Hexaware provides Intelligent automation solutions to help businesses thrive & move towards the next wave of digital transformation. Read this Slides to know how. Watch The Webinar https://hexaware.com/resource/embracing-intelligent-automation-a-step-change-towards-smarter-operations/ Know More: https://hexaware.com/services/business-process-services/intelligent-process-automation-services/

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Embracing Intelligent Automation
A step change towards Smarter Operations
Pranav Rai
Global Head- Solutions & Practice, Hexaware Technologies

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The Pursuit of True Intelligent Automation
RPA is just the start in the pursuit of intelligent automation.
Start now, if you haven’t already
Experience based
ML algorithms with
pattern recognition,
reasoning and
retention
Cognitive
Automation
Rule-based ML
algorithms with
automatic learning
capabilities
Autonomics
Conversational
User Interface
Intelligent machines
that work and react
like humans including
learning, planning,
problem solving and
perception
Artificial
Intelligence
Bots mimic human
actions - faster, cheaper,
more reliable & accurate
than humans
Robotics Process
Automation
Hybrid UI that
interacts with users
combining chat,
voice or any other
natural language
interface using ML,
NLP and NLG
Leverage the variety in ML algorithms, NLP and NLG to build
cognitive automation and conversational user interfaces
Adopt AI to be truly digital and start making efficient and quick
decisions for your business
Smart and robust RPA implementation
is a pre-requisite for a successful IA

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Machine Learning – The key enabler
Machine Learning as a technology can be leveraged to design a gamut of algorithms, each applicable to certain set of business use cases
SUPERVISED LEARNING UNSUPERVISED LEARNING REINFORCEMENT LEARNING
Input
ML Model
Output
Training
Input
ML Model
Output Input Output
Reward
& State
ML Model
• Uses training data and feedback mechanism to learn the
relationships
• Both input and desirable output historical data are
required to build this model
• Most suitable for classification and regression models
• Interprets input data structure and infers the pattern to
learn the relationship
• Only input historical dataset is required to build the
model
• Most suitable for recognition and recommendation
models
• Determines the reward score from each output - input
combination to learn the relationship
• Low to no historical data is required as the model is built
to learn from interactions
• Most suitable for prediction and decision models where
data availability is scarce
Customer email classification model Product recommender model Next best offer prediction model
Capital Market model
Trade Finance POC

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IA is Real! We see these around us…
Recommendation engines,
automated AML checks,
behavioral analytics & profiling,
real-time fraud detection, insightful
trading
Banks
Analyze company data points &
automatically write research reports
to help make long-term investment
decisions
Understand physicians’ unstructured treatment
recommendations & match them to WellPoint’s
medical policies & clinical guidelines
Through use of machine learning
algorithms, Gmail successfully
filters 99.9% of spam
Content recommendation based on interests
expressed & judgments made in past.
Automatically add an item to a shopper's
basket, and if a delivery slot is already
booked, adds it to the existing order using
IFTTT.
Enable ride-sharing marketplace, identify suspicious
or fraudulent accounts, suggest optimal pick-up &
drop-off points,
Calculate payouts to policyholders
by reading medical certificates and
analysing documents such as
outpatient data, surgery, procedure
reports and hospital stays

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The Market Sentiment – through Advisors POV
RPA can cut costs for
Financial services firms
by up to 75%
67% of executives say AI will
help humans and machines
work together to be stronger
using both artificial and human
intelligence
60% of all the
occupations have at-
least 30% technically
automatable activities
For 85% of respondent,
900+ processes in their
firms can be automated;
110m to 140m FTE
capacity could be
released by 2025
Leveraging AI in Retail
has led to 2mn fewer
product returns;
In Healthcare it led to
$2-$10 trillion savings

