It is known today that unstructured data can present key challenges to the digital transformation journey and the path to automation. Companies are seeking to ensure that the agility and speed from today’s smart phones and tablets are not stopped by missing interfaces or legacy technology. A few successful companies have learned how to work with and around their legacy systems and tap into the value of unstructured data.

1. SUCCEEDING WITH
DIGITAL TRANSFORMATION BY
UNLOCKING THE POTENTIAL
OF UNSTRUCTURED DATA
Lukas Hebeisen
Head of Solution Development &
Digital Transformation
OPEX in Financial Services
New Orleans
March, 2019

2. “The world’s most valuable
resource is no longer oil, but
data”
The Economist, May 2017
UNSTRUCTURED

3. Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
TRENDS
MAIL IS MOST
EXPENSIVE CHANNEL
REGULATIONSRISING NUMBER OF
INQUIRIES
LEGACY SYSTEMS

4. Page 4
2003
COMPANY TIMELINE
SWISS POST SOLUTION
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
End-to-end productive
process automation
1st RPA-Robot live
BpaaS
RPA
Test Automation
AI-powered
Email Client
2013
2017
2019
2003
Artificial
Intelligence
End-to-end test process
automation
Document Input Processing
Smart Process Discovery
1st AI live case
Sentiment
Analysis
Data
Analytics
Speech-to-speech
1. Always focus on the e2e
business process
2. Make sure to use a flexible
architecture
3. Avoid the maintenance trap

5. 60% of customer dissatisfaction
originates within back office
inefficiencies
Backing up the Digital Front:
Digitizing the Banking Back Office
Capgemini study 2013
«A GOOD BACKOFFICE
MAKES CUSTOMERS HAPPY»

6. ARTIFICIAL INTELLIGENCE
REFERENCE PROJECT
CONTACT CENTER
SWISS POST

7. Page 7
CHALLENGES
KEYWORD-BASED CLASSIFICATION
INCONSISTENCY AMONG OPERATORS
INCREASING MAIL VOLUMES
AI PROJECT @CONTACT CENTER
INITIAL SITUATION
GOALS
AUTOMATE TRIAGE
STANDARDIZIATION
AUTOMATE CUSTOMER
CORRESPONDENCE
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data

8. Page 8Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
AI PROJECT @CONTACT CENTER
INITIAL PROCESS SITUATION
UNWANTED MAILS
Lots of unwanted emails (e.g.
LinkedIn requests) end up in inbox.
By contrast, ~ 900 customer
requests/ year categorized as spam
and deleted without interaction.
PRIVATE / COMMERCIAL
Although required, current system
cannot distinct between private and
business customers
STAMPS ORDER
Simple order forwarding process,
predestined to be automated

9. Page 9
AI PROJECT @CONTACT CENTER
AUTOMATION RESULTS
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data

10. Page 10Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
AI PROJECT @CONTACT CENTER
PROCESS MODEL
1) FIRST LIVE PROCESS
 BUILD FRAMEWORK
 FAST ONBOARDING OF 1ST PROCESS
2) PROCESS AUTOMATION
 ENHANCE E-MAIL ROUTING
 PROCESS SIMPLIFICATION
3) EMAIL CLIENT
 REDUCTION OF AHT
 CUSTOMER SATISFACTION
PHASE1
PHASE2
PHASE3

11. Page 11Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
SPS APPROACH TO PROCESS IMPROVEMENT
Our solution is designed to automate simple queries and to
assist employees with complex business processes through
preparing unstructured data.

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AI PROJECT @CONTACT CENTER
EMAIL CLIENT
- Grafik 2 Bildschirm
(neues Arbeitskonzept)
«Holistic overview of case-related information on two
monitors for customer care agents»

13. A BALANCING ACT BETWEEN
DIGITAL EXPERIENCE AND
LEGACY SYSTEMS

14. RPA @ SHARED SERVICE CENTER
SUCCESS STORY

15. Page 15
ROBOTIC PROCESS AUTOMATION
SHARED SERVICE CENTER
STRUCTURED DATA
EmployeeMobile App
Paper Form
SPS Document
Processing
Automated
Data Verification
Automated
Back Office
Data entry
INITIAL SITUATION
Employee
Paper Form Manual
Back Office
Data entry
SPS SOLUTION
STRUCTURED DATA
2
DAYS
30
DAYS
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data

16. Page 16
ROBOTIC PROCESS AUTOMATION
SHARED SERVICE CENTER LIVE PROJECT: RESULTS
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
< 1 year
ROI
70%
Reduction
Handling time
40’000
Transactions
per month
82%
87% 89% 90% 93%
Start
(CW27/2017)
First iteration
(CW35/2017)
Second
iteration
(CW42/2017)
Third iteration
(CW08/2018)
Fourth iteration
(CW24/2018)
Success rate

17. FOCUS ON
BUSINESS PROCESSES
SMARTLY CONNECT
WITH LEGACY SYSTEM
INNOVATIVE
TECHNOLOGIES
STRUCTURE DATA
SUMMARY

18. Page 18
E-mail
Lukas Hebeisen
Head of Solution Development & Digital Transformation
Post CH Ltd
Swiss Post Solutions
Pfingstweidstrasse 60b
8080 Zürich
lukas.hebeisen@swisspost.com
Swiss Post Solutions | 20.03.2019 | V1 | public | Succeeding with digital transformation by unlocking the potential of unstructured data
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19. SWISSPOSTSOLUTIONS.COM
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