Real-time Bidirectional Mail Solution. Solution Design.
[Audio] Members will submit queries to scheme e-mail address. The current process is a timeous process with a direct impact on scheme CSAT scores. This process will deliver "real time" responses to member and also provide STP (straight Throught processing) on identified processes. Transaction times will be reduced, there will be no duplication of work, and above all optimization of the process positively contributes to customer satisfaction. Through the use of natural language processing the project scope can be increased in incremental rollouts that will handle most, if not all e-mail queries. All incoming mail will be touched by this process and it will be completed, re-assigned or re-directed to relevant business area..
[Audio] Your digital worker will provide real time responses to members and it will reduce transaction times. It will also reduce repeat queries, deliver service in the moment and therefore improve CSAT scores..
[Audio] The BDE process will add value to your e-mail processes adding an additional level of Spam filtering. Queries will be correctly routed to the relevant business area and eliminate the re-assigning of work that increases the turn around time. By using NLP and sentiment training, the model will improve and straight through processing volumes will increase..
[Audio] The technology stack for the BDE solution include natural language processing, Microsoft 365 and RPA Blue prism for robotic process automation.
[Audio] This will be Medscheme Aforcentric's first Cloud based application. Natural language processing will be used to interpret and analyze unstructured data received in e-mail queries. Sentiment will be fed into the application to assist with the interpreting and understanding of e-mail requests. The subject of incoming e-mails will be used and "read' to classify the e-mail into a specific category, for example, claims, membership of finance. Spam can also be identified and will subsequently be closed before it reaches an agent..
Process from e-mail receipt. E-mail received from member to scheme mailbox.
Process from e-mail receipt. Is the request in Scope?.
[Audio] In the POC we used the following processes: Card requests, Tax certficate requests, Arrears confirmation, Contribution confirmation, claims queries and re-assigning of first time claims received. There are safety measures build into this process to ensure we adhere to the POPIA requirements. All "from" address will be validated against Membership files in Nexus, and where no match could be found, the query will be assigned to an agent to investigate. This process does not impact the existing Read-me validations being performed, it adds an extra layer that would assist with the removal of SPAM and closing these queries. The BDE process will provide a clear audit trail that meets the scheme requirements as all correspondence sent to the member will be loaded in the Correspondence folder. Provider and Broker queries are excluded from this process. This process will apply to e-mail queries received in the following scheme e-mail boxes.
[Audio] This timeline reflects the average handling time for a card request. E-mail is submitted by the member and a NOC query is created. This query will then be manually re-assign by the Manager or TL of the specific workbench, to an agent. The agent will then take one of the following actions: Complete the query, create the correspondence and send feedback to the member Re-assign the query to another agent to request additional information Query will then be manually closed by the agent on completion From the user task list, users can manually select queries to action meaning that queries are not actioned in date sequence or via a workflow. Not all benches have a escalation process in place The scheme SLA will be breached as queries can take up to 6 days to complete- or even longer With BDE the query can be completed and closed in 5 minutes or less. This will improve CSAT scores, provide service in the moment and send out real time responses to members..
[Audio] The case handling time for BDE is less than 3 minutes. Members will receive immediate query acknowledgement when we receive their e-mail. The acknowledgement includes a query number for tracking purposes. Within minutes the query will then be actioned, feedback will be provided to the member and they query will be closed. In instances where detailed information for the completion of a query was omitted, a response e-mail will be sent to the member to request the necessary information..
[Audio] The above graph depicts the volumes of the queries in the workgroups we worked with Blue – readme volumes – (speak to undelivered, spam) Actual Yellow - STP – reflected Grey - Drivers reflected Why look at orange bar (projected ROI for rollout purposes 150 000) Confirm Contributions CSAT50[ break]% Cards: CSAT 58[break]% Claims: 20.5[break]%.
22932 Bonitas 3.47% Processed in NOC Of the 17116 e-mails handled by the BU 2353 related to Membership/Finance/Claims.
[Audio] 3 Main problem areas were identified via CSAT scores and by the BU's. Those query types are Membership, Claims, and Finance..
Phase 1. Membership certificates Statements Referral to co-administrators.
BDE. Thanks for listening to us, now you can ask your questions.