Scenario: Generating insurance quote with Automation Co-Pilot and Process Composer

This scenario details how Zoe (as an insurance agent) generates an insurance quote for a customer using Automation Co-Pilot for Business Users and Process Composer.

About this scenario

The scenario describes the actions and data flow for the following four people:

Zoe is an insurance agent at BBB Insurance Co. where she serves as the primary contact for customers. She is responsible for supporting new and existing customers as she creates insurance quotes based on customer data she’s gathered.
Natalia is a potential customer who has contacted Zoe requesting an insurance quote for a new home purchase.
Tomas is Zoe’s Manager at BBB Insurance Co. He is responsible for drafting budgets, managing resources, and for reviewing and approving any insurance quotes Zoe or any other agent on his team generates.
Marcus is a software engineer working at BBB Insurance Co. He is responsible for designing, developing, and implementing automations that increase process efficiencies for the insurance company. He is familiar with development tools, processes, and best practices.

Architecture and tasks flow

The following architecture overview shows the front-end and back-end components, and their related human-initiated tasks and automated tasks for the BBB Insurance Co:

Architecture overview showing human-initiated tasks and automated tasks

Front-end components

Automation Co-Pilot for Business Users is a user-interface that enables real-time communication between users and bots. Using Automation Co-Pilot for Business Users, you can automate repetitive and time-consuming tasks, navigate controls, and input data when interacting with a customer.
Salesforce
SAP

Note: The Salesforce mark and logo and the SAP mark and logo are trademarks or registered trademarks of Salesforce, Inc., and SAP, respectively, and are used for identification purposes only.

Back-end components

Process Composer is an environment that leverages multiple products across the Automation 360 platform to deliver an Intelligent Automation experience. It provides a drag-and-drop interface that Professional developers can use to create process flows and configure when to execute a bot. Additionally, it displays correct data to users and exchanges data across multiple teams.
Realtor.com
API Task builder and RPA workspace
Guidewire.com (a property and casualty insurance data platform) through an Apigee connector
Bot builder
Document Automation

Scenario walkthrough

The BBB Insurance Co. needed a system that could handle complex workflows that met and delivered on high service level agreements (SLAs).

Procedure

Marcus used Process Composer to create this business process automation and automate the task of generating customer quotes for the BBB Insurance Co.
Natalia is in the middle of purchasing a new home and has been shopping online to compare policy quotes provided by several home insurance companies. As a result of her research, she accessed the BBB Insurance Co’s website and dialed their toll-free number to speak with an agent about getting a homeowner’s policy quote. Natalia contacts Zoe.
As part of her job responsibilities, Zoe is first line support for customers looking for insurance policy quotes. She has just engaged with a potential new customer, Natalia. Zoe accesses Automation Co-Pilot for Business Users through an embedded widget in her Salesforce instance. The widget automates tasks that embed automations built on the Automation 360 platform and connects and authorizes the flow of data between applications and Automation Co-Pilot for Business Users.
Zoe explains the process to Natalia as she asks her questions and collects data to generate a new homeowner policy quote. A bot runs in the background gathering property value data based on Natalia’s location from Realtor.com.
Working in Salesforce (with Automation Co-Pilot for Business Users embedded through the widget), Zoe enters data. API Tasks and the automated process run in the background gathering industry-wide data from Guidewire.com to add to the quote.
In the background, Process Composer uses an RPA bot to generate a PDF file for the quote.
Zoe sends the generated quote (formatted as a PDF file) electronically to her manager Tomas to review and hopefully approve.
Tomas is manager of a team of customer agents and is responsible for drafting budgets, managing resources, and for reviewing and approving any insurance quotes generated by his team. Working in SAP (with Automation Co-Pilot for Business Users embedded in the application), Tomas was just notified of a new policy quote that was submitted by Zoe for review.
Tomas carefully reviews Zoe’s quote and agrees that it would be a good risk for his company to accept. He approves the policy quote. Zoe receives an immediate notification that the policy quote for Natalia has been approved. Simultaneously in the background:
1. An API Task is used to attach the policy quote to a record in Salesforce.
2. Document Automation extracts data from the quote for an email.
3. Generative AI generates a customer-specific email that contains the policy quote information.
After receiving Tomas’ approval for the policy quote, Zoe reviews and edits the generative AI email in Salesforce.
Zoe attaches the policy quote PDF file to the email and sends it to Natalia.
During the phone call with Zoe (within five to six minutes), Natalia receives the completed policy quote as an attachment to an email. She considers using the BBB Insurance Co. to insure her new home.

Scenario summary and benefits

The BBB Insurance Co. will be looking to automate future business processes.

Summary

With access to the Automation Co-Pilot embedded widget, employees (Zoe and Tomas) can run remote or local automations on-demand from any web application. With in-app (Automation Co-Pilot for Business Users) notifications, Zoe and Tomas are alerted to tasks requiring their immediate attention. As a result, the BBB Insurance Co. can automatically generate and deliver on-demand insurance quotes to their customers (Natalia) with real-time and embedded approvals.

Benefits

By implementing Automation Co-Pilot for Business Users and Process Composer on the Automation 360 platform, the BBB Insurance Co. realized the following benefits:


	Time to generate each policy quote decreased by 90% (from 60 mins to 6 mins).
	Zoe can spend her valuable time and effort processing the quote request (including approval) instead of spending a lot of time logging in and out of various applications, trying to contact her manager, writing emails, looking up various industry data points, and so on. By having prompt results and actionable deliverables, Zoe felt empowered with her interaction with Natalia and derived immediate job satisfaction.
	Whether it’s Salesforce, SAP, or other applications, BBB employees never need to leave their home application of choice for their daily activities or for when an immediate action is required leading to greater employee productivity and efficiencies.
	Customer satisfaction has increased for both new and existing customers. Natalia ended her call with Zoe satisfied and confident with the service the BBB Insurance Co. can provide having experienced their competency and customer care first-hand.