1 Copyright © Capgemini 2016. All Rights Reserved iLogic – Algorithm Driven Decision Making Process | June 2016 Capgemini Business Services iLogic - Algorythm Driven Decision Making Process 29th June 2016
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1 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
Capgemini Business Services
iLogic - Algorythm Driven Decision Making Process
29th June 2016
2 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
Rebill requests
iLogic – Sorter
QUERY BUCKET
Language skill level
O3
Service Delivery Competency level
Sorting by Language
Indexing
Sorting by Cetegory
Copy Docs, Spams
Delivery failures
O1 O2 O3 O4
Credits, queries
requiering interactions
Complex queries,
escalations
3 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
iLogic – Data Explorer
Multiple screens,
long time of research
Search
Complex process,
extensive experience required
Answer questions,
follow decision tree
Single screen with the resolution
provided, research details
logically grouped under tabs
4 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
iLogic – Rapid Paste
5 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
iLogic – Benefits
Process controls prompted (approval chain,
accurate reason code)
Increased process control (query complexity
mached with competencies)
Accurate and complete communication
Value
Control
Efficiency
Effectiveness
Improved customer experience
Reduced language dependency
Reduced errors’ opportunities
90% of queries indexing automated
FTEs saving on manual indexing and sorting
FTEs saving by speeding up systems‘ research,
guiding agents through the process steps and
templates development
70k queries indexed per month
Quality improvement from 87.7% to 99.5%
Disputes resolution time reduced by 4.6 days
6 Copyright © Capgemini 2016. All Rights Reserved
iLogic – Algorithm Driven Decision Making Process | June 2016
Thank you
Anna Zacharska
Service Delivery
Manager
Krzysztof Cislo
Innovation
Manager
Anna Ordowska
Engagement
Manager
Marcin Kubas
Innovation
Specialist
Magdalena
Wojcik
Innovation Lead
Anna Teczar
Engagement
Director
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