as by our Enterprise Architects & BAs. We are committed to bringing continued improvements and innovations, EdgeVerve products being one of the many such propositions.
EdgeVerve Systems can help Bupa work towards putting the customer front and centre of all decision making with the help of best in class technology. We can help you meet your ambitions by leveraging the capabilities of AI and Automation, thereby bringing transformation across your globally spread services and operations.
Based on our research and expertise, we have identified a few AI and Automation game-changers to help transform your business with speed and agility:
We have everything you need to help you navigate the future with our AI platform, AI-enabled business applications, and our leading Automation platform, AssistEdge.
Bupa has a strong broker and partner network for its policy sale and distribution. Getting into contracts with them and multiple service providers, members etc. which runs into thousands.
Contract negotiation, tracking and review to ensure contract compliance are key activities involving a sizable team of lawyers, process SME’s and is a manually intensive process. The contracts are majorly present in unstructured data forms as scanned documents. These contracts govern how business is conducted and are governed by the law of the land. Not understanding legal obligations could lead to legal issues and incurring unnecessary expenses.
Since the number of contracts remain high, in-time renewals remains a big challenge. During disputes, the digitized information brings transparency and eases the flow of information.
Managing & analyzing multiple contracts with different stakeholders is a human intensive process and involves high costs incurred as fees of legal experts and legal process SME’s, the process is also slow and time consuming. The need is to automate the contract analysis and review process to get better visibility and searchability across contracts to identify the right clauses to watch out for, to keep a track of expiring contracts, or to identify any policies being violated by any of the involved parties in the network.
Nia Contracts Analysis ingests pertinent information from all contract agreements and captures relevant information from all contracts and other related documents such as contract clauses, policies and expiry. Knowledge models are created to capture contract rules, exceptions and resolutions. The knowledge model learns and evolves with operational knowledge and contract exceptions and has the capability to extract information from tabular data spanning across pages and handling capabilities like nested tables and merged cells. It provides the ability to handle complex contract document extraction and reviews.
A responsive Nia Chatbot interface with natural language can be provided to handle queries from users related to the contracts.
Digitization of contracts and automation of contract extraction
Saving high legal fees for contract reviews
Reduction in turnaround time
Improved compliance with contractual obligations
Comprehensive Risk Assessment module to identify your risk exposure through various Contractual terms and clauses
60% productivity increase for staff
600k contracts processed in two weeks
Processing the historic load of 24K+ global procurement contracts with Risk Scoring for all contracts, suppliers and document types.
90% Reduction in research effort & time
10X increase in productivity
60% Contract Cycle time reduction
As part of any medical intervention taken by an individual, patient health records get generated. They could be in the form of handwritten notes from a doctor or in a digital form as scanned documents. More and more healthcare providers are moving towards digitizing the patients records into their Electronic Medical Records (EMR’s) systems. But the information is still not available to the patient or another healthcare provider when the patient refers to another practitioner / provider for a condition. The healthcare industry is aggressively moving towards patient health record digitization and converting them to searchable text format. The benefits derived from this information in digitized format could be immense. EMR data can be used for disease registries, epidemiological studies, drug safety surveillance, clinical trials, healthcare audits, patient monitoring to name a few apart from easy access to clinicians.
Bupa can digitize patients’ data to derive the above mentioned benefits. The documents which are currently present in the form of hardcopies or as scanned documents can be uploaded in systems but are still not searchable. Lack of availability of patient health information in searchable formats can have an adverse impact on patient’s health and experience. The need is to have an intelligent, automated and scalable way of digitizing volumes of patient records both at the time of admission and retro, converting them to searchable information and storing for easy access and retrieval using technological solutions in order to reduce manual work and improve efficiency.
Nia DocAI helps with data extraction from a wide variety of document formats, automated classification of different documents, section identification and extraction of required fields ensuring accuracy. It provides a learning & review workbench for display of extracted data and human review for continued learning. Its access control provides a persona and workgroup based document display on the workbench.
NIA DocAI makes the extracted data available to the downstream application in json message format.
AssistEdge RPA’s software robots act as a downstream to DocAI and consumes the data for further processing. Its rich set of technology adapters and strong automation capabilities help not only in reading the document data received in the json but also in doing an end to end automation of repetitive tasks. It has capability to validate and massage the data, applying business rules, login to applications with specific roles, feeding data into ERP and multiple other systems and performing further tasks in the business process.
