capgemini business services - absl...

1 Copyright © Capgemini 2016. All Rights Reserved

iLogic – Algorithm Driven Decision Making Process | June 2016

Capgemini Business Services

iLogic - Algorythm Driven Decision Making Process

29th June 2016



Rebill requests

iLogic – Sorter

QUERY BUCKET

Language skill level

O3

Service Delivery Competency level

Sorting by Language

Indexing

Sorting by Cetegory

Copy Docs, Spams

Delivery failures

O1 O2 O3 O4

Credits, queries

requiering interactions

Complex queries,

escalations



iLogic – Data Explorer

Multiple screens,

long time of research

Search

Complex process,

extensive experience required

Answer questions,

follow decision tree

Single screen with the resolution

provided, research details

logically grouped under tabs



iLogic – Rapid Paste



iLogic – Benefits

Process controls prompted (approval chain,

accurate reason code)

Increased process control (query complexity

mached with competencies)

Accurate and complete communication

Value

Control

Efficiency

Effectiveness

Improved customer experience

Reduced language dependency

Reduced errors’ opportunities

90% of queries indexing automated

FTEs saving on manual indexing and sorting

FTEs saving by speeding up systems‘ research,

guiding agents through the process steps and

templates development

70k queries indexed per month

Quality improvement from 87.7% to 99.5%

Disputes resolution time reduced by 4.6 days



Thank you

Anna Zacharska

Service Delivery

Manager

Krzysztof Cislo

Innovation

Manager

Anna Ordowska

Engagement

Manager

Marcin Kubas

Innovation

Specialist

Magdalena

Wojcik

Innovation Lead

Anna Teczar

Engagement

Director

capgemini business services - absl...

Documents