Smart Digital Business Platform White Paper · as Business Process Management (BPM) optimization,...

© 2017 eccentex Corporation, all rights reserved.

Smart Digital Business Platform White Paper

Experience Success!

Jim Pierce

VP Digital Transformation Strategy

June 2017

Notice

Copyright © 2017 eccentex Corporation. All rights reserved.

eccentex

6101 West Centinela Ave,

Culver City, CA 90230

Phone: 1-866-432-2368

The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of eccentex, Inc.

About eccentex

Company History Eccentex was founded in 2008 with one goal in mind: To allow organizations to leverage the power of the cloud delivery model to rapidly and cost-effectively automate their business processes in order to: Reduce Risk, Increase Efficiency, and Improve Customer Service.

The founders of Eccentex were early pioneers in the field of business process automation and electronic document management with over 20 years of experience in implementation of scalable enterprise-grade software solutions to organizations around the world.

Eccentex is an industry leader and visionary, providing an Enterprise Digital Business Platform that enables organizations to rapidly modernize and transform their business to create superior innovative Customer and Knowledge Worker experiences across the entire Customer Experience Journey, utilizing seamlessly integrated core features, such as Business Process Management (BPM) optimization, Dynamic Case Management (DCM) efficiency, Enterprise Content/Document Management (ECM), Omni-Channel Customer 360 Service (Dynamic CRM), Knowledge Base, Easy Smart Integration Services, and powerful Business Intelligence with Smart Predictive Analytics. The Eccentex Digital Business Platform was designed and built from the ground up with this sole purpose in mind to enable rapid delivery of the next generation of innovative industry disruptive Modern Digital Applications that increase Customer/User and Knowledge Worker satisfaction, reduces costs through efficiency, and increases revenue.

Eccentex partners can accelerate business transformation and innovation of the entire Customer Experience Journey with seamless integration between Customer and Employee engagement, powered by Eccentex Service Resolution. Consultant network partners understand that business value cannot be achieved through technology alone. It starts with people: experts working together to get to the heart of your individual business objectives and develop the optimum solutions to deliver robust modern Digital Business solutions based on specific organization's requirements, using the Eccentex Digital Business Platform to rapidly deliver innovation success.

Digital Business Platform Technology

The Eccentex Digital Business Platform is based on Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) or Cloud delivery model, which has become more competitive than on-premise applications – it is changing the way companies purchase and deploy software.

To meet the surging market demand for the SaaS/PaaS and Cloud delivery model, we have invested over 8 years in building and perfecting the first true Enterprise Platform-as-a-Service (PaaS) Digital Business Platform. This allows organizations to design, develop and deploy enterprise-class modern industry disruptive business applications quickly and cost-effectively. Large and small IT departments, business analysts, Knowledge Workers, independent consultants and third-party developers can now leverage Eccentex Digital Business Platform scalable infrastructure, flexible and powerful development tools, and easy to use drag-and-drop configuration environment to Get Work Done quickly and effectively.

You can build custom cloud applications by using one of our pre-built templates as a starting point, or develop and configure a completely new application from scratch – either way, no coding is required. The industry demand for Business modernization and transformation created a suite of best-in-class Enterprise Digital Business solutions for Dynamic Case Management, Business Process optimization, Enterprise Content Management, Business Process Optimization, Customer 360-degree View of all interactions (Dynamic CRM), Knowledge Management, and Business Intelligence with Smart Predictive Analytics, all seamlessly integrated together in one easy to use and configure rapid deployment platform.

Bottom Line

We believe there is a better and more efficient way to deliver modern industry disruptive enterprise-grade solutions to handle massively scalable mission-critical optimized business processes. We also believe that these software solutions should be delivered without extended implementation time-frames and receive updates without IT bottlenecks. You can utilize a proven world-class infrastructure without major capital expenditures. By leveraging the power of the cloud, Eccentex delivers true integrated SaaS/PaaS value to organizations across the world with 24/7 uptime.

Trademarks

Eccentex and the Eccentex logo are registered trademarks of Eccentex, Inc. All other trademarks and trade names referred to in this document are the property of other companies.

AT A GLANCE

KEY CHALLENGE: Smart Digital technology is changing the competitive landscape faster than ever. Native digital companies are disrupting entire markets with smart innovative superior customer engagement and service. One thing is clear: To outperform the competition, your business must not only become digital, but also become smarter.

THE SOLUTION: Smart Digital Transformation requires a Smart Digital Business Platform with powerful Business Intelligence and Predictive Analytics that uses statistical math formulas and procedures called algorithms, predictive models, and machine learning that analyze historical or current data to identify patterns or trends and forecast future events.

This enables smart automation of business processes to optimize workloads, deliver personalized experiences for both Customers and Knowledge Workers, prioritize focus on areas of risk, manage demand forecasting, optimize inventory and prices for best performance, predict quality issues and defects, create relevant marketing offers that improve sales, and more.

Create unique ways to stand out from the competition. For your Digital Transformation, you need a Smart Digital Business Platform powered with integrated Predictive Analytics to set your strategy, align your IT and make your whole organization digital. Only then will you be able to see and act on real-time insights. Deliver smart innovative superior customer journey experiences, optimize business operations, reduce costs, increase revenue and market share.

A Smart Digital Business Platform is required to differentiate and compete

Integrated powerful BI and Predictive Analytics create the Smart Digital Business Platform to optimize the customer experience and provide business operational efficiencies.

Smart

Industry Analyst Experts Agree that Smart Digital Business Transformation is Imperative

Forrester 2017 Smart Digital Business Imperative

© 2017 eccentex Corporation, all rights reserved.

EXECUTIVE SUMMARY In this White Paper document, we introduce the Smart Digital Business Platform from Eccentex Corporation and how it can play a vital role in business digital transformation and modernization.

A modern Digital Business is no longer all about just electronic commerce, digitizing documents, business process automation or capturing customer notes and efficient case resolution. In today’s complex and unpredictable world, you cannot anticipate the type of digital business process your customer or knowledge worker will need. You cannot design or “code” your applications for all possible scenarios. Modern Smart Digital Business Applications are customer-centric with seamless integration with each other across the entire Customer Journey delivering innovative superior Customer Experiences even across various business divisions and departments.

What is needed is an efficient, adaptive, unified rapid delivery Digital Business Platform that adapts to the dynamic context of each customer and is flexible enough to accommodate any unforeseen scenarios that complex customer interactions present to provide optimal positive outcomes and resolutions which enables efficient Knowledge Workers, delivers superior Customer Experiences, mitigates risk, minimizes organizational impact, reduces costs, and increases market share and revenue.

This paper discusses what a Smart Digital Business Platform is and what its components are and how to accelerate Digital Transformation to become a modern customer-centric Digital Business. It discusses some of the current challenges in the customer service organizations and how a Digital Business Platform is needed to meet those challenges.

