Automated Intelligent Ticket Routing

Business Challenge
Manual assignment of tickets; excessive human effort for assigning tickets; simple yes-no judgements needed rigid, guided diagnostics; and machine learning techniques did not utilize domain knowledge

DeepInsights™ Solution
It guides diagnostics on a probabilistic basis, embedding expert knowledge. DeepInsights™ extracts key features from data to predict probabilities of closing tickets. It also assigns tickets to the right resources and uses online learning algorithms to assign and learn.

Benefits
Optimizes allocation of tickets by assigning more tickets to better resources, adopts natural, data-driven selection and matching of supply and demand, reduces time for closure of tickets. It also increases user satisfaction, automates diagnostic and repair process by linking with RPA, and reduces effort in allocation of tickets.

Cognitive Next-best-action Prediction

Business Challenge
Large number of application support tickets, majority of ticket resolutions required minimal guidance, guidance systems were rule-based and unintelligent, and self-help systems could not learn from past data or patterns

DeepInsights™ Solution
Utilizes historical trend and pattern identification for ticket resolution and graphical models of probabilistic next resolution steps. Aggregates support data from relevant sources and recommends ‘next-best-action’ to support staff and users.

Benefits
Reduced time for closure of tickets, assistance on ‘next-best-action’, Self-help platforms for end-users, and natural, data-driven selection of better ticket resolution.

Cognitive Data Extraction & Analytics

Business Challenge
Lack of actionable insights from physical and digital sources; manual data analysis is challenging, costly, and low on accuracy; information resides in varied data and document types, and lack of information standardization
DeepInsights™ Solution
Machine learning for intelligent extraction and analysis of data, cognitive data extraction to convert documents to machine readable format, built-in big data analytics module for structured/unstructured data, and key metrics that trigger next steps in automation
Benefits
Over 95% accuracy in detection and extraction of key fields, reduction in data extraction time by over 70%, reduction in operating costs by over 50%, improved client satisfaction through near-real-time data analysis, and exponential reduction in turnaround time

Policy Document Analysis & Chatbot-based Interaction

Business Challenge
Large proportion of in-bound queries from brokers and customers; manual data analysis is challenging, costly, and low on accuracy; need to respond in near-real-time; need to reduce demands on teams and prevent inconsistent responses to customer queries
DeepInsights™ Solution
NLP to understand the ‘intent’ of query and minimize manual intervention, cognitive data extraction to convert documents into machine readable format, built-in big data analytics module for structured/unstructured data, and 24/7 versatile customer interactions.
Benefits
Achieves over 97% accuracy in data extracted from policy documents, reduction from 60 to 5 seconds/field for time taken to find relevant information, reduction in operating costs by over 60%, and improved customer satisfaction through 24/7 query support

Incident Management in IT Operations

Business Challenge
Incident information logged either by user or by set of automated business rules, inconsistent and diverse information fields, manual categorization of incidences, complex incidence routing, and resolution of incidences from existing massive knowledge repositories
DeepInsights™ Solution
Extracts key features from tickets, AI engine intelligently categorizes incidences based on past data, and predictive engine predicts probabilities of closing tickets and ranks based on deep learning and Bayesian models. RPA systems route incidences to respective experts and initiates business processes. Recommendation engine shortlists and identifies documents for resolution
Benefits
Faster, accurate, and automated incidence categorization and routing, reduced time for incidence resolutions, optimization of incidence allocation, optimal assigning of incidences in a dynamic context, and real-time knowledge management system for quicker resolution

Self-healing of IT Operations

Business Challenge
Numerous application support tickets, difficulty in identifying and prioritizing high risks, long cycle times, high manual intervention, and excessive effort to resolve incidences
DeepInsights™ Solution
Cognitive engine ingests data from event logs to identify events, predictive analytics engine predicts incidences that lead to IT infrastructure failures, identifies cause based on historical knowledge repositories using self-learning, uses RPA to automate resolutions and AI bots to resolve issues
Benefits
Over 95% accuracy in predicting events, reduced resolution times, expedition of resolution management with minimal manual intervention, enhanced infrastructure reliability due to automated, preventive maintenance schedules; and increased business continuity

Broker Claim Submission Analysis

Business Challenge
Large volume of in-bound documents from brokers in different formats, lack of consistency in document structure, and time-consuming and tedious quotes process
DeepInsights™ Solution
AI engine iterates and deploys predictive techniques and checks for inter-field validity and flags values with low confidence. RPA systems access key fields and update legacy databases. Predictive analytics engine predicts quote conversion probability and highlights high/low performing brokers.
Benefits
Over 90% reduction in processing time per document, predictive analytics prioritizes underwriting queue as per quote conversion probability, and achieves 90% accuracy in predicting deal conversion

Email Analytics, Segregation, and Routing

Business Challenge
Processing and responding to a large volume of inbound mails, assessing and classifying emails requires effort of experts, routing of emails is time-consuming, prone to errors, and dependent on the domain knowledge of assessing experts; and manual segregation requires elongated time for action
DeepInsights™ Solution
Scalable, email data provisioning system for intelligent ingestion and cognitive engine that reads emails and identifies topics. Classification and prediction engine segregates, prioritizes, and assigns emails to various classes and routes to the right workflow.
Benefits
Rapid email data ingestion and intelligent analysis, reduced requirement of domain experts, decreased time for processing and segregating emails, real-time routing of emails, and intelligent end-to-end workflow platform for email processing, routing, and knowledge management