Human in the loop automation for customer onboarding using UiPath Action Center

Introduction

In today's fast-paced business environment, efficient and seamless customer onboarding is crucial. It's the first step in building a strong and lasting relationship with new customers. However, achieving a balance between speed and accuracy can be challenging. This is where UiPath provides a pivotal technology with AI-powered automation, offering a powerful solution to optimize customer onboarding through human in the loop automation.

The challenge of customer onboarding

Customer onboarding involves a series of tasks such as collecting customer data, verifying information, and setting up accounts or services. Traditionally, these processes were manual, time-consuming, and prone to errors. Humans were responsible for handling every step, from documents data entry to decision making.

While automation has revolutionized many business processes, there are certain tasks in customer onboarding that require human critical thinking and expertise. For instance, assessing the risk associated with a new customer or resolving exceptions that automation cannot handle. Striking the right balance between AI-powered automation and human intervention is essential for an effective onboarding process.

UiPath Action Center

UiPath Action Center is a pivotal tool in use cases such as customer onboarding. It offers a centralized platform that harnesses the power of automation and empowers users to make decisions. Here's how it works.

1. UiPath automation

UiPath robot can automate routine tasks involved in customer onboarding. It can extract data from various sources, populate forms, and perform data validation with speed and accuracy. This reduces the time it takes to onboard a customer and minimizes the risk of errors associated with manual data entry.

2. Human in the loop decision making

What sets UiPath apart is its ability to involve humans in the automation process when necessary. When an exception or a decision point is reached that requires human judgment, a UiPath robot creates an Action Center task for a human to make the necessary decision. This way they can then review the information, make informed decisions, and seamlessly continue the downstream onboarding process.

3. Seamless collaboration

Action Center fosters collaboration between robots and humans. It provides a user-friendly interface to review and act on tasks. Agents can validate the information, and provide the necessary action on the onboarding task. This synergy between humans and automation provides a smoother onboarding experience.

This case study explores how UiPath automation solutions were implemented to streamline the data entry process and improve efficiency in a financial services company.

Solution flow

Document processing with UiPath Document Understanding

The automation journey begins with using UiPath Document Understanding capabilities. This feature allows the robot intelligently to extract data from unstructured documents, such as loan applications and credit reports. Using AI and machine learning, the robot learns to identify and extract relevant information like customer details, loan amounts, and interest rates from these documents. This not only removes manual data entry but also reduces the risk of errors.

Action Center validation for low confidence or error fields

In the data extraction process, there may be instances where UiPath Document Understanding encounters lerrors in field extraction. To address this, an Action Center validation step is introduced. If the robot is unsure about a particular field or encounters an error, it creates a task in Action Center. A human operator can then review and validate the extracted data, providing accuracy and reliability.

Robot adds the results to Salesforce

After successfully extracting and validating the data, the robot proceeds to add the results to the Salesforce CRM system. This step involves creating or updating customer records, loan applications, or any relevant data points in Salesforce. This seamless integration with Salesforce removes the need for manual data entry into the CRM and guarantees that all customer information is up-to-date and accurate.

Create Action Center task for reviewing the credit report

To maintain a high level of accuracy and compliance, the automation process includes a step for reviewing credit reports. If a credit report is part of the document set, the robot creates an Action Center task for a human reviewer to assess the report for any anomalies or discrepancies. This makes sure that experts thoroughly review critical financial information before further processing.

Robot updates the credit report to Salesforce

Once the credit report has been reviewed and approved, the robot updates the relevant information in Salesforce. This may include credit scores, risk assessments, or any other data extracted from the credit report. By automating this update process, the company can maintain real-time credit information in their CRM, aiding in decision making processes.

Benefits of human in the loop automation

Speed and efficiency: by automating tasks that go beyond rule-based processes and require human input, in conjunction with Action Center, it can significantly accelerate the onboarding process. Human agents are liberated from mundane and repetitive tasks, allowing them to focus solely on making informed decisions and dedicating their time to high-value activities that demand their expertise.

Error reduction: automation significantly decreases the likelihood of errors that may arise during manual data entry and processing. This results in heightened accuracy in customer data and compliance with regulatory requirements.

Enhanced customer experience: quicker onboarding translates to customers being able to apply your products or services promptly, resulting in increased satisfaction. Moreover, the precision of data provides that customers enjoy a seamless onboarding experience with minimal interruptions.

Compliance and audit trail: UiPath maintains a comprehensive audit trail of all actions conducted through Action Center throughout the onboarding process. This guarantees compliance with regulatory requirements and furnishes a transparent record of all activities.

Real-world scenarios: Action Center capabilities extend beyond customer onboarding. It can be applied to various industries, including banking, insurance, healthcare, and more. Any process that involves a combination of routine automation and human decision making can benefit from this technology.

Conclusion

The suite of products from UiPath represents a paradigm shift in optimizing any business process. By seamlessly integrating AI-powered automation and human expertise, it offers solutions to the challenges faced by businesses today. It not only accelerates the onboarding process but also enhances accuracy and customer satisfaction.

In a world where customer experience is a key competitive differentiator, UiPath empowers organizations to provide an efficient onboarding experience that sets the stage for long-term success.