Eccentex is a Market Leader in Digital Business. Regardless of the type of Business Process, such as customer, employee, and partner on-boarding; warranty, insurance, and healthcare claims; incident management and emergency response; investigative complaints or fraud; service requests and fulfillment: consistent and effective resolution of these and other business service challenges depends on efficient knowledge workers to assess the request or incident and have access to the right systems and data at the right time while collaborating across multiple functions, teams, and geographies—all while following company policies and procedures. Relying on people to accurately handle all these details is inefficient and risky, resulting in inconsistency, expensive rework, work backlogs, missed opportunities, low customer satisfaction, and slower growth.

Eccentex offers the industry’s most configurable, easy to use, comprehensive and unified Smart Digital Business Platform that helps businesses Experience Success across the entire Customer Journey. Eccentex Smart Digital Business Platform provides an agile work environment, multi-channel integration (Omni-Channel), social collaboration, mobile support, predictive and adaptive analytics for user guidance and decision support, enterprise content and document management integration, efficient Dynamic Case Management (DCM), Visual Dynamic Business Process Models, knowledge base, business rules and tasks for enforcing policies.

Unlike traditional Business Process Management (BPM) platforms, which forces every process to rigidly follow a predefined path that can’t accommodate unforeseen circumstances, Eccentex Digital Business Platform with Dynamic Case Management instantly adapts to every situation, and helps businesses automate and complete the entire lifecycle of both planned and unplanned work. Executives use Analytics to align work with business strategy and to confirm that business goals are met.

Eccentex unique Configure for Change technology eliminates the hard-coded programming that makes traditional business applications hard to build and hard to adapt to complex product lines, channels, geographies, policies and regulations. As a result, customers report 50 percent faster time-to-market over competing solutions. Eccentex Digital Business Platform brings together all the people and information needed to Experience Success and reach optimal business outcomes that increase customer satisfaction, reduce costs, increase market share and revenue.

SMART DIGITAL BUSINESS PLATFORM 1

This document is the property of Eccentex. It shall not be copied, stored, used, or transmitted, in whole or in part, for any other reason, in any form or by any means, without prior written permission of Eccentex.

© 2017 Eccentex, Inc. - Eccentex Confidential

The Smart Digital Business Imperative What is Smart? Smart is the terminology we use that leverages technologies such as:

• Business Intelligence Statistical Analytics to discover trends, insights and opportunities • Predictive Modeling and Analytics to perform “What If” analysis and make future

predictions based on historical data trends • Machine Learning to adapt as data changes • Deep Machine Learning to solve complex algorithms with Neural Network technology • Big Data to handle large volumes • In-Memory Big Data to perform analysis as fast as possible • Robotic Process Automation or RPA to automate tasks and free up Knowledge Workers to

perform higher value tasks • These technologies are subsets of Artificial Intelligence (AI), referred to as Smart AI • To learn more about the technologies in the Smart Digital Business Platform, see Appendix

Key Smart Digital Business Transformation Facts:

• Streamlining routine tasks and organizing information for service requests, investigations, or incident management. The nature of work has changed. Enterprises must now use predictive analytics to serve customers, accelerate investigations, and reduce risks

• Smart Native Digital Businesses with Predictive Analytics disrupt entire markets with innovative superior customer experiences and change the way traditional business is done

• Legacy companies struggle to compete as Customers, Channels, and Competitors are now Digitally Smart and growing to 5.9 Billion users by 2021 with 50%+ of sales being online

• “Some 89% of execs believe that digital will disrupt their business in the next year.” -Forrester 2017 – You can’t just be digital, you need to also be smart.

• One in four companies report that they have a full smart digital strategy in place, almost half have a limited strategy in place, and 7% are developing a digital strategy

Smart Digital Business Platform is needed to Enable Transformation and Compete

• Consumers demand smart innovative superior customer journey experiences • Industry and competitors have evolved from ECM to CRM to BPM to DCM to Unified Smart

Digital Business Platform with all Digital Capabilities including Smart AI • Enables agility to rapidly create modern Smart Digital Business Applications • Increases collaboration with IT and Business • Reduces cost of ownership • Increases customer satisfaction and loyalty • Disruptive increase in revenue and market share




For companies to stay relevant and competitive in today's market, there is a growing demand to re-think entire business models and processes to create smart innovative superior Customer Experiences across the entire Customer Journey and Digitally Transform their business in compelling and unique ways. There is need for agility to modernize the business and a new breed of smart modern business applications for both Consumers and Workers is needed to reduce friction at every Customer touch-point. A Unified Smart Digital Business Platform with integrated powerful predictive analytics is required to optimize the customer journey experience and enable efficient business processes.




High Level Predictive Analytics Use Cases: • Personalization – Predict positive Customer outcomes based on historic attributes of similar customer cases • Demand Forecasting – Predict the amount of demand for products and services and react proactively • Price Optimization – Predict and analyze what is the best price for a given market segment or customer • Smart Knowledge Management – Provide the best knowledge advice for self-service or knowledge workers • Quality Assurance – Predict defects before they occur based on historical data for defects • Workload Optimization – Predict volumes of workload and staff appropriately with best routing of requests • Smart Bots – Automate repeatable processes and tasks and free up knowledge workers to handle more cases • Virtual Assistants – Predict what type of help is needed for a request or case • Inventory Optimization – Predict inventory needs based on historic data • What If Scenarios – Predict what if we changed the price, what if we created a new product in a new market • Smart Asset Management – Predict health of assets and pro-actively understand the asset life expectancy • On Boarding – Predict the most optimum on-boarding based on decision and risk criteria • Marketing promotions – Predict the best customers to target certain marketing promotions and campaigns • Preventive Maintenance – Predict when assets are in danger of failure and perform preventive maintenance • Voice of the Customer – Analyze customer issues to predict solutions that will increase customer satisfaction • Future Market Driver Analysis – Predict how market changes will impact your business

Example Demand Forecasting

Easily Predict case load patterns




WHAT IS SMART DIGITAL TRANSFORMATION? Smart Digital Transformation is the modernization strategy and process a business executes on to become a smart modern Digital Business. Digital Transformation requires an Enterprise-wide strategy which is customer-centric focused to create efficient innovative superior customer experiences, that reduces costs, increases market share and revenue. A Smart Digital Business Platform is needed to enable and accelerate Digital Transformation. The diagram below depicts how the Smart Digital Business Platform enables the Digital Business Transformation Strategy to provide a sustainable differentiating competitive advantage.

SMART DIGITAL TRANSFORMATION: BIG CHANGE, DISRUPTIVE OPPORTUNITY

Smart Predictive Analytics




WHAT IS A SMART DIGITAL BUSINESS PLATFORM?

