Thurs june26 8 00am-theintersectionofpeople
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  • 1. The Intersection of People, Customers, and Technology in the Claims Process Daniel Hughes, Enterprise Solutions Manager, Kodak Alaris
  • 2. 30% …of insurance customers worldwide rated their experience as positive …is spent on fraudulent claims annually$30 billion 1 in 3 …cited poor claims handling as a major factor in their decisions to switch insurer
  • 3. Are These Your Challenges? Business  Growth Workforce  Talent Problem Reduce  Fraud Engaging  with  Customer  Base Streamlined Operations
  • 4. New and Developing Media for Customer Engagement
  • 5. Social Transparency – Words Travel Fast The problem was resolved quickly 69% I had to explain my problem to multiple  people 72% The person who helped me was nice 65% The person I dealt with was unpleasant 67% The problem was resolved in one  interaction ‐ no passing around to  multiple people 63% My problem took too long to resolve 65% The outcome was what I was originally  hoping for when I contacted customer  service 47% The problem was not resolved 51% Good Customer Service Interactions (n=1,004) Bad Customer Service Interactions (n=565) *Any company that was not large, well‐known or a small local or online company Source: Dimensional Research, “Customer Service and Business Results: A Survey of Customer  Service from Mid‐Size Companies” sponsored by Zendesk, April 15, 2013.
  • 6. Customer Interactions – the Challenge Source: Converseon, 2012 • Social media input arrives 24/7  • Most organizations are at the beginning of the maturity curve
  • 7. Handle All Input Dimensions Format Source Structure Fax Server Scanner File System Mail Server Image Paper PDF Email Unstructured Semi‐structured Structured
  • 8. Self Learning Expert Forum Content Repository Across System Boundaries Any Content      Documents Free Text Search Intranet   Any Source No Administration Versioning Dynamic Q&A Scripting Workforce Talent Management Data ww w
  • 9. Semantic Understanding Extracts Real Meaning Graphically Linguistically Rule Based Contains “Claim”
  • 10. Streamlined Operations • About 75 % optimization  potential for extraction • Current methods of data  recognition and  processing are inadequate • About 80 %  optimization potential  for classification • Existing automation  approaches only apply  to structured  documents Optimization Potential Scan, Fax,  Emails,   eDocs, SMS,  Social Media Recognize Classify Extract Validate Export  Process  Route Correct / Incorrect?
  • 11. Advanced Document Classification Techniques • Symbolic (barcode) • Document analytics  • Graphic‐based • Text‐based • Statistical  methods • Semantic  understanding LOWLOW HIGHHIGH Property Claim Property Underwriting Customer  correspondence Car claim
  • 12. Fraud Detection and Prevention Advanced data  mining Mobile Devices Segment Risk Predictive Modeling Pattern  Spotting Self Learning  Hard Fraud Cross Provider Security Mechanism
  • 13. Artificial Intelligence Opens New Opportunities UNDERSTAND PROCESS KNOW ? i !
  • 14. The Intersection of People, Customers, and Technology in the Claims Process Presents significant opportunities for insurance carriers to secure their future  Engaging and communicating with customer base: Support policy holder  communication preferences and fully integrate all communication channels  including social media  Workforce talent management: Leverages the expertise of most  experienced agents and offer a comprehensive, self learning knowledge  base to new staff  Streamline d Operations:  Reduce manual steps and silos into end‐to‐end  claims process automation   Fraud prevention: Focused data mining and analytics  Business growth: Reduce cost and create additional revenue
  • 15. Do you want to discuss further?  See you at booth 110 in the exhibition hall Contact me at daniel.hughes@kodakalaris.com