McKinsey July, 2019
Process automation at scale is now feasible for most payers. When coupled with other next-generation digital tools, we estimate that it may enable many payers to reduce operational costs by up to 30 percent within five years.
Many industries have an ambitious vision for fully digital processes, including comprehensive self-service, omnichannel offers, and complete utilization of all available data. Process automation is a key element to achieve this vision. Recent developments in technologies such as robotics and machine learning have made it easier for companies to achieve process automation at scale, and this change is fundamentally transforming how the companies operate, greatly improving their efficiency and often increasing consumer satisfaction. An analysis by the McKinsey Global Institute (covering more than...
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