A Unified Smart Digital Business Platform accelerates Digital Transformation and Modernization of a Business with an intelligent customer-centric focus to rapidly deploy modern Business Applications that create innovative superior Customer Experiences across the entire Customer Journey from Customer Engagement to Customer Resolution. Experience Success! Eccentex Unified Smart Digital Business Platform lets you integrate all the different pieces of your digital infrastructure, giving your team easy-to-use task-focused modern apps, providing your customers with a superior experience at every digital touch point. The key benefits of Eccentex Unified Smart Digital Business Platform are:

• Agility. Easy to build new or make changes to existing smart modern applications • Flexibility. Jump start solutions with predefined applications and Configure to Change to easily extend app

functionality • Speed. Rapidly accelerate Smart Digital Business Transformation and Modernization • Control. All-in-one approach gives you unprecedented control over all business activities • Efficiency. Having everything in one platform means you don’t have to dedicate resources to maintain 3rd

party components • Oversight. The power of having a Single Customer View is default in a unified platform • Create superior Customer Experiences. Rapidly design engaging smart user interfaces that delight your

customers and personnel




Modernize Your Customer Experience Eccentex Smart Unified Digital Business Platform enables Omni-Channel and Omni-Process Management, Dynamic Customer Relationship Management (CRM), Dynamic Case Management (DCM) and Enterprise Content and Document Management (ECM) to produce a seamless customer journey across all the different devices and customer touch-points. All key activities are delivered through Customer 360-degree View and gives a unique overview of all your customers’ activities, every contact, communications, and interactions to produce the following benefits:

• Know your customer — Get greater insight into your customers to know them better and increase customer satisfaction, lower costs, and increase revenue

• Analyze customer behaviors — Predictive Analytics enables ability to discover opportunities and understand a customer’s past behavior, past purchase trends, interaction preferences, overall history and their propensity to buy new goods and services

• Cross-channel marketing — Predictive Analytics enable cross-channel marketing strategies with personalized relevant offers that increase revenue

• Retain your customers – Optimize all Customer touch-point to create superior Customer Experiences that build strong loyal relationships and communicate on their preferred omni-channel

Optimize Your Business Processes With Eccentex Smart Digital Business Platform, companies in industries across the board have the power to transform innovative ideas into a working solution by having an ability to create quick prototypes that evolve, with a rapid ability to build and deploy modern Smart Digital Business applications that create superior Customer Experiences by continuously optimizing business processes. Continue to monitor and safely implement optimization improvements in real-time. For example, a program manager at an emergency response state agency said, “We use Eccentex Appbase to predict workload and volume and assign resources based on data (i.e., to help route severe cases to the right areas for rapid service).”

• Prototype. Transform your idea into a working prototype. Share and collaborate with others. Rapidy evolve your prototype into modern Smart Digital Business applications

• Build and Deploy. Create and deploy modern Smart Digital Business applications that work on any device and any channel

• Optimize. Implement the most cost effective smart innovative customer-centric smart business processes that create superior Customer Experiences

• Change. Accelerate Smart Digital Business Transformation and safely make application changes in real-time without any interruptions to business service




Accelerate Custom App Development By 10x Now more than ever, companies and organizations in industries across the board have the power to innovate. How? By rapidly building modern Smart Digital Business custom applications! Eccentex Unified Smart Digital Business Platform has everything you need to build or modify custom modern Digital Business apps 10x faster than traditional application development practices. Eccentex delivers rapid app creation with following benefits:

• Predictive Analytics and Business Intelligence enhances experiences and operations • Powerful Microservice architecture enables re-use, integration, reliability, and scalability • Smart Dynamic Case Management and BPM at the core optimizes business operations • Configure to Change with Low-Code development environment accelerates delivery • Jump start success with reusable template applications, components and services • Ability to accelerate and adapt to change safely in real-time • Unified platform with robust integration services to easily connect to other systems • Flexible Enterprise hosting options for Public, Private or Hybrid cloud

Smart




SMART DIGITAL BUSINESS PLATFORM COMPONENTS

Smart Omni-Channel Built-in integration with leading Customer Engagement solutions to handle customer inquiries from any channel, including phone, IVR, mail, email, fax, chat, text, messaging apps, social feeds. All customer interactions are seamlessly handled from any channel with a true unified Customer 360-degree view. Integrated Smart Predictive Analytics analyzes and learns from historic types of inquiries to accurately route customers to empowered knowledge workers with the right information to expedite resolution, constantly monitor work ques to prioritize critical consumer issues or risks and predict future sales or service volumes based on historic trends. Provide the Right Customer Journeys for Your Industry As customer engagement transitions from interactive omni-channel communication to more complex smarter customer service, fulfillment, and resolution tasks; Dynamic Customer Relationship Management (CRM) occurs with powerful unified integration to Knowledge Management, Asset Management, Business Process Management (BPM), Dynamic Case Management (DCM), Enterprise Content Management (ECM), with underlying Smart Business Intelligence and Predictive Analytics that optimize each platform solution for the most efficient positive outcome and resolution. Build your business by delivering a smart superior Customer Experience that strengthens relationships and creates long term loyalty. Choose the best solutions to meet the business challenges and expectations of the customers in your industry. Deliver the right Customer Journeys for purchasing, on-boarding, account change, issue resolution and renewal and repurchasing. Stand apart from competitors, even in highly commoditized markets. Eccentex Smart Digital Business Platform is integrated seamlessly with leading Omni-Channel Customer Engagement Solutions by Genesys. This provides a complete integrated Omni-Channel Customer Engagement and Omni-Process Customer Service Resolution solution that delivers innovative superior Customer Experiences.




Engage Customers on All Channels Take advantage of the benefits of Smart Omni-Channel Customer Engagement. Reach out to customers on your website to help with complex transactions, answer questions and convert more sales or provide improved service. Proactively remind customers of appointments and payments due. Let customers know when a service outage will be over. Provide personalized service across all customer preferred channels.

Give Your Customers What They Want Your customers want it to be easy to do business with you. Smart Predictive Analytics lets you recognize them when they contact you, know what they want and be able to provide the insights and advice they need beyond what they may be asking for. Deliver lasting value that builds long-term loyalty in price-sensitive markets. Help Your Employees Help Your Customers Smart Predictive Analytics provides your team members with all the information they need to help and advise customers. Increase skill sets and service training. Streamline your processes to increase efficiency. Deliver better, more personalized Customer Experiences without increasing costs.