This helps in significantly improving the process efficiency with automation and making them as touchless as possible.
Suite of AI capabilities (OCR, Vision, NLP to name a few) to digitize documents of varying types and complexities
Data extraction with up to 80-90 % accuracy
Average handling time of extraction (AHT) reduced by 50%
Automated Claims Processing from claims requests of varying complexity, image quality, templates and structures for over 2000+ claims per day
More than 90% accuracy.
Expedited loan processing by digitizing 100K+ documents across a vast loan application database of 25K+ folders in 12 days
Traditional test automation processes have limitations on various fronts, for e.g., different tools support automating different application testing like Selenium for web applications and UFT for web and desktop applications. Whereas the RPA approach is platform independent and can be used to automate web, desktop, mainframe-based applications and those running on virtual machines like Citrix etc. The traditional test automation approach is also costly in the long run and requires high technical expertise to write the test scripts and has limited configurability which is not all encompassing.
The need is to have a comprehensive automated testing capability to handle:
Life Cycle Test Automation – Business Flow Automation involving multiple technologies and platforms
Test Data Management – Test data generation involving multiple applications, time intervals, Realtime, transactional
Citrix / Legacy Automation – surface automation image recognition, OCR etc
Unstructured Data Processing – Bank statements, letters, cheques, inbound and outbound correspondences etc
Non-Core Automation – Reconciliations, job monitoring, metrics reporting, data migrations etc
User Acceptance Testing – Business centric test automation
RPA brings the focus back to the Business Process by simplifying the Test Automation process. By unifying ease of development with advanced features such as AI & Cognitive Analysis, AssistEdge RPA bots are able to achieve levels of test automation never seen before. It enables
Model based test approach for increased test coverage
Ease of understanding by all stakeholders including business users
Faster development with reusable BOTs
Reduced re-work due to object property changes
Ease of handling change requests maintaining stability of the flowchart
Parallel execution in both Attended & Un-Attended modes with real time reporting
Efficient error handling with retry and recovery options
Integrates with DevOps pipeline to trigger test automation
Using AssistEdge RPA to augment test automation not only reduces dependency on human resources, it brings flexibility in test scheduling, monitoring & control, eases debugging failures and makes testing scalable.
100% test coverage
>20% reduction in scripting efforts
>50% reduction in maintenance efforts
100% automation coverage
Unattended test execution
Bupa has 18 technical environments with multiple releases running at the same time. There are tables in the database with hundreds of parameters across all 18 environments and as such there is a need to manage and synchronize these parameter values, configuration changes and customizations across all the environments. If any changes are made even to one parameter and its not replicated across different environments, it becomes challenging to locate and fix the issue in the absence of any kind of automation.
The need is to have an automated way to efficiently manage multiple releases and their configurations across different environments of Bupa in order to streamline the process of pushing upgrades and enhancements. This will help increase efficiency, reduce cost and enhance system and process reliability.
AssistEdge RPA’s rich set of technology adapters can integrate with multiple environments of Bupa and manage automated pushing of upgrades/releases and enhancements across all these different environments. AssistEdge RPA’s strong automation capabilities can also help in doing an end-to-end automation of repetitive tasks in processes like extraction, validating and massaging the data, applying business rules, login to applications with specific roles, feeding data into ERP and multiple other systems and performing further tasks in the business process.
AssistEdge RPA can reduce insurance policy renewal time to under 10 mins from 35~40 mins
Improved process efficiency by ~30%
Productivity improvement of more than 35%
90% improvement in process completion time
1,000,000+ Person hours saved
$40M+ Savings delivered through automation
300+ FTE Reassigned to more important activities
Process discovery is a manual activity at Bupa that takes up precious SME time and effort, it may also introduce human bias. Process automation is one of the key levers for reducing the cost of operations and making them efficient. After starting the automation drive, building process pipeline for automation is key to scale the automation initiative. Most of the time, there is no clarity on the sequence in which the processes should be picked for automation. Picking up a process for automation, without taking into consideration the variations, might lead to building automations which are not robust. Knowledge of the exact process is required as the documented SOP’s may not be up to date. Processes executed by the operations team on the ground may not be the exact documented process and the variation scenarios in the process may not be captured.
The need is to have an automated and scalable way of discovering the processes with its variations, along with having a prioritized process pipeline which can then be picked for automation.
