Conversational AI systems are computers that people can interact with simply by having a conversation, our most natural form of interaction. Learn how insurance claims processing has been advanced using Amazon Alexa.

1. © 2018 DXC Technology Company. All rights reserved.
October 30, 2018
Amazon Alexa for
Automated
Insurance Claims
Processing

2. October 30, 2018 2© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Agenda
1. DXC Labs – Introduction
2. Conversational AI / Platforms
3. Digital Claims Transformation
4. Demo
5. Solution Description
6. Wrap Up

3. October 30, 2018 3© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
DXC Labs – What We Do
• DXC Labs build reference architectures and prototypes for practical business use cases.
• The global team has deep expertise in a range of digital transformation
Develop delivery capabilities in emerging digital
technologies
Act as a lead user while collaborating with partners
on innovation
Enhance digital capabilities by introducing new
frontier partners
Mission
Ensure DXC is fully equipped with the emerging digital technologies it needs to
lead clients through accelerating change.
Goals

4. October 30, 2018 4© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Conversational AI systems are
computers that people can interact
with simply by having a
conversation, our most natural
form of interaction – Amazon Web
Services

5. October 30, 2018 5© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
October 30, 2018 5© 2018 DXC Technology Company. All rights reserved.
Conversational AI – Features and Drives
Growth of
messaging
apps
Explosion of
apps
Advancement
in AI
Ease of
Conversational
interface
Automation
Drivers
*Source Gartner
25% by 2020
customer service and support
operations will integrate with
chatbots
85% by 2020
Interactions via
chatbots
30%
Use messaging for
business
engagements
2.5billion +
Use text or voice
chat
Contextual
Can Learn
Can Transact
Advanced NLP

6. October 30, 2018 6DXC Proprietary and Confidential
Conversational Platforms classification
Informational vs
Transactional
Informational
Large # of
Intents
Ability to turn
phrases to
queries
Transactional
Fewer Intents
Lengthy
conversations
Multiple Paths
Platform components
• User Interface
• Language Processing
• Intent Handling
• Response Generation
• Integration
• Context Awareness
• Exception Handling
• Analytics/ Supervision
* Source: Market guide for Conversational Platform by Gartner

7. October 30, 2018 7© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Use Cases: Conversational AI – The Genesis
Insurance: Cognitive Claims -
Automated Claims Straight
Through Processing
Cross Industry: Password
Reset: Automated voice
enabled Password reset
Conversational
AI
Healthcare: DXC’s Ally: -24 / 7
automated bedside assistant
Retail: Interactive Retail in-store
Assistant to improve in-store
experience
Cross Industry: DXC Botway –
Voice enable any chatbot using
a single platform
Machine
Learning
24x7 Availability
Simple & Intuitive
Natural Language
Understanding
Multi-Channel
Interaction
(Text, Voice)
Interface /
Handoffs to other
applications or
human
Cost Savings
Contextual
Healthcare:: DXC’s BedMan:
Voice enabled Patient
Admission and Discharge
VCA
VPA
VEA

8. October 30, 2018 8© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
• Manual
• Sequential
• Delays
• Frustrated
Customers
• Overloaded
Claims
Handler
Challenges in Claims Management
Manual data
Collection
Counter-intuitive
Interfaces
Risked
Loyalty
Absence of
Real-time data
No Centralized
Data

9. October 30, 2018 9© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Digital Claims Transformation
Digital
Claims
prevention
Digital
FNOL
Automated
claims
Digital Loss
Assessment
and repair
Automated
settlement
Customer-
Experience
Excellence
Claims
Prevention
Service
Automated
Claims
Handling
Value
Added
Services
Continuous
Improvement
(1) Source Mckinsey.
Customer experience
Increase customer satisfaction
score by ~20% points
Efficiency
Reduce claims expenses by
25%–30%
Effectiveness
Improve claim handling accuracy(1)
$

10. October 30, 2018 10© 2018 DXC Technology Company. All rights reserved.
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Cognitive Claims Solution
Automated and Cognitive Claims Solution
Fraud Detection
Data Collection –
Text & Image Dashboards
Automated
Claims Real-time viewGuided FNOL
Multi-ChannelMulti-Channel

11. October 30, 2018 11© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Automated Claims Processing Flow
Guides User to
file the claim
FNOL Investigate Evaluate Settle
Business Rule
Based Triaging
Real-Time Dynamic Scoring and Fraud Detection
Referred to Claims
Adjuster
Claims
Remediator
Engaged
Triggers Cognitive
Claims Bot
Starts new claim
Authenticates
Policy Status
(Phone #)
2
Coverage
Verification
1
2
Multi-Source
Data Augmentation
6 7
3 4 5
Insurer
Claimant

12. October 30, 2018 12DXC Proprietary and Confidential

13. October 30, 2018 13© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Under the hood..
Amazon
Lex
Custom
Alexa Skill
Intent identified
Amazon
Lex
Amazon
Connect
Claimant
Repair Service
Agent
Enterprise Claims
Management
Sagemaker
Fraud API
Business Rules
SNS
S3 Bucket
API
Gateway
Intent identified
Integrated Agent
Dashboard
Claims Assist

14. October 30, 2018 14© 2018 DXC Technology Company. All rights reserved.
PD_1077a-19
Recap
Claims
Server
Weather API
RestAPI
Fraud API
Systems of Record
(Policy, Claims, etc.)
Claimant
Business Rules Engine
• Raise new claim
• Interact with Bot / Alexa
• Answer Questions
• Upload pictures (Bot only)
• Guide claimant
• Ask questions
• NLP-based
• Voice assistant
Dashboard
Claims
Handler

15. © 2018 DXC Technology Company. All rights reserved.
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