Smart Dynamic CRM with Customer 360 The key to smart superior Customer Experiences across the entire Customer Journey is efficient Customer Service and exceptional Customer Relationship Management (CRM). Combining all the unified power of the Digital Business Platform, both customers and business representatives are empowered to understand all interactions with the customer and provide the best customer service to achieve an optimum outcome and resolution. Customer 360 is a Customer Relationship Management (CRM) best practice which aims at improving the relationship with existing customers, finding new prospective customers, and winning back former customers. One of the core tenants of CRM is to have a holistic “360 degree” view of all customer interactions and information that is easily accessible by the business or organization. Eccentex solutions operate on a seamless platform which contains Customer 360 degree views across all applications and business processes that interact with the customer, improving quality of service to maximize customer satisfaction and increase revenue. Smart Predictive Analytics analyzes Customer 360 view and predicts opportunities for additional sales or optimum positive outcomes and resolutions.




Smart Custom Views for All Type of Customers You are able to configure your solution to meet a wide variety of different industry business processes, no matter how complex these processes or requirements may be. Depending on the type of business and process, a customer may be represented as a user, employee, worker, agent, citizen, constituent, contact, prospect, partner, participant, external party, or other terminology specific to each business. There is no need to call technical support to make changes in your process or endure long wait times until the system is updated. Just drag and drop objects on a custom form view model and everybody will see and use your brand new process with one click of the Save button. Integrated Smart Predictive Analytics can analyze Customer activity and determine quality or risk level and adapt Customer Views real-time. Our CRM is so flexible, that you could use drag and drop only, or write any kind of specific rules to handle any complex process. Improved Customer Satisfaction Business owners, Sales, and Service Management requires understanding on where future business potential opportunity can come from. The sharing of customer data between different applications and departments enables the business or organization to work as a single team. This is better than functioning as an isolated entity and will help increase the company’s profitability by enabling better quality service to customers. Customer 360 will give you smart insight about the most profitable customer groups or areas to improve service and quality. Using this information you will be able to target similar prospective groups with the best approach to increase customer satisfaction and revenue or service quality. Increase Revenue by Understanding Customer Behavior The benefit of Customer 360 applications is that they handle a complex component of the marketing Return On Investment (ROI) puzzle for you. Because your customer and sales or service information is housed in one place, organizations have automatic access to a full range of reports and predictive analytics providing key smart insights into behavior trends regarding which products or services are selling and who’s buying them. Discover opportunities to gain a clearer picture of the sales or service pipeline itself. How is it working? Where are the snags? Which staff member is the most productive? Customer 360 centralized information gives you powerful predictive behavior analytic and reporting tools to make smarter business decisions that would be difficult and costly to replicate in isolated stand-alone systems.




Smart BPM & Case Management Powerful Visual Business Process Management with integrated Configure to Change Dynamic Case Management enables efficient complex business processes that empower knowledge workers to achieve a positive outcome and resolution to increase Customer Experience and satisfaction. Eccentex is an industry visionary and leader in Dynamic Case Management solutions that cater to complex ad-hoc business processes.

What Is Smart Dynamic Case Management?

Smart Dynamic Case Management (DCM) solutions are knowledge-intensive and require knowledge workers to coordinate tasks, processes and services to achieve a positive outcome and resolution. They require a large degree of flexibility and adaptability to process the case. Smart DCM solutions combine business process task based workflow, integrated document and content management, business rules to enforce policies, knowledge base and collaboration tools. DCM is built on a unified Digital Business Platform to collectively enable and empower the efficient completion of an entire case or unit of work to achieve a positive outcome and resolution that increases customer satisfaction. Instead of following a predefined rigid structured process as is typical in Business Process Management (BPM) solutions, DCM empowers users to adapt to changing work requirements and perform tasks needed to resolve and complete a case. Every company follows business processes to ensure that work gets completed efficiently and effectively to each organization’s specific standards and policies. These range from simple to complex processes that may be automated or performed manually. These workflow processes can be categorized as either structured or unstructured processes. Emerging technologies, such as DCM, deliver agile solutions that are quickly configured and deployed to support both structured and dynamic unstructured business processes, changing the way knowledge workers Get Work Done.




New Smarter, Better Way to Process Work The Smart Dynamic Case Management (DCM) solution built on the Smart Unified Digital Business Platform from Eccentex, brings together customer information, business workflow processes and people to provide a comprehensive view of all your cases. Design, configure and deploy a Smart DCM application that meets your case processing needs, regardless of the complexity. Comprehensive visual building tools enable powerful process management, advanced document management with a powerful business rules engine to help your knowledge workers resolve cases more efficiently. Bellow you can find some three areas of DCM use cases: Investigative Service Requests Incident Management Risk and compliance Customer onboarding Complaint management e-Discovery Loan origination Dispute resolution Fraud Investigation Claim processing Patient medical record Technology governance High value proposals Quality management Audit requests Underwriting Emergency response Customer service Incidents Negotiation Acute healthcare




Visual Case Designer

Cases can follow a predefined or unpredictable path to resolution. Easily design re-usable cases that can dynamically split into multiple cases, join back together, hop to ad-hoc activities for exception handling, or even initiate other process task workflows. Assign case tasks to individual people or work pools for different teams, roles, or skills. For even finer control, easily attach smart visual rules to workflow events to track history, notify supervisors or escalate overdue cases.

Create as many workflows as you need with advanced security on which roles can do what along a case life-cycle. The Visual Workflow Process Builder helps organize a complex process with drag-and-drop tools and multiple process layers. Use the Visual Routing Builder to automatically route cases based on smart criteria of any complexity.




Key Smart DCM Features: Eccentex Smart DCM Solution provides an integrated unified set of tools and features that enables agile design capabilities built for Business Users and Analysts to help reduce time to market with rapid application updates to ever-changing environments, regulations and policies.

• Case Type Visual Builder lets you Configure to Change and create smart re-usable Case Types which contain all the necessary case components to adapt to any type of case

• Full integrated Document Management and Content Management to scan/capture with OCR, store, organize, search and view documents and content related to a case

• Process and Task Visual Builders enables advanced Smart Dynamic Case Management of milestones, processes and tasks with intelligent decisions and automation of any event or case interactions

• Form Visual Builders lets you easily create new Case Forms to capture and view specific case structured and unstructured data, documents, content, service integrations, collaboration, communications, and status

• True Omni Channel Support for Phone, IVR, e-mail, fax, messaging (text/chat), social, and any integration services with smart workload management and routing

• Dashboard Visual Builder allows powerful design of Visual Dashboards that provide Business Intelligence of case metrics and smart predictive analytics to optimize work

• Powerful Security Controls for administering case users’ roles, teams, skills and access permissions to case types, processes, data, components, and services

• Full case history and audit of all sources of case events and interactions • Gives workers the control and insight they need to work faster and more effectively • Holistic 360-degree case view provides real-time access to documents, structured data,

unstructured data like video and social media and more, filtered to provide the right information at the right time

• Customer 360-degree view of all customer cases, tasks and interactions with the customer providing current and historic status of all cases

