CASE STUDY
Marais Neethling,
Synthesis AI
Evangelist
I AM NOT SURPRISED BY HOW
SUCCESSFUL THE SOLUTION HAS
BEEN BECAUSE I SLEPT, ATE AND
DRANK THIS DREAM AND WAS
CONFIDENT THAT THIS PROBLEM
COULD BE CRACKED.
This was a simple yet powerful solution
that the users started using and got
immediate benefit. This assisted in change
management as well. At a later stage, we
used an AI model to make sense of the
emails and attachments and took the
human element out of the value chain.”
Bandyopadhyay. “During a peak, the
machine can handle the volume of requests
and now nothing hinders us from responding
to client needs. This will greatly improve
client experience and will support our
commitment to serving clients.
The new system has significantly reduced
email processing time, on average from 720
seconds to 28 seconds. “I am not surprised by how successful the
solution has been because I slept, ate and
drