Artificial Intelligence (AI) has emerged as a promising technology that can transform how case management is conducted. With its advanced algorithms, machine learning capabilities, and natural language processing, AI can help case managers in various ways, such as:
Automated Classification and Routing
AI can be used to automatically classify incoming cases based on predefined criteria, such as case type or severity, and route them to the appropriate department or team for resolution. This can save time and improve efficiency by reducing the manual effort required for case management.
Predictive Analytics
Analysis of past case data and future trend prediction can enable case managers to proactively identify potential issues and take corrective action before they escalate. This information can be used to continuously improve automated classification and routing which reduces the number of cases and improves customer satisfaction.
Natural Language Processing (NLP)
Natural language processing can be used to analyze customer inquiries and determine the intent behind them. This improves the accuracy of case routing and ensure that cases are addressed in a timely manner. NLP can also go beyond intent by extracting/highlighting key information like contact details, account numbers (with validation), products mentioned, dates, etc. Furthermore, it can automatically redact PII and PHI before it gets to the employee
Decision Support
AI provides case managers with recommendations for how to handle specific cases based on the learning and experience from previous outcomes. The improved consistency and quality of case resolutions helps in reducing the risk of errors, which can be further enhanced by combining with data from other systems (i.e. credit scores, product usage, previous interactions, etc.).
Chat and Voice Bots
Conversational AI-powered chat and voice bots can be used to handle basic customer inquiries and provide immediate responses to common questions. Since bots are handling initial steps, they help to reduce the workload of front office employees and case managers while shortening response times for customers.
Today’s business landscape is rapidly changing as companies develop and learn more about artificial intelligence’s capabilities. Even in its early forms organization can leverage AI to automate routine tasks, provide data-driven insights, and support decision-making processes in real-time to help case managers improve efficiency, reduce costs, and enhance the customer experience.
Alex Stein – CEO of Eccentex