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Intelligent Automation across Industries- It’s just a start !
Manufacturing
Telecom
Retail
Insurance
Banking & Financial Services
• Customer onboarding &
servicing
• Sanction Screening
• Payment
Inquires/Investigations
• Corporate Actions
• Improve Fraud detection and
recovery
• Position Management &
Reconciliations
• Loan Processing
• Trade Finance
• Cluster Analysis for Direct
Sales - lead qualification
• Claim Processing
• Underwriting – rating &
decision making
• Policy issuance & fulfilment
• Policy administration
• Contract Management
• Claim fraud detection and
prevention
• End-to-End query & request
management automation
using chatbots, virtual
assistants, conversational IVR
• Intelligent Email Assistant
• Intelligent Call Routing
• Social Media & Sentiment
Analysis
• Personalized customer
targeting by customer
segmentation
• ML data mining to identify
network anomalies
• Interactive outbound voice
Customer Surveys
• Failure prediction and
recommend proactive
maintenance
• Forecasting future demand
trends and potential constraints
in Supply Chain
• Predictive analysis to identify
design problems in pre-
production
• Determine root cause of quality
• Forecasting Engine for
Warehouse & Inventory
Management
• AI powered logistics operations
by forecasting factors like delivery
routes, arrival time, etc
• Automated Checkout
• Online Search
Recommendations
• Churn rate minimization
• Optimizing energy
consumption
• Sales forecasting on factors
such as prices, weather etc.

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Influencing the Future of Customer Experience

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Digital Verification as a Service for a Leading Global Background
Screening Provider
About the Client
Comprehensive background screening solutions partner for over 9 years 14 countries, 26 locations Over 4000 employees
Presence Customer Base
Intelligent automation to optimize and disrupt the
existing model
Key Solution Highlights:
3 unique BOTs implemented
Business Challenge Hexaware Solution & Approach Benefits Delivered
Dynamic nature of business - 60% of efforts were spent
on research and 40% on actual verification
Forced closures instead of verified closures due to low
contact rates
Niche and fragmented process – Each end client
came with their set of configurable SOPs
Scope of Service:
End to end Background Verification
Research Call Verify
A centralized database with an integrated telephony
and CRM along with an exception handling team
Update
Research BOT
Online BOT
SOP BOT
Same day Closures increased to
65%
35% reduction of efforts
109% increase in productivity
Unable to verify (UTV) reduced from
11% to <9%
Revenue enhancement- Helped
client increase their end client base

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Contract Management for a leading Pharmaceutical Company
About the Client
Leading Pharma company based in UK Over 40 countries Over 7500 employees
Presence Customer Base
Intelligent automation to optimize and disrupt
the existing model
Key Solution Highlights
Business Challenge
Hexaware Solution & Approach
Benefits Delivered
Hundreds of contracts pending for
renewal
Tedious and manual intensive
process
Impacting partner experience
Scope of Service: End to end Contract management
Receive contracts/ details in email Validate crucial contract information Update the same in Ariba
Maximise STP backed by an exception
handling team
Email Automation was deployed to read the
Emails using NLP
OCR Bot reads the contract (PDF attachment)
in the email
The third bot logs into the Ariba, keys in the
information
100% closures in a day
71% reduction in efforts
Backlog clearance
AHT of the process reduced
from 90 minutes to sub 30
minutes

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IA POC of Trade Finance Process for one of the Largest Global
Bank
About the Client
One of world’s largest banks headquartered in US Global Over 200 mn customer accounts
70% automation of makers
operations and 50% automation
of checkers operations
Over 40% reduction in cost of
ownership
Reduce rework as document
capture is now highly automated
Provide value added trade
insights to customer portfolio
Automated Ship tracking
Presence Customer Base
Hexaware studied the process in detail and identify process steps with
RPA and ML potential
Developed architecture to address end to end process
Identified enabling technologies to power intelligent automation
solution (e.g. Cognitive OCR, ML engine, etc..)
Created a sample webapp to showcase real working prototype of the
solution
Automated OFAC , AML Triggers to level 2 / compliance teams
Automated Ship tracking and compliance triggers to level 2 /
compliance teams
Analytics layer to capture trends, enable client to provide value added
services and improve machine learning engine
Reduce paper based operations
Reduce data capture errors
Improve processing time
Improve efficiency by bringing in futuristic
automation(AI, ML)
Minimize Financial /Regulatory risk exposure
Reduce cost of operations
Our Mandate
Highly paper based and manual document
discrepancy management process
Data capture errors leading to rework on
20% transaction
1.5 hours maker and checker operation
People dependent operations
Business Challenge Hexaware Solution & Approach Benefits Delivered

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Automate
Everything
Cloudify Everything Transform Customer
Experience
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Mission
“To transform how IT services are delivered and to be the first IT services company in the world where
half the Workforce is Digital”
About Hexaware

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Innovative Services
Passionate Employees
Delighted Customers
Questions?
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