Coforge Boosts Efficiency and Customer Experience for a US Investment and Insurance Leader
Overview.
A leading US investment and insurance company partnered with Coforge to streamline operations through Intelligent Automation. RPA and chatbot solutions improved efficiency, ensured consistent service delivery, achieved 100% SLA compliance, and enhanced customer experience.
The client, a global leader in asset management and investment processing, sought to:
Boost Efficiency: Reduce manual tasks and streamline operations for a competitive edge.
Gain a Competitive Edge: Improve operational agility and service offerings to stand out in the market.
Solution
Coforge implemented a multi-year Intelligent Automation strategy:
Large-Scale RPA Deployment: Automated repetitive tasks across asset management, investment management, AML checks, and trade order entry using UiPath.
Chatbot Integration: Developed a chatbot leveraging Microsoft's BOT Framework and Cognitive Services Suite to improve customer service response efficiency. The chatbot is integrated with the CRM system for seamless access to customer data.
Continuous Automation Expansion: Established a multi-year license agreement with a planned expansion of automation into IT operations and HR domains.
The Impact
100%
SLA Compliance
70%
Productivity Gains
The AI-powered chatbot provided faster and more efficient customer support