AssistEdge Discover client is deployed on the desktops of operations agents of different processes. It captures the user interactions with systems, the click streams and keystrokes. The data from different agents performing the same processes are combined and run through AI algorithms, which capture the exact process executed. This helps to identify the process map and blueprint of the process along with the alternate paths, frequency and time taken per step. The process maps are validated with SME’s in significantly less time and application control metadata captured from agent interaction with the application helps build the automations faster.This also provides insights on which process is to be considered for unattended automation (RPA) and where attended automation (Engage) provides better ROI.
Rapid process discovery and identification of automation opportunities at large scale
Significant reduction in process discovery time
Reduction in turnaround time
Reduction in failures in automations since process variants are automated too
Automation Blueprint – an automation priority matrix
Granular visibility into processes with Interactive maps
Process insights to streamline processes and improve workforce productivity
The potential for $189k savings annually
Identified around 20% of process paths where user trainings can help in improving the efficiency
Root causes caused due to IT issues in the core application were identified and picked up for fixes
90% reduction in average handling time across all processes to 10min
Premium collection is one of the core business processes for any Insurance company. Industries have undergone dramatic customer centric shifts where customers can pay premiums anywhere anytime through any channel. Despite this, not all premiums are paid timely. Typical challenges faced by insurance companies are:
Reduction in collections received
Disputes due to disagreement between the policy holder and insurer on the policy terms and payments made. Overall impact is on customer loyalty and in effect the topline and the bottom line of the company
The need is to have a data driven, intelligent, more accurate risk segmentation of customers. It should rank customers and have an appropriate collection strategy in order to improve the premium collections and account receivables in general.
EdgeVerve’s FinXEdge Collect is a data driven intelligent application powered by advanced machine learning. It helps reduce premium payment defaults rates by providing:
It generates a 360-degree view of the customer to identify patterns and predict customer behavior. It is an over-the-top solution providing intelligence to the existing collections process.
10% call avoidance
29bps reduction in roll rates leading to 10bps reduction in charge offs
~100bps reduction in early-stage delinquency impacting more than $175M in higher collections in 1 year
The customer support center of Bupa caters to queries related to insurance plans and policies. Typically, a significant number of requests are made for repetitive queries on a few common topics. Answering these queries takes up a lot of agent time and freeing up agent time can lead to more opportunities for improving customer satisfaction.
When a service call is received by the Customer Success team, they tend to juggle between several applications to get the right information. Individuals often struggle to cope with disparate systems and knowledge sources which can lead to inefficiencies, high call handling time, low problem resolution rates and overall dissatisfaction for the customers.
The need is to deploy tools that will significantly ease the pressure of the Customer success team and make them ‘super-efficient individuals’ to handle customers in line with the company strategies. It should enhance the teams’ productivity along with reducing the learning curve to handle ever changing IT landscapes and processes.
Enable the Customer Success team and help desk representatives with AssistEdge Engage to make them more productive. Empower customers with new self-service channels for their common queries using Nia Chatbot and AssistEdge ReTEM solution for live chat.
AssistEdge Engage combines the rich capabilities of AI and automation to help organizations improve their customer service and individual’s productivity by automating repetitive tasks with a single click when they handle calls or tickets. The platform empowers individuals by offering rich customer context and 360⁰ customer view in a unified dashboard. AssistEdge Engage easily integrates with a soft phone through CTI integration. As soon as a call is received an auto search is performed and it aggregates data from multiple systems on a unified dashboard. Agents comply with ever changing SOPs using guided help.
Nia Chatbot provides a self-service channel for the customers & suppliers to choose the channel of choice for servicing. The AI & NLP-powered engine helps in intent identification. It is also powered by RPA automation and API integrations at the backend. The exceptions from the chatbot are seamlessly passed to the live agent due to the integration with AssistEdge ReTEM. The chat context is automatically passed to the agent, relieving the customer of the need to repeat the problem.
Improved agent morale and enhanced customer experience and reduced operational costs
Reduced call volumes and hold times and increased first call resolution
Provides actionable insights to center managers
Benefit via cross/up sell and ROI in less than three months
Up to 70% reduction in query handling time
20-50% reduction in Avg handling time
Up to 8% increase in NPS (Net promoter score)
Up to 15% improvement in first call resolution
Up to 30% reduction in repeat calls