Finnish Tax Administration (Vero) is responsible for collecting taxes for society. The pervasive principle in all its operations is customer orientation.

The organization employs about 5,000 professionals and receives an average of 6,500 calls a day.

In some calls, the customer is identified by asking security questions. This identification – including gathering information to verify the client’s answers – can take up to 2 minutes.

To speed up calls, Vero tried Blue Prism Service Assist – customer service automation. Service Assist was first tested in inquiries regarding household tax deductions.

Service Assist automatically retrieves the information required in caller identification based on a social security number and assists the service agent through the call.

The automation allows the service agent to focus on customer service and work in a single view to which information required in various call stages automatically appears.

Based on the initial trial, Service Assist…

• was easy to use.
• can help guarantee a consistent quality of service.
• can cut time spent on, e.g., identification to less than a minute, speeding up service and reducing costs. 

“Cooperation with Digital Workforce Services was fluent, easy and professional. The best part of our proof of concept was introducing new Blue Prism technology and way of automation, which were supported by supplier’s strong knowledge and easiness of cooperation.” 

Jisvi Hyyrynen, Product Owner Process development and automation, Finnish Tax Administration

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Nordea is the largest financial services group in the Nordic region and one of the biggest banks in Europe with over 30 000 employees, a total operating income of EUR 9.5 billion and total assets of EUR 581 billion in 2017. The bank is one of the forerunners in the use of robotics in its industry and is determined to keep leading the way to the future.

Digital Workforce has worked with Nordea since 2015 to establish, grow and maintain the company’s robotic workforce. Digital Workforce offers Nordea Robotic Process Automation (RPA) consulting services, training via Digital Workforce Academy – a Gold Service Provider certification awarded Blue Prism training partner – and management mentoring.

Watch the presentation to hear:

• How Nordea has succeeded in scaling up its digital workforce from a small-scale pioneer to employing 300 robot colleagues
• How the bank has developed its robotics management model to reach maximum value
• What is the role and structure of Robotics Centre of Excellence (CoE) at Nordea
• How does traditional IT relate to robotics and automation at Nordea

Want to learn more? Download our case study about Nordea here and learn about Robotics Operating Model (ROM) here.

The post Nordea: from a small-scale pioneer to employing 300 robot colleagues appeared first on Digital Workforce.

Introducing Ragnhild the robot – First experiences and learnings utilising Robotic Process Automation at Södertälje municipality in Sweden.

The post Introducing Ragnhild the robot – Utilising Robotic Process Automation at Södertälje Municipality appeared first on Digital Workforce.

Watch Digital Workforce Head of AI, Gaurav Khullar talk about our intelligent automation platform, and the ways your organisation can benefit from technologies such as RPA, Machine Learning, Natural Language Processing, Computer Vision and Deep Learning.

Unlocking automation potential with different technologies

Traditionally, digital workers have been built utilising Robotic Process Automation (RPA) making them perfectly capable of managing knowledge work tasks, which are based on a pre-defined business rule. Combining that with new capabilities offered by Natural Language Processing, Chatbots and other artificial intelligence technologies creates digital workers that are empowered to automate more complex tasks and are learning by doing. The results free up even more people from routine tasks and make them available for strategic, value-added work. Our intelligent digital workers can sense and comprehend both unstructured data in the form of natural text, images, videos, etc. and tabular data like financial statements, sensor streams, etc. They can also converse with humans in natural languages.

We have built these capabilities by using state-of-the-art artificial intelligence technologies like Natural Language Processing, Computer Vision, Deep Learning and Machine Learning and by partnering with innovative companies like Boost.ai, Blue Prism, Microsoft, and UiPath.

Visit our website to learn more about our services and solutions.

The post Intelligent Automation: Building a smarter workplace appeared first on Digital Workforce.

People and robots working together. Watch the video and learn, how If is using RPA and how does the future look like.

The post RPA at If Insurance appeared first on Digital Workforce.

Level up your organisation’s RPA skills. Get the best-in-class RPA training you need to grow your expertise in building your Digital Workforce. Services include online training, traditional classroom training and interactive workshops.

The post Dwf Academy RPA training appeared first on Digital Workforce.

Ropsu, a cloud based software robot, works in the City of Espoo in the elderly services’ home care unit. Ropsu’s job is to supervise the adequacy of human resources and to place orders for temporary work force.

The post Case Ropsu – Espoo’s tireless Digital Worker appeared first on Digital Workforce.

The post Workforce management: Manage your virtual workforce real-time where ever you are! appeared first on Digital Workforce.