OpenAI's release of ChatGPT back in 2022 marked a turning point in the world of artificial intelligence. This powerful AI assistant spurred a Cambrian explosion of innovation, with hundreds of startups creating their own AI assistants designed to supercharge specific tasks. From planning vacation itineraries to decoding complex legal texts and learning to code, AI assistants began to reshape how we work and live.
Process excellence (PEX) leaders of BPOs and other efficiency-obsessed enterprises quickly took notice. For years, they had leveraged robotic process automation (RPA) to automate numerous business processes. However, they soon realized that not all processes could be economically automated due to their complexity. The success of ChatGPT and other large language models (LLMs) inspired them to empower their teams with similar AI tools.
The evolution of AI in business processes
A primary use case for LLMs emerged in sales and customer service, where AI helped draft customer replies. While human oversight was necessary to prevent AI from generating errors, the time savings were significant.
More advanced enterprises took this further by streamlining their knowledge management systems and databases, equipping operations specialists, such as insurance claims handlers, with comprehensive access to relevant systems and policies. While expert review remained essential, these tools sped up the initial drafting process, saving a ton of time.
Despite these advances from AI chatbots, PEX leaders in BPOs realized their agents face trickier challenges in their day-to-day work –performing mental gymnastics just to keep up with tasks, including:
- Navigating overloaded interfaces: Agents often deal with complex interfaces that are not user-friendly, causing inefficiencies.
- Switching between tabs and documents: Constantly moving between different tabs and documents disrupts focus and slows down processes.
- Looking up scattered data: Information is often spread across multiple systems and documents, making it difficult to quickly find what is needed.
- Reconciling unstructured data: Agents must frequently reconcile data from different sources, formats, and structures, adding to the cognitive load.
- Dealing with error-prone forms: Many systems lack proper data validation, leading to errors that require time-consuming corrections.
- Outdated interfaces and manual steps: Legacy systems often involve manual and tedious steps that are not optimized for efficiency.
These challenges highlight a need for a more integrated and user-friendly approach to process improvement.
The traditional approach: Patching together solutions
Solving these daily frictions requires extensive process analysis, consultations with technology experts, and coordination with IT. Developers use a mix of technologies, including LLMs, document processing solutions, RPA bots, and Excel macros, to create duct taped solutions. While feasible on paper, these projects often face several problems:
- Complex user experience: Duct taped solutions are often complex and error-prone, making them difficult to adopt and operate across workflows.
- Technical complexity: Combining different technologies is custom, fragile, and challenging to maintain.
- High costs and risks: Projects take a significant amount of time and effort, increasing costs and risks.
- Coordination effort: Collaborating with various technology experts and IT stakeholders is time-consuming, slowing down projects.
In short, while PEX professionals aim to reduce handling times and streamline work, their projects are often risky, costly, and have diminished ROI due to ballooning costs.
The Matterway solution: Intelligent Assistance
At Matterway, we believe that the power of AI tools should extend beyond just text generation. It should simplify all aspects of work without requiring extensive effort to integrate different technologies.
This belief led to the creation of Matterway's Intelligent Assistance Platform. Built for efficiency-obsessed operations teams, it’s the first platform exclusively dedicated to further reduce handling times. Here’s how:
- Optimize inefficiencies for any workflow, end-to-end: Flexibly cover the entire workflow and enhance efficiency by 7x across any task, process or process with a single contextual tool.
- Universal compatibility: Built to work anywhere, the Matterway Assistant integrates effortlessly with existing systems to ensure smooth workflows.
- Cost-effective workflow improvements: Deploy more improvements economically with our Intelligent Assistance Platform, featuring a low-code SDK and ready-made capabilities that get you a head start.
- Rapid deployment: Ship improvements faster and more efficiently, managing and collaborating on projects across different stakeholders in one place.
- One-tool solution: With the Matterway Intelligent Assistance Platform, all improvement projects can be coordinated, analyzed, captured, built, prototyped, deployed and monitored through one tool, simplifying the process and enhancing productivity.
BPOs streamline work with Matterway Intelligent Assistance Platform
Matterway's Intelligent Assistance Platform transforms how BPOs handle complex workflows by seamlessly integrating into existing systems. This innovative approach not only reduces operational costs but also significantly enhances overall efficiency.
Check out some of the core results our clients have experienced with Matterway:
- 80% decrease in handline time
- 10x reduction in errors
- 30% faster time-to-proficiency
- 18% efficiency gain across department
A look into a Matterway use case
One of our BPO clients recently transformed their back-office operations using the Matterway Platform. They used intelligent assistance to automate the verification processes involving patient names across hospitals, insurance companies, and banking systems, and saw remarkable results.
- Efficiency increased by 40%
- Insurance disbursements were sped up to mere minutes
- Team size was reduced from 30 to 5
- The automation eliminated almost 80% of manual checks
“With Matterway, we have a true technology partner in efficiency that allows us to easily solve problems, enhance value, and reduce the cost of operations for our clients. The value their intelligent Assistant brings is far more superior than what we’ve been able to do before.” - Global Delivery Lead, Leading BPO
The future of AI in PEX
The future of AI in PEX is promising, as it has already revolutionized how we approach business processes and efficiency. PEX leaders who embrace these technologies will be at the forefront of driving efficiency and innovation in their organizations.
Integrated and user-friendly solutions like Matterway's Intelligent Assistance Platform provide a new paradigm for PEX teams. By reducing handling times, simplifying workflows, and facilitating collaboration, we can help empower efficiency-obsessed enterprises like yours achieve your goals with less effort and greater impact.
Are you ready to streamline work with Matterway's Intelligent Assistance Platform?
The future of efficiency is here, and it's time to embrace it.
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