This presentation defines today's role of RPA in the Enterprise - specifically cognitive technology - and outlines best practices for process discovery, workforce assessment, and technology management for improved customer experience. Enterprises, in their quest to reduce operational costs and deliver a better customer experience, are applying automation technologies including Robotic Process Automation (RPA), content analytics, and cognitive platforms. Yet, they do not have a well-defined set of principles and best practices. In this webinar, guest Forrester speaker, VP, Principal analyst Craig Le Clair, will present the seven predictions for enterprise capture applications which include: 1.) How digital acceleration pushes the limits of today's capture solution, 2.) How Data as a Service (DaaS) will alter enterprise capture road maps, and 3.) How cognitive capture sets the tone for the future... just to name a few. About the Presenters: Craig Le Clair, Vice President & Principal Analyst Craig is an internationally recognized expert in helping companies transform from manual and analogue-based processes to the mobile and digital world. Technology areas include enterprise social platforms, dynamic case management, enterprise content management, electronic signature, multichannel capture, and customer communications management. Brian Cox, Head of Insurance & Financial Services, Captricity Brian is responsible for the success of Captricity's partners in the insurance and financial services sectors. Prior to Captricity, Brian spent seven years at IBM working in the New York area representing IBM's information management solutions. For more information please visit: www.captricity.com!

1. August 3, 2016
How RPA and Advanced Capture are Improving
Customer Experience and Productivity in the Enterprise

2. o Please use the area in the right of your screen to
ask questions during the presentation
o 15 min. at the end of today’s webinar has been
reserved to answer user-submitted questions
o A recording of today’s presentation will be
provided following the webinar
Housekeeping Items

3. o Presenter Introductions (5-min)
o Forrester (20-min)
o Disruption, Automation, and Age Of The Customer
o Emerging Cognitive Landscape & Future Of Cubicle Employment
o RPA’s Role In Cognitive Development
o Advanced Capture Applications Support RPA and Cognitive Goals
o Captricity (20-min)
o Data-as-a-Service
o RPA for the Enterprise
o RPA in practice: Customer use cases
o Discussion and Q&A (15-min)
Today’s Agenda

4. Craig Le Clair, Vice President & Principal Analyst
Presenters
Brian Cox, Head of Insurance & Financial Services

6. © 2015 Forrester Research, Inc. Reproduction Prohibited 6
Agenda
› Disruption, Automation, and Age Of The
Customer
› Emerging Cognitive Landscape & Future Of
Cubicle Employment
› RPA’s Role In Cognitive Development
› Advanced Capture Applications Support RPA
and Cognitive Goals

7. © 2015 Forrester Research, Inc. Reproduction Prohibited 7
Empowered customers have given rise to a
new era
Age of distribution
Top retail financial services
firms and insurance providers
succeed with extensive
branch networks, thousands
of advisors and agents,
mergers for scale, and mass
advertising.
• Allianz
• Bank One
• Dean Witter
• MetLife
• NationsBank
• Prudential
• Smith Barney
Age of information
Substantial IT infrastructure
including networked computers
gives organizations the
transaction processing power
and economies of scale they
need to grow fast.
• Ameritrade
• Capital One
• Charles Schwab
• Direct Line
• HSBC
• ING Direct
• MBNA
• Progressive Insurance
• Visa
Age of the customer
Customer-obsessed firms
grow faster by spending more
on customer experience and
customer service.
• Ameriprise
• Credit unions
• Edward Jones
• Garanti
• mBank
• RBC Royal Bank
• USAA
• Vanguard

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Customer Experience Is A Work In Progress
For Insurers
Forrester “The Customer Experience Index, 2013”

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High-scoring customer experience companies far
outperform their peers
-3%
51%
78%
-20%
0%
20%
40%
60%
80%
100%
Customer experience
index laggards
Overall S&P
performance
Customer experience
index leaders
Forrester’s Customer Experience Index mapped
to S&P stock performance over last 7 years
Leaders outperformed
the market by 27% and
laggards by 81%
Source: Forrester Research, Watermark Consulting

10. Digital Disruption Is The New Strategic Risk

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Agenda
› Disruption, Automation, and Age Of The
Customer
› Emerging Cognitive Landscape & Future Of
Cubicle Employment
› RPA’s Role In Cognitive Development
› Advanced Capture Applications Support RPA
and Cognitive Goals

12. © 2015 Forrester Research, Inc. Reproduction Prohibited 12

13. Digitization Does Not Require A Big Workforce
2014
Acquisition Value: 19B
Employees At Acquisition: 55
Customers: 450M
2012
Acquisition Value: 1B
Employees At Acquisition: 13
Customer 30M
Apple: Market Cap. $1 trillion
Employees: 115,000
1964 – Four Most Valuable
Companies
AT&T: Employees: 758,611
GM: Employees: 660,977
Standard Oil Employees: 147,000
IBM 149,837

