kodak info insight platform: kodak alaris
Post on 27-Jan-2015
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Eastman Kodak Company – Controlled Confidential Distribution Only
Kodak Info Insight Platform 2013/04/19
Insure The Future With Kodak Info Insight Platform
Global Directions 2013
What Most Organizations Seek
Ability to Scale
Business
More Efficient
Processes
Improve Customer
Loyalty
Cost Savings
Grow Revenue
To Achieve This, Organizations Must
D D
D
Manage Input
Manage Business
Processes & Cases
Manage Customer
Interactions
Manage Knowledge
Ability to Scale
Business
Faster Response
More Input Diversity
Co
mm
un
icat
ion
Fr
eq
ue
ncy
Se
lf S
erv
ice
G
en
era
tio
n
Social Transparency
Co
st &
Co
mp
etitio
n
Unstructured Content
Pro
cess
Inte
gration
Challenges That Organizations Face
Digital Service Strategy
Learn Content
Automate Processes
Generate New Opportunities
Achieve Intelligence
Mailroom Response
Self Service
Integration Platform Editions
Web Scout Com Crawler
Knowledge
D D
D
Response Management Web Self Service Knowledge Management
Public Corporate
INFO INSIGHT WORKLOW & INTEGRATION PLATFORM
Supervised Content Text Modules Communications Documents File Systems Decisions Experts Communities
Example 1: Insurance Company
• Composite Insurance company
• 2 million members
•Manual process for calculating rates and adjusting benefits
Challenges And Goals
• Prevent switching between media, which occurs when employees need to manually access third-party systems
•Decrease average processing time per inquiry
• Create one integrated software solution to automate all text-based customer inquiries
• Expedited capturing, routing and processing of customer inquiries
• Improved quality through test routines and service level reporting
Key Customer Requirements
• Classifying incoming emails based on content through keywords and intelligent analysis
•Automated identification and extraction of relevant data from email messages
•Automated validation and transfer of data to third-party software via Web services
• Response template is automatically populated with output (PDF) and is then archived
•Manual processing is limited to reviewing and sending
Classify contents
Identify relevant
data
Create proposal
Review (Quality control)
Response
Archive
Manual
Automated
Before Implementation
10 Minutes
Classify text
Extraction Web
Service
Generate proposal
Review (Quality Control)
Archive Response
Manual
Automated
After Implementation
57
Seconds
Reduction of Processing Time 90%
Example 2 – Online Car Insurance
• Leading online auto insurance company
– 8,600 employees
– 10 million customers
– €5.5 B($7 B)in premiums
• Exclusively processes customer dialogs via email and through their Web portal
– Volume of about 50 million per year
• Existing correspondence management solution offers limited functionality and cannot cope with increased processing volumes
Challenges And Goals
•No cross-channel customer and case histories
• Incoming email messages are largely processed manually
– Frequent switching between media, as there is no interface to legacy systems
• Incoming emails automatically need to be classified into approximately 100 different process categories
•New solution must run stably and demonstrate high performance, especially in the face of high processing volumes
Key Customer Requirements
• Content classification of incoming emails through keywords and intelligent analysis
•Automatic identification and extraction of relevant data from email messages
•Automatic validation against HOST system
•Automatic storage in third-party systems (image archive, processing software)
•Automatic population of process-specific response templates
• Implementation of centralized knowledge base that will also be utilized in self-service on the website
Realized Results And Benefits
• Considerable reduction of average processing time per case
•About 80% of all emails are automatically assigned to correct process
•Up to 40% of emails, including relevant data, are transferred to processing system without manual intervention
• Close to 1 in 4 online inquiries on the website are brought to conclusion with suggestive responses
Realized Results And Benefits
25% Web
Inquiry Automation
80% Automatically
Assigned
40%
Automatically
Transferred Considerable
Time Reduction per Case
Automated Claims Processing
Responsive Customer Dialog
Claims Agent with Info Insight Solution
New Business Opportunities
Fraud Detection
Responsive Customer Dialog
All Communication Channels
Suggestive Answers
Intelligent Skill Based Routing
Reduced Average Handling Time
Social Media Engagement
Increase Customer Satisfaction
New Business Opportunities
Help Customers Complete Process
Proactive Customer Interaction
Repurpose Available Time
Sell New Insurance Products
Increase Customer Loyalty
Automated Claims Processing
Faster End-to-End Processing
Automate Repetitive Tasks
Paper, Email, Social Media, Etc.
Self Learning Classification
Seamless Integration with Systems
Fraud Detection
Very Flexible Integration Options
Dynamic Knowledge Base
Customer Communication History
Unstructured Content Classification
Example 3 – Consumer Electronics
100%
55%
45%
Case Study: Consumer Electronics
•World leader in consumer electronics
• Product warranty and return management
•Ongoing shift from retail to direct customer communications
–Driven by changing end user expectations
–Now 45% B2B and 55% B2C
• Total number of cases increases by 30% per year
Challenges And Goals
• Improve customer service quality and reduce response time
• Reduce operational cost for service contacts (also for customer contacts by phone)
•Access to centralized Knowledge Management content
• Integrated and accelerated completion of product return and warranty questions
• Service level and service topic transparency (VoC - Voice of the Customer)
Key Customer Requirements
•Avoid use of contact forms on the Web
– Instead, have customers freely formulate their inquiries
•Use a limited numver of central mail boxes
•Automatically classify, sort (B2B, B2C) and prioritize messages
• Centralized customer history and service level management
•Automatically provide suggestive answers to be used for Employee, Partner, and Consumer communications
• Lower operational cost by at least 20%
Realized Results And Benefits
9 Months
ROI
34% Savings
Highest ESS (80)
Project Completed In 3 Months
Business Process
Modeled in New Platform
Key Benefits Of Kodak Info Insight
•A single platform handles Multi-channel input
– Future proof solution for multipage TIFF, JPG, PDF, PDF/A, DOC, DOCX, PPT, email, SMS etc.
– Virtually eliminates need to maintain multiple solutions
– Lowers total cost of ownership (incl. licensing, training)
•Unparalleled handling of unstructured content
–Makes businesses and processes much more scalable
– Significantly reduces cost and handling time
• Full automatic input processing
– Reduces cost of information capture
– Speeds up business transactions
– Increases customer satisfaction
Key Benefits Of Kodak Info Insight
•Artificial intelligence
–Achieves higher accuracy than competitive solutions
–Allows learning from the behavior of experienced customer staff during their evaluation of information
• Self learning classification
– Reduces implementation time
– Improves accuracy by leveraging knowledge worker expertise
• Platform independency and open integration
– Future proof
• support for e.g. MS SQL Server, Oracle, MySQL
• Integration via web services (XML), ODBC, JDBC, message queues, native to third-party systems
– Leverage existing IT skill sets and investments
• Lowers total cost of ownership
Key Benefits Of Kodak Info Insight
•Reliable, secure solution that grows with your needs
– Scalable, transaction-secure and highly accessible operation
–Highly customizable to meet specific current and future business requirements
• Cloud or On Premise deployment
– Cloud to deploy solution with greater ease and speed
• Reduces complexity of scaling infrastructure and lowers burden on end user IT
• Transparent model with easy and real-time cost and billing information
–On Premise to deploy with maximum control
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