HDFC Life Insurance Company has successfully deployed 150 BOTs to offer a seamless experience to employees as well as customers. Parvez Mulla, COO of the company, said this journey started a few years ago when the company introduced various standalone and workflow systems across the value chain of insurance covering new business, policy servicing and claims. Given the complexity of the insurance products, spread across geographies, multi-distributor model, the company has strategically identified, experimented and deployed RPA to automate and simplify its processes, he added. The journey started with the first set of 8 BOTs in October 2016 and slowly grew to 22 BOTs across 9 functions in FY 2017. Taking the journey further, the penetration of BOTs grew with many simple to complex use cases and now there are 150+ live BOTs, running across 26 functions. Over 40% of these BOTs are complex in nature and various transactions are getting delivered every day. The company has also launched a Super BOT, a custom-built platform to manage live BOTs as a virtual supervisor. Jitendra Agrawal, executive vice president, Business Service & Excellence at the company, said with added capability of RPA, the company has expanded its horizon to drive ‘HDFC Life Way of Excellence’ to a new dimension. It now has a scalable and secure platform to address emerging opportunities and systematically address the chronic business problems, he added.
