Automation Co-Pilot Case Study on Customer Engagement

This case study details the implementation of Automation Co-Pilot by a large US financial services firm to enhance customer engagement and streamline operations. The firm faced challenges with inefficient processes that hindered the underwriting team's ability to respond quickly to loan customers. By adopting generative AI-powered automations, the firm was able to automate 60% of customer inquiries and 80% of complex calculations, leading to a significant reduction in response times by 67% and service level standard times by over 99%. The automation not only improved productivity but also enriched the customer experience, enabling teams to engage more effectively with clients and close deals more efficiently. The case study illustrates how modernizing outdated methods while maintaining robust security and privacy controls can lead to improved business outcomes and higher deal win rates. The firm, which manages over $500 billion in assets, has successfully automated over 260 processes, resulting in a more efficient workflow and enhanced customer interactions.