{"id":30348,"date":"2020-04-14T10:43:10","date_gmt":"2020-04-14T09:43:10","guid":{"rendered":"https:\/\/digileaders.com\/?p=30348"},"modified":"2020-04-16T11:49:57","modified_gmt":"2020-04-16T10:49:57","slug":"how-intelligent-automation-is-solving-unforeseen-covid-19-challenges","status":"publish","type":"post","link":"https:\/\/digileaders.com\/how-intelligent-automation-is-solving-unforeseen-covid-19-challenges\/","title":{"rendered":"How intelligent automation is solving unforeseen COVID-19 challenges"},"content":{"rendered":"

Here’s a look at two companies that have successfully turned to intelligent automation to tackle the unprecedented challenges resulting from COVID-19.<\/p>\n

Disruption is nothing new to the tech world. We\u2019re used to discovering new ways of using technology to solve problems. But even with our love for challenging the status quo, COVID-19\u00a0has disrupted the business world<\/a>\u00a0in ways many of us never anticipated.<\/p>\n

With most of the world\u00a0unexpectedly working and studying from home<\/a>\u00a0(or in the worst cases, completely shut down), we\u2019re no longer looking at technology as an opportunity to solve tomorrow\u2019s problems \u2013\u00a0we need it<\/a>\u00a0to solve today\u2019s unprecedented challenges.<\/p>\n

Companies across industries are turning to intelligent automation to not only overcome the hurdles created by the current global pandemic but also to make sure we\u2019re better prepared for what\u2019s to come. Here are two great examples of how two companies are turning to tech to tackle unforeseen COVID-19 challenges.<\/p>\n

The Trials & Tribulations of Travel<\/span><\/h4>\n

Unsurprisingly, the travel and hospitality industry is\u00a0taking one of the hardest hits<\/a>. As cities, states and entire countries effectively shut down, people around the world are canceling their upcoming trips. In fact, the U.S. Transportation Department\u00a0recently reminded airlines\u00a0<\/a>that they are obligated to refund tickets when they cancel a flight or make a significant flight schedule change that passengers opt not to accept. One major airline reportedly received over 120,000 cancellation requests in the early weeks of the pandemic \u2013 a 4,000% increase from its standard 3,000 cancellations per month. The refund process required a review of each cancellation to determine whether the customer was eligible for a refund or a credit to rebook their trip at a later time.<\/p>\n

It took three to four minutes to manually complete each case review \u2013 even while volumes grew. By the time the airline cleared 5,000 refund requests, another 7,000 had been added to the queue. With a continuously growing backlog, the airline was struggling to keep up with demand. So, it used robotic process automation (RPA) tools to build a bot.<\/p>\n

In just six days \u2013 including four days of round-the-clock building by engineers \u2013 with our assistance the airline created a bot that could determine whether a flyer was eligible for a refund or a credit. With the bot\u2019s ability to clear 4,000 refund requests per day \u2013 more than would have been cleared in a month manually (and assuming 80% of the volume) \u2013 employees were freed to handle more complex work.<\/p>\n

But the airline\u2019s demand challenges weren\u2019t completely solved yet. For members of its frequent-flyer program, refunds can only be issued if the name information on the service ticket matches the information the airline has in its database. If the flyer changed their name without updating their profile (or their name otherwise did not match), it would need to be changed before the refund could be issued.<\/p>\n

Before the pandemic, the airline had 19 full-time employees working on profile change updates, nine of whom were dedicated just to making name changes. The process included checking passports, driver\u2019s licenses or marriage certificates to validate the information, which took about five minutes to complete without the help of intelligent automation.<\/p>\n

To handle updates and changes, the airline leveraged RPA and optical character recognition (OCR) technology. With the deployment of these bots, it\u2019s able to work through the increased volume and free employees to apply more constructive thinking to challenges that require human decision making.<\/p>\n

Ensuring Continuity of Global Clinical Trials<\/span><\/h4>\n

For many of us, we\u2019re learning to manage the day-to-day challenges of the pandemic. We work from home, stock up on essentials and cancel the vacation we\u2019d planned next month. But for others, shutting down businesses, hospitals and even borders means not being able to access life-saving drugs.<\/p>\n

To ensure this didn\u2019t happen to participants of ongoing clinical trials, we worked with a biopharmaceutical company to create a bot to help keep an eye on the growth of the crisis and manage both inventory and supply chain readiness.<\/p>\n

In just five days, the company developed and implemented a bot that could pull information on the virus\u2019s spread from the World Health Organization (WHO) and compare it with the global locations where clinical trials were occurring. With this automatically generated report, leadership is able to assess the pandemic\u2019s potential impact and severity on studies and participants, and make real-time decisions.<\/p>\n

The bot also offers on-the-ground insights into the inventory and supply chain of each clinical trial. Rather than pressuring study managers to pull daily reports (a process that could take up to three hours to complete manually, not including data analysis), the bot is able to download study data, including subject visit summaries and drug inventory levels overnight, and have the data ready for review in the morning. Study and supply chain managers can analyze the demand and supply each day to ensure patients get the life-saving drugs they need.<\/p>\n

Staying Connected & Automated<\/span><\/h4>\n

We\u2019re living in a time when news isn\u2019t just changing every day; it\u2019s changing every hour. It\u2019s difficult to respond quickly to these accelerated changes when only relying on manual help. As the \u201cnew normal\u201d continues to develop, we\u2019re sure to see more and more innovative ways of adding intelligent automation and other advanced technologies to our business processes.<\/p>\n

The more we share, the more we can learn and address the COVID-19 challenges we\u2019re facing today and adapt to living in this new world. Feel free to share your stories on how you\u2019re using intelligent automation; the idea you share may be the lifeline that companies, colleagues and partners are searching for.<\/p>\n

\n

Originally published here.<\/a><\/p>\n

More thought leadership <\/i><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Here’s a look at two companies that have successfully turned to intelligent automation to tackle the unprecedented challenges resulting from COVID-19. Disruption is nothing new to the tech world. We\u2019re used to discovering new ways of using technology to solve problems. 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