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15. Machine
Learning
Engagement
Capability
System
Orchestration
Predictive
Analytics
Business
Intelligence
RoboticsProcess
Automation
Routine Production
Services
CognitiveContinuum
NaturalLanguage
Processing
2. Human addresses
problem – text captured
and converted for machine
ingestion
1. Customer Hits
Portal Link For
Human Assistance
3. Active Learning
Points Prioritized
4. Machine Self
Adjusted
5. Machine extends
support capability
staticdynamic
Active Learning In A Customer Service Context

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Agenda
› Disruption, Automation, and Age Of The
Customer
› Emerging Cognitive Landscape & Future Of
Cubicle Employment
› RPA’s Role In Cognitive Development
› Advanced Capture Applications Support RPA
and Cognitive Goals

17. © 2015 Forrester Research, Inc. Reproduction Prohibited 17
What Is Robotics Process Automation
Robotic process automation (RPA) is the
application of technology that automates workflow
processes, primarily for administrative work. RPA
software can help automate large volumes of digital
manual-processing work.

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RPA – On The Tech Radar For Digitizing Operational
Processes

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RPA Addresses A Backlog Of Tactical Process Enhancements
› Productivity with be boosted with robotic process automation
(RPA)
• Targets are IT support, customer service agents and back-office work processes.
› API headaches for data integration are eliminated.
• RPA minimizes coding for building web services APIs to access a database or
legacy system.
› An alternative to the BPO labor arbitrage approach.
• Enterprise can avoid today’s BPO headaches, namely disruption due to shifting to
more optimal “labor” locations, the overhead attached to outsourcing, and
questions over quality and poor communications.
› An easy to consume pricing model.
• RPA is often priced as a fraction of the replaced staff person, as a robot license
that can be compared to

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An Alternative To "Big IT Spend" For Typical BPM Projects
› What can be done in RPA can be done with BPM. So
why use an RPA approach?
› It does not require invasive integration, changes to
underlying systems, and less change management.
› A “low touch” approach for process improvement for
brittle legacy systems.
› RPA appearing as workflow queues on BPM process
maps and “guardrails” for state transitions in case
management

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Create Your Own RPA Use Case Heat Map

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RPA Will Climb The Cognitive Scale
RPA today

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How To Find Your RPA Target

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Agenda
› Disruption, Automation, and Age Of The
Customer
› Emerging Cognitive Landscape & Future Of
Cubicle Employment
› RPA’s Role In Cognitive Development
› Advanced Capture Applications Support RPA
and Cognitive Goals

25. Mobile Capture Applications Will Accelerate

26. © 2015 Forrester Research, Inc. Reproduction Prohibited 26
Capture Silos Get In The Way Of Great
Experiences Across The Journey.
Discover
Ask
Use
Buy
Explore
Engage
“We don't know what a customer is getting. There are so many departments sending information out.
And then there's the quality issue. We also don't always know which communication is
important."(Senior architect, major utility company)

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RPA and Capture Can Help The Onboarding Process
Multi-channel
Customer Service
Poor Response
And Escalation
Mechanisms For
Issues
Presenting The
Right
Information To
Clients At The
Right Stage In
The Process
Collecting The
Right
Information
While
Maintaining
Customer
Experience
Re-keying Or
Wasted Time
Coordinating
Various Systems
Of Records, Core
Systems, And
Packaged Apps—
Each With Its
Own Record-
keeping Needs
Inability To Get A
Holistic View Of
Operational And
Other Data
Connecting With
The Institution
Via Digital
Channels
Operational
Reporting /Key
Performance
Indicators
Sales
Engagement
Data Gathering KYC
Deal
Configuration
Credit Risk
Closing and
Fulfilment
Too Many
Inconsistent
Internal User
Interfaces
Operational
Reporting /Key
Performance
Indicators
Customer Experience Operational Experience
Risk ScoringKYC,PEP,
MIFID &FACTA
Reporting
Account-Setup/
modifications

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Capture As A Service (CaaS) Will Replace Batch Capture
Systems
• Capture today is thought of as a large production and centralized
resource. defined as,
• A cross-LOB capability that asynchronously transforms content
• in real time to support work the optimal step in a work process
• Content likely to come from diverse channels, such as mobile devices in
the field or a customer’s hand, from an MFP in a branch office.
• Less and less will be mailed to the central location.
• CaaS will interact directly with a step in the transactional process.
• Pricing models that may disrupt age-old on-premise approach
28

