Pega Project Kick Starters

Traditional methods of contacting customers (letters, phone, voicemail) are proving less effective than digital channels at recovering debt. Worse still, a lack of customer response often leads to increased efforts to contact them via unpopular channels, leaving customers feeling harassed at a potentially difficult time of their lives. Ai4 Empathetic Collections uses AI to derive the Next Best Communication method using previous contact history and customer preferences to promote a digital-first and personalised contact strategy for each customer to ensure they are contacted at the right time by their preferred channel.

Ai4 Empathetic Collections uses Pega’s AI capabilities to analyse key characteristics of customers’ 360° view including payment history, financial standing, previous behaviour etc., to automatically derive a payment plan that provides the optimal chance of successful debt recovery, without unduly increasing the financial stress for the customer.

For incoming emails, letters, chats etc., cases will be created automatically by applying Pega’s OCR and NLP features to extract the data required for downstream processing. Where the data is available, cases will be auto routed to the appropriate team for fulfilment.

The revised payment plan is automatically created and sent to the customer via DocuSign for an electronic signature. When a signed agreement is returned an automatic case resolution is filed.

Manage the entire recruitment process from candidate identification, through the interview process, recording feedback, creating employment contracts and electronic signature via DocuSign™.

Interact with your new hires, capture all information required and manage the pre-boarding, day one and subsequent tasks across multiple departments. Orchestrate fulfilment of all tasks required to enable the employee to integrate into the company smoothly and efficiently.

Organise and manage fulfilment of mandatory employee workplace and skills training.

Automatically schedule employee and manager appraisals and feedback.

Manage employee rewards and benefits.

Allow the capture of employee expenses, receipt upload, approvals and rejections using per pre-set criteria and finally, the payment to the claimee.

Manage the fulfilment of all tasks needed when an employee leaves.

Allows HR, business managers and line managers to view the new employee pipeline, act on relevant tasks required for new employees and see feedback on both employees and managers.

Ai4process Delivery Management provides a guided process for a delivery professional to follow to help ensure adherence to the Pega Express™ methodology, enhancing the likelihood of project success.

The tool provides the ability to visualise the entire project progress in a simple fashion, featuring an easy-to-use project log.

ai4process provides the ability to enable or disable various steps within the project lifecycle so that the end-to-end delivery can be rigidly prescriptive or more flexible, dependent on the nature of the engagement and / or the maturity of the project team in terms of Pega Express™ delivery experience.

All project artefacts such as PSRs, RAID logs, Case Type Backlogs, Product Backlog, User Stories etc., are stored in a common repository and available to all stakeholders and participants alike (subject to security and access rights).

Features include new functionality for creating and persisting life Insurance policies, with enhanced back-end data models.

Includes a new, real-time quotation generation engine, incorporating a risk assessment which comprises wellness, lifestyle, and occupational factors.

Fully configurable risk thresholds enable businesses to adjust the amount of risk they are prepared to undertake when accepting straight-through quotations.

Intelligent processing of cases enables the identification of high-risk customers, and ensures they are routed to specialist teams. Additionally, it provides underwriters with the complete customer 360° view, allowing them to be able to refactor quotes quickly and effectively.

Enhanced workflow for straight-through processing of standard Life Insurance applications, along with enhanced referral and approval stages for handling higher risk applicants.

Customers enjoy a consistent experience across devices including mobile devices and web portals.

ai4process Sentiment Dashboard helps businesses gather, learn from, and use unstructured data available on social media or other large data sources to help them understand the feedback/sentiment about their products or services. Large unstructured data feeds are analysed according to a predefined subject, trend or #keyword, and that data is then extracted real-time into the Pega dashboard for sentiment analysis. The extraction can also be scheduled at regular intervals or on-demand.

The data can be gathered from multiple sources, such as multiple Twitter feeds or from regulatory sources, and presented according to the organisation’s specific requirements by leveraging Pega’s sophisticated dashboard capabilities.

ai4process Sentiment Analysis extracts positive, negative, and neutral sentiments and uses advanced features of the Pega platform such as the NLP, AI and adaptive analytics so that automated feedback can be provided to social media users.

Matching and validating social media feeds with regulatory data sources, for example, Pharmacovigilance Adverse Events databases such as FAERS, helps highlight potential compliance breaches and allows organisations to take proactive action to avoid regulatory fines and reputational damage.

Manage the full end-to-end process for complaints raised by consumers of a firm’s financial services products or services. From acknowledgement of the complaint to the customer’s preferred channel, to prioritisation and routing to the most appropriate complaint handler. All aspects of the case are recorded, including whether there was any financial loss, what redress was offered and the acceptance/rejection of any resolution and/or redress actions.

Complaints can be raised and registered via any channel, whether directly into the application or via email, SMS integration or other messaging platforms. Complaints can also be ingestion into the system using ai4’s document handling and natural language processing capability.

The FCA grants the right for Financial Services consumers to escalate complaints to the Financial Ombudsman Service (FOS) if they are not satisfied with the complaint outcome. FOS can demand to see the firm’s response and process to determine whether they have acted fairly. The application supports a full extraction of case history and documentation for sharing with the FOS on request.