• Easy Integration Services extends Eccentex single interface design with tight integration to capture, perform analytics, comply with governance, enforce policies, comply with regulations, enable mobile connectivity, integrate with other system or cloud deployments and non-Eccentex repositories

• Jump start your DCM solution with a growing portfolio of Smart Industry-specific Solutions available in the Eccentex Marketplace and an advanced network of Eccentex Case Management Business Partners

• Empower worker mobility with Case Manager Mobile App, which provides mobile case workers with the smart flexibility to surface the right content and action to make the right decisions, whenever and wherever they are




Smart Enterprise Content Management (ECM) Integrated Smart Content and Document Management capabilities enable integration of all digital documents and related content to be part of any business solution or Dynamic Case. This provides a powerful 360-degree view of each customer and any related information, documents, faxes, communications, and more. Manage Documents with Ease and Efficiency ECM is a Content and Document Management System (DMS) used to track, manage and store digital documents and content information that can eliminate or reduce the high cost of managing and processing paper documents. ECM maintains a history tracking record of the various document versions created and modified by different users. A Document Management System (DMS) is often viewed as a component of Enterprise Content Management (ECM) systems and integrates digital asset management, document imaging, business process workflow and records management systems.




Deliver Content with Context It’s no longer enough to just have great content; you now need to know how, when, where, and to whom, you should deliver it. In other words, you need Smart Context Marketing. Eccentex Smart Context Marketing is about delivering the right message to the right person via the right source at the right place and at the right time. Integrated Omni-Channel Capture Capture Channels Content Processors Batch Scan OCR/ ICR Fax Barcode Print Capture Data Validation E-Mail Email Portal Content Transformation Electronic Form Document Parsing EDI/XML Import Letter Generation Web Service/ Api SMS




Workflow Made Simple Use drag and drop to build your own document business process workflow — this is as easy as click on the process or decision object, drag it to the work area, drag another object and link them as a process flow using link object. That’t it: no need to maintain workflow as a set of tables with names and parameters, use our What You See Is What You Get (WYSIWYG) Visual Builder interface.

Smart Analytics & Business Intelligence Powerful Business Intelligence reporting and predictive Analytics help businesses optimize service, efficiency, and insights into new opportunities to reduce costs, improve customer satisfaction, and increase revenue. Create Stunning Looking Reports

Quickly introduce embedded visual dashboards, interactive reporting and powerful Smart Business Intelligence (BI) and Smart Predictive Analytics inside your Digital Business applications to empower your customers to gain deeper insight into their application data. Our BI solutions are designed to let you control as little or as much BI functionality that your customers and workers need.

Consistent Analysis Across Your Organization With either Eccentex Smart BI or Smart Predictive Analytics, you can easily build robust, reusable visuals and models about your data to provide consistency across reporting and analysis of key metrics in your organization. Easily Embed Smart BI and Analytics In Your App Deliver stunning interactive reports in your app with the Power BI Embedded service. Easily embed smart visual dashboards, charts, graphs, and data into your Digital Business applications. Access any Data Many modern applications leverage a variety of data store technologies such as relational databases, NoSQL engines like MongoDB, or flat files. Eccentex BI solutions can quickly and easily connect to any data source to maximize data access performance and simplify the application architecture without requiring complex time consuming ETL process .




Smart Knowledge Management Customer Experience success begins with smart powerful knowledge and information for the customer self-service or knowledge worker assisting a customer. Smart Knowledge Management empowers users to provide the right information at the right time based on the context of the customer service need and best path to a positive outcome and resolution. Knowledge is power. Better and Faster Decision Making By delivering relevant information at the time of need through information structure, search, subscription, syndication, and support, a smart knowledge management environment can provide the basis for making good decisions and empower knowledge workers to resolve requests faster to improve Customer Experience. Predictive search and analytics can deliver more relevant contextual information. Collaboration brings the power of large numbers, diverse opinions, and varied experience to bear when decisions need to be made. The reuse of knowledge in repositories allows decisions to be based on actual experience, large sample sizes, and practical lessons learned. Making it Easy to Find Relevant Information and Resources Integrated Smart Knowledge Base is easy to access and use. Most people are used to the internet so navigation is simple and there’s no need for specialist software when you need to update any of the information. A Smart Knowledge Base also makes it easier to find information, because each article or document can be tagged according to a particular category or categories making searches find more relevant contextual information. And as your company develops and grows, your knowledge base can develop and grow with it. Improve Customer Service Many customers actually prefer to be able to go into the self-service Smart Knowledge Base and learn what they need to know. It’s fast, easy, convenient, available 24/7 and it helps to keep the customer focused on problem solving versus complaining. That means that company will decrease amount of incoming phone calls and e-mails, improve customer satisfaction, and reduce costs. Demonstrating to potential and current customers that you have widespread expertise and have ways of bringing it to bear for their benefit can help convince them to start or continue doing business with you. Searches are enhanced with rating tools as your organization will form the most popular questions list, which will allow you to rapidly provide information for your customers.




Drive Traffic to Your Website A good online Smart Knowledge Base helps to drive traffic to your website, making it excellent for SEO (Search Engine Optimization) ratings to increase revenue or improve customer service. By providing your customers with useful, valuable content that’s difficult to track down elsewhere, they will recognize your value and return repeatedly to your website. Improve customer engagement with your brand and increase the time people spend on your website with the potential to provide integrated targeted marketing along with Knowledge Base information.

Smart Asset Tracking Management An Asset can be any type of product, service, device, equipment, or other entity. Typically, a customer or user is associated with one or more assets. When providing customer service interactions, it is important to have a full understanding of what assets the customer has and have access to any details regarding the Assets to provide the best possible Customer Experience. Smart management reports can be generated to understand what type of Assets are deployed, total value of assets, which Assets have more service than others, which Assets may need upgrades or are end-of-life and focus the business efforts to optimize costs of servicing, while pro-actively improving customer satisfaction. Why is Smart Asset Tracking Management Important?

Smart Asset Tracking Management is typically critical when working on a case with a customer or user to understand any related details pertaining to the asset, such as products, services, devices or physical assets. This increases worker productivity and customer satisfaction as it enhances the complete Customer 360 view and any related assets. Understand the life-cycle of assets for each customer or across all customers or specific customer segments. Know which assets are where in the asset life-cycle and increase customer service or discover sales opportunities.




Easily Adapt to any Business Asset Type No matter what type of business, adapting to specifics of any Asset Type is easy without the need of any technical support or lengthy release cycle. Everything from products, services, devices or physical assets can easily be configured versus coded and related to a customer or user. Optimize Usage of Business Assets Gain powerful smart insights and trends with reporting and predictive analytics about which assets may be more popular than others, have the most defects, require the most technical support, or simply an active inventory of all assets utilized by customers or employees, including an assessment of Total Asset Value. Predictive Analytics can help understand which assets may be likely to be profitable or incur costs to the organization. This allows organizations to focus efforts to capitalize on opportunities or reduce costs where needed.

Smart Marketplace The Smart Digital Business Platform Marketplace provides access to re-usable template applications, Case Types, and Digital Solutions that can jump start creation of a modern business application solution for any type of business. This accelerates the Digital Transformation process to become a Digital Business.

Smart Configure to Change - Low Code Platform Utilize powerful Visual Designers for creating robust Business Objects, Dynamic Business Processes, Tasks, Case Types, Application Pages, Forms, Integration with external systems, and Business Rules to enforce policies. Configure to Change to meet the rapid pace of ever-changing environments without the need of development or IT resources. In many cases, Business Analysts can create changes and safely rapidly deploy to production.




Platform as a Service Secure, reliable and scalable Eccentex Application Platform as a Service (aPaaS) is a proven, secure, reliable and scalable Digital Business Platform that delivers the rapid customization and extensibility you need to make Eccentex your Digital Business Management Platform of choice for your current and future needs. With Eccentex aPaaS, you gain access to our online marketplace of value-added integrated cloud solutions to jump start and power industry specific business processes or Digital Business needs. Eccentex aPaaS is a comprehensive unified array of integrated cloud development tools, services, applications and infrastructure that enables organizations to maximize the benefits of cloud computing. aPaaS incorporates a multi-tenant cloud platform that provides all core infrastructure features, including support for industrial-strength standards of high availability, disaster recovery and advanced security with a unified integrated development environment and robust APIs to build modern Digital Business applications that create superior Customer Experiences. Automate any business process, fast With Eccentex aPaaS Digital Business Platform, companies in industries across the board have the power to transform innovative ideas into working solution by having an ability to create quick prototypes that evolve into rapid ability to build and deploy modern Digital Business applications that create superior Customer Experiences by optimizing business processes with the ability to continue to monitor and safely implement improvements in real-time.

• Prototype. Transform your idea into a working prototype. Share and collaborate with others. Rapidy evolve your prototype into modern Digital Business applications

• Build and Deploy. Create and deploy modern Smart Digital Business applications that work on any device and any channel

• Optimize. Implement the most cost effective innovative customer-centric business processes that create superior Customer Experiences

• Change. Accelerate Digital Business Transformation and safely make application changes in real-time without any interruptions to business service




Smart Api's Eccentex aPaaS supports easy to integrate Smart APIs to any other system which is then easily utilized with the drag-and-drop Visual Designer by any business process.

Smart Continuous Integration Smart Continuous Integration is the process of Continuous Testing and Deployment by bringing together components, modules, applications, services, and data into a single system, cooperating to act as a coordinated whole. Eccentex Smart Digital Business Platform enables rapid safe Continuous Testing, Deployment and Integration with ease, utilizing sophisticated version control and the ability to make changes to applications, business processes, rules, forms, screens with automated testing and deployment Built-In Integration Adaptors

• Genesys • Interactive Intelligence • SalesForce • Sharepoint • Slack • Trim • Twilio • Partners • Easily Add More




Solve Problems Quickly Continuous Integration brings multiple benefits to your organization:

• Say goodbye to long and difficult integrations with testing and deployment automation • Increase visibility of the testing and integration by enabling greater communication • Catch issues early and nip them in the bud • Spend less time debugging and more time adding features • Build a solid working foundation and evolve rapidly • Stop waiting to find out if your code’s going to work • Reduce integration problems allowing you to deliver software more rapidly

Accelerate your Digital Transformation

Continuous Integration is core to the Eccentex Smart Digital Business Platform which accelerates your Digital Transformation of your business. Rapidly deliver modern business apps that empower personnel and provide innovative superior Customer Experiences.




Value-Add Opportunities

A Smart Digital Business is achieved with a Smart Unified Platform. The key word is platform, as it differentiates a solution upon which one can build and deploy multiple modern business application solutions. Business Process Workflow, case management & document management are but a small component of a very powerful framework in which one builds not just workflows, but the entire data structures and interfaces for complete holistic case management & collaboration activities. Want to change the way you do things? You have full control. Want to deploy a case management solution in another area of operation? You have full control. Regulations change? You will be ready. One thing Eccentex understands is the ever-changing regulatory and political environments that constantly drive changes to business rules, and impact the daily operations of functions in the private and public-sector entity. DCM Smart Digital Business Platform delivers specific solutions, but as a configurable platform it enables the rapid adaptation to new laws, regulations and policies into the business unit, and gives one full control over every aspect of operations. Eccentex understands that governmental agencies and organizations have multiple internal processes that cross business units and entire departments, and often must share data with other agencies. Requests for one service can turn into something involving another unit, which might trigger investigations or the need for other services, which could bring in a compliance unit and so on. AppBase is designed with these interactions in mind enabling cross-solution case routing, notifications and the sharing of Master Data models. Lastly, as a Platform, long term maintenance and cost of ownership is greatly reduced over the point solution or especially the custom solution. In the subscription model Eccentex offers, whether premise or hosted, all minor and major upgrades to the platform are provided at no cost to the customer whatsoever.




Case Study Use-Case Example

Almost every customer of Eccentex Smart Digital Business Platform has taken an initial solution and found great value in capitalizing on that initial investment and putting other areas of operation on the same core case management platform. It is a unique value proposition that differentiates itself from the typical point solution, geared solely to requirements of one governmental or organizational function. Digital Business Platform provides business unit solutions that can be unified for master data management, cross-business unity & collaboration, and shared services. Each area the organization would choose to add to the AppBase platform becomes more and more cost effective, building on the initial investment by the customer. The New York Department of Financial Services (NYSDFS), utilizes the AppBase platform in this exact configuration and has settled on AppBase as their departmental standard for ALL Dynamic Case Management applications, large and small. This is bringing them not only many operational benefits, but also very significant cost savings in systems consolidation and cost-of-ownership. The NYSDFS initially implemented AppBase for Consumer Complaints in the Insurance Department of New York State. When the Insurance and Banking Departments merged, forming the Department of Financial Services, they built on this platform by integrating the Banking sector for consumer complaints as well. They iteratively expanded on that platform by adding in an Appeals process for consumers to appeal insurance claims decisions, Compliance to training for the industry and many other functions. They then expanded the scope of these functions to allow multiple areas of the Department to participate, including their Frauds Bureau, their Office of General Counsel for Disciplinary Actions and their Civil Enforcement bureaus, among others. Concurrent with this, the Governor of New York initiated a huge state-wide program of IT and systems consolidation, reducing the number of statewide systems from into thousands down to a more management number in the hundreds. Digital Business Transformation Platform with Dynamic Case Management was selected as the standard for all Case Management, Business Process Workflow and Document Management. It has been used to end-of-life multiple core systems and applications, and is used as a basis to replace 30 or more supporting Lotus and Access based tracking systems. This flexibility makes the Eccentex approach a very compelling value proposition for the public or private sector organization.