29. © 2012 Forrester Research, Inc. Reproduction Prohibited
Page Analytics Has Many Practical Use Cases
• Techniques such as statistical analysis, machine learning, natural language
processing are now bringing text analytics closer to productive use cases.
• Information governance puts pressure on traditional capture.
• Page analytics can see if a contract is signed.
• PDF comparison can show the contract is only 92% the same ,
• Classification extending beyond basic metadata
One Pharma had an “unknown bucket” of 30 Million files that they needed to unravel and
classify. According to one EA, heavy duty analytics is cool but no one can get it to work, but
light analytics available are an immediate win .”
• Fraud detection remains a growth area for capture
• Just finding the right information is a big win
29

30. Contract Review For M&A Transactions lawyer
• Contract's require review by legal prior to M&A transactions for rights of
assignment, expiration, length, and other aspects that may affect company
value
• Contracts fed into “cognitive platform” that builds model and tags terms;
RPA takes over data entry and builds tables
– Able to review larger pool of contracts. For example: For a 500M
revenue company lawyers may review only 100 to 300 contracts of
the 5K to 10K available, multiple errors,
– Save 90% of time
– Reduction in errors

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Summary
› RPA and Cognitive Support Will Be a Strong
Enabler Of The Future
› Enterprises Should Expand Their View Of Capture
Or Be Left Behind More Agile And Forward
Thinking Competitors
› Both Must Be leveraged In New Ways To Meet
Age Of The Customer Requirements

33. GovernmentHealthInsurance & Financial Services
10 of the Top 20 U.S. Insurers
Customers
Non-Profit

34. • The majority of critical business
processes still rely on paper..
• Common practice is (still) to have
people TYPE information from paper
forms into downstream systems.
• Manual data entry process are error
prone, time consuming and expensive.
• Analytics teams unable to access the
most valuable legacy customer data
from documents.
Problems Insurers Face

35. • Applications Forms (new business)
• Change forms
• Claims forms
• Electronic payment authorizations
• Contract change requests
• Collateral forms
• Mortgage and banking forms
• Withdrawal forms
• Death certificates
Familiar Use Cases
Operational use cases involve process automation of workflows and eliminating manual entry.
Analytics use cases involve unlocking missing or unavailable data from legacy documents.

36. Robotic
Process
Automatio
n
(RPA)
Enrichmen
t
APIs
Data Package 1
RPAorDirect
CRM
Policy
Admin
Legacy
Applicatio
n
BI /
Analytics
Internal Systems
1.) Capture & Normalize 2.) Validate & Enrich 3.) Format & Deliver
Data as a Service (DaaS)
Self-Serve Monitoring & Compliance Dashboards
Upload
SFTP
API
Intake
Nanoservices
Voice
Web Forms External Web Services
Data Package 2

37. Information Types
Systems & Tools
Process
As-Is: New Business Document Processing
Imaging
Manual
Indexing
NIGO / IGO
Underwriting
Scanners
Doc Prep
Document
Repository
New Business
System
Policy Admin
System
Data Entry

38. Information Types
Systems & Tools
Process
With Captricity: New Business Document Processing
Imaging
NIGO / IGO
Underwriting
Scanners
Doc Prep
Document
Repository
New Business
System
Policy Admin
System
Captricity
Capture
Transform
Deliver

39. Captricity & Robotic Process Automation (RPA)
RPA

40. Bot as Data Delivery
• Sample of Business Data to SFDC for “Review and
Submit” process
• Process sample of bene data to customer backend
system without API
Bot as Validation and Enrichment
• Example: Enrich customer data with additional insights
to feed overall customer experience and targeted
marketing
Captricity Use Cases for RPA

41. RPA Workflow

42. Customer Stories

43. CHALLENGE:
No easy access to “cause of death” data from death
certificates, which are submitted along with death claims but
typically filed away without further analysis
SOLUTION:
Unlocked data from over one million documents. Enabled big-
data analytics for underwriting innovation and fraud detection.
Extracting Data from 1M+ Death Claims

44. Technical Challenges with Death Certificates
New York Life now has access to over 20 million new data points after digitizing ten years of legacy death certificates.

45. Expanding Across the Enterprise
Application Forms Payment AuthorizationsDeath Claims
Customer service efficiency, Analytics, Fraud detection

46. Value Delivered
Same-Day Turnaround
Time;
Time-to-Value <30 days
Cost Savings of 50% - 70%+;
Return on Investment <3-8 months
Enterprise-Grade
Security;
100% HIPAA Compliant
Infinite, Elastic Platform Scalability
Significant Data
Accuracy Improvement
(99.5%+, even on
handwriting)

47. Questions?

48. Thank You
Brian Cox
Insurance & Financial Services Group
Contact:
brian.cox@captricity.com