Modular Architecture and Approach delivers DCM Digital Business Platform

Due to its Service Oriented Architecture and modular deployment capabilities, the Digital Business Platform can serve to implement applications and functions in incremental phases rather than only large, risky replacement programs and accelerate a Business Digital Transformation. Services and functions of the platform can be extended as “middleware” for the execution of business rules and data services to other applications or outward facing services, or alternatively, can consume such services from other systems.

Digital Business Platform Unified Architecture

This unified Platform capability means organizations can modernize and extend existing systems, or replace them completely in a lower-risk, phased manner. Easy integration and connectivity capabilities of the platform are extensive, with over 2500 well documented REST/SOAP APIs, and configurable capture adaptors and data sharing channels. AppBase also has a concept called SmartAPIs, which provide for automatic API creation of customer-based customizations.

AppBase Client Components

System Web Services

(REST/SOAP)

System Application Service

(Windows Services)

System Communication

Services

Data Tier

Security

Workflow

Scheduling/Queue

Data

Full Text Search

Reporting

Content

Capture

Distribution

Configuration

Audit

Resource

Event Scheduler Content Transformation Document Capture OCR Management

AppBase Desktop(ASP.NET MVC)

AppBase Application Studio

(ASP.NET MVC)

AppBase Document Web Viewer

(ASP.NET MVC)

AppBase Document Scanning Suite

(.NET ClickOnce)

AppBase Reporting Service

(Java Servlet)

AppBase Document WebDAV Service

(ASP.NET)

Database Server(Oracle 11g/ MS SQL)

File Storage Server(SAN/NAS)

Active MQ Cache Server Session Server




Summary

Smart Digital Business Platform solutions are knowledge-intensive and require knowledge workers to coordinate tasks, processes and services to achieve a positive outcome. They require a large degree of flexibility and adaptability to process the case.

Modern Digital Business solutions combine workflow, content management, business rules and collaboration tools, which collectively allow for the completion of an entire ‘case’ or unit of work. Instead of following a pre-defined structured process, typical in Business Process Management, Smart Digital Business Platform with Dynamic Case Management (DCM) enables users to adapt to changing requirements and define tasks needed to resolve or complete a case.

Every company follows business processes to ensure that work gets completed efficiently and effectively and to each organization’s specific standards. These range from simple to complex, from automated to manual, and can be categorized as structured and unstructured processes. Eccentex Digital Business Platform delivers agile solutions that are quickly developed and deployed to support both structured and unstructured business processes, and are changing the way knowledge workers get work done to provide superior Customer Experiences to reduce operational costs, increase business market share and revenue.

Eccentex Smart Digital Business Platform provides the best practice to rapidly design and deploy dynamic case-based and task-based management applications of varying complexity. It gives customers the means to extend and modernize existing legacy systems, and provides a proven methodology to do modernization and consolidation with lower risk, significantly less cost, and lessen the organization impact of large-scale modernization programs.




Appendix

What makes our Digital Business Platform Smart?

Business Intelligence

Predictive Analytics

Machine Learning

Real-time Closed Loop Analytics

Real-time Live Views

AI Call Center Assistant - Kate




Features of our Smart Digital Business Platform with Business Intelligence and Predictive Analytics




Predictive Analytics Data Science

Data Science At Your Fingertips

Without writing any code, users can point-and-click to get instant linked views, one-click predictions, and

proactive data profiles. All users have access to the same advanced calculations that your experts have, so everyone can be more efficient and eventually more skilled and smarter. Lets you break data science out of its

box and spread it around.

Embed R Code In Analyses

Because of a natively embedded R engine, it can run the world’s most popular open source statistical language directly inside any analysis. It provides point-and-click authoring for users of all levels, and offers more advanced

users the ability to run custom R models in the analysis.




Let Your Data Scientists Empower the Organization

Includes the right tools for making it easier for experts to solve a problem—then publish their solution as

analytical apps that can be reused by everyone. Instead of wasting time by keeping the value of your data science investments to a small corner of your company, you can maximize that value and make both experts and

nonexperts more efficient. And you can empower the same people who understand the problem to work the solution.

Leverage Your Existing Platforms

Connect to existing data functions written in R, SAS, MATLAB. Helped by the unique and powerful Statistics

Services Engine, users at large can then benefit from your stored assets, and you won’t have a stranded investment.

Eccentex BI




Predict the future

Your big data is only as good as your ability to use it to predict, create a plan, and act on it. What product should

you recommend for purchase right now? Is fraud being attempted? Which machine needs maintenance to avoid a stoppage? What improvements can you make to extend product life? Who’s in danger of cardiac arrest?

Gives you fast answers.

One-click Statistics

Contextual calculations make powerful methods easy to use: descriptive stats, similarity, clustering, correlations,

fitting, forecast.

Analytics Applications

You can save real analyses, not just dashboards, for use by all. Creating apps is a built-in feature. For other

products, it’s out of reach.




Smart AI - Eccentex Adaptive Machine Learning (ML) Primer

Real time insights, prioritization, and optimization

Types of Machine Learning Problems




Real time requires a Closed Loop for Big Data Analytics

Analytics Maturity Model

Business Value Increases with Maturity




Analytical Pipeline

Exploratory Data Analysis




Exploratory Data Analysis

Visual Interactive Linked Click and Drill Down Analytics




What is an Analytics Model?

Analytics Model Types

Leverage pre-built Models that Analysts Use Or

Build Advanced Custom Data Science Models




Visualize Analytics Models to Gain Insights

Leverage Existing Data Science Investments and Tools




Data Scientists Work with Many Tools

What is R?




Business Users Leverage Historical Data to Find Insights

Real time Analytics requires Stream Processing

Eccentex offers a Powerful Stream Processing Leader




Eccentex ML has more Features and Performance

versus Cloud ML Providers

Eccentex Streaming Analytics




Ways to Manage Real Time Stream Events

Eccentex Powerful Visual Stream Configuration




Live Real Time Visualization into Actions

Leverage Existing Analytics Investments




Real Time Closed Loop: Understand – Anticipate – Act

Leverage existing investments in Analytics and Tools




Real time Analysis Example of Customer Churn

Predict Problems before they occur with Big ROI




Turn Insights into Action – Close the Loop

Monitoring Identifies Actionable Events and Cases

Incident Tickets and Work Orders are automatically generated to mitigate probability of failures




Predictive Analytics for Fault Management

Pro-actively Take Action – Create Case Incidents Automatically Generate and Route Work Orders




Smart AI – Big Data Complete Architecture

Entire Solution in Visual Configuration




Live Alert Monitoring with Real Time Analytics

Key Take-a-ways for Smart AI Eccentex Smart Digital Business Platform delivers

Leading Business Intelligence, Predictive Analytics, and Machine Learning to provide Great Business Value




Meet Kate! Eccentex Smart Digital Business Platform is embedded with Genesys partner Omni-Channel Customer Engagement solutions to provide a complete Customer Journey Omni-Process Service Resolution. “Meet Kate. Kate is unique. She is not your average girl. She is genuine in everything she does. Her loyalty is phenomenal and you never have to doubt her. Kate’s kindness inspires others to do good things. Kate is not weak though. She is a strong independent girl who can get herself through anything she sets her mind to. She is hilarious! Sometimes she has a dry sense of humor and other times she just knows how to make people laugh :) Kate has been told by many that her advice changes the way they look at life. Kate has a very bubbly personality that makes anyone comfortable talking with her. She is able to learn quickly and apply. Kate has many good personality traits but she is not self-conceited. As a matter of fact, she has some downers too. Sometimes Kate can be a little too sarcastic. That can offend some people, but she apologizes. She also has a tendency to procrastinate from time to time. But she still manages to get everything done.”

Kate combines artificial intelligence, bots, machine learning, and micro-applications so companies can deliver personalized, proactive, and predictive experiences while running a smart business. The combined power of Kate and live staff to solve customer problems is what Genesys is calling "blended AI." Eccentex BI and Predictive Analytics are part of the blended AI experience.




Specific Use Case for Kate

Insurance Fraud Detection to Investigative Dynamic Case Management The insurance fraud detection uses specific datasets, which can be classified into different categories of details like policy details, claim details, party details, vehicle details, repair details, risk details. Some attributes that are listed in the datasets are: categorical attributes with names: Vehicle Style, Gender, Marital Status, License Type, and Injury Type etc. Date attributes with names: Loss Date, Claim Date, and Police Notified Date etc. Numerical attributes with names: Repair Amount, Sum Insured, Market Value etc. For better data exploration, the data is divided and explored based on the perspectives of both the insured party and the third party. After doing some Exploratory Data Analysis (EDA) on all the datasets, some key insights are listed below. The datasets are applied to AI Predictive Analytics models that provide visual insights and utilize machine learning to adapt to the models using years or decades of historic data to create specific features. As new claims come they are applied to the models and given a score to predict the probability of fraud. If the case is probable, an automatic Investigative Fraud Case is generated and assigned a priority to reduce risk and loss.

The model building activity involves construction of machine learning algorithms that can learn from a dataset and make predictions on unseen data. Such algorithms operate by building a model from historical data in order to make predictions or decisions on the new unseen data. Once the models are built, they are tested on various datasets and the results that are considered as performance criterion are calculated and compared. The models with the highest performance are selected to identify potential fraud.




Features Identified Overall:

• Out of all fraudulent claims, 20% of them have involvement with multiple parties and when a multiple party is involved there is a 73% of chance to perform a fraud.

• 11% of the fraudulent claims occurred on holiday weeks. And also when an accident happens on holiday week it is 80% more likely to be a fraud.

Features Identified For Insured:

• 72% of the claimants’ vehicles drivability status is unknown whereas in non-fraud claims; most of the vehicles have a drivability status as yes or no

• 75% of the claimants have their license type as blank which is suspicious because the non-fraud claims have their license types mentioned

Features Identified For Third Party: • 97% of the third party vehicles involving fraud are drivable but the claim amount is very high (i.e.

the accident is not serious but the claim amount is high) • 97% of the claimants have their license type as blank which is again suspicious because the non-

fraud claims have their license types mentioned • Nearly 86% of the claims that are marked as fraud were not reported to police, whereas most of

the non-fraudulent claims were reported to the police • In 82% of the frauds the vehicle age was 6 to 8 years (i.e. old vehicles tend to be involved more

in frauds), whereas in the case of non-fraudulent claims most of the vehicle age is less than 4 years

• Only 2% of the fraudulent claims are notified to the police (suspicious), whereas 96% of non-fraudulent claims are reported to police

• 99.6% fraudulent claims have no witness while in case of non-fraudulent claims 83% of them have witnesses

Smart Kate integration provides real-time scoring of new claims to detect as possibly fraudelent. Using Kate Open AI, an investigative fraud case is opened.




Kate can further assist in processing the case in the following ways: Knowledge Worker Assistant • Where KATE can assist the knowledge workers in active or passive mode

- Passive Mode - ASK KATE: Agents can have direct access to an extensive knowledge base, - which is already built in to the DCM platform. It means they just need to rename this functionality to “ASK KATE”, and the knowledge article sources can be extended to any data source which make sense.

- Active Mode - KATE’S HINT: When KATE is monitoring the Agent behaviour during the case handling, check the completeness of the required documentations, detect fraud and/or leads, etc. Then based on this triggers automatically Advice the Agents about what to do. In case of Fraud or Lead detection scenario, KATE can seamlessly and automatically create a sub-case, and send it to a different agent or supervisor, or start a pre-scripted conversation with a customer via the channel of choice to collect more information directly from the customer, before transfer the case to another agent.

Robotic Knowledge Worker • Where KATE can play a role of a Human Agent

- KATE can detect when a case can be auto processed and/or auto completed based on certain pre-defined parameters, then pull the case from the queue and resolve it without human assistance.

- KATE can detect unworkable / incomplete requests, which needs either further clarification or additional documents from the customer and can create an interaction flow to refine the request or collect the missing documents.

Robotic Supervisor • Where KATE playing a role of a Supervisor or Manager

- KATE can compare the “watched” agents’ behaviours step by step with previously collected best practices, and can coach the agent with proactive HINTs or by automatically assigned e-learning trainings, then measure the result.

- KATE can advice the agent about how to reach individual KPI goals, and how to process certain type of cases more effectively by comparing the average handling times of each steps within a case to the same qualified same skilled agents’ group AHT averages.

- KATE can auto start stop screen recordings to capture good and bad examples based on pre-defined patterns, and can attach these recordings to training modules or can send them to human supervisors to review.




How Kate enhances Customer Experience • Kate enhances the Customer Experience by decreasing the number of fraud detection false

positives • Kate empowers knowledge workers to assist Customers as best and as fast as possible with

smart context sensistive assistance, guidance, and knowledge • Kate can improve Customer satisfacion by detecting cases that can be automated and help

with case processing and provide quicker response times and customer interactions • Kate can blend with existing or new AI solutions that create a smarter business

Smart Digital Business Platform White Paper · as Business Process Management (BPM) optimization,...

Documents

Transcript of Smart Digital Business Platform White Paper · as Business Process Management (BPM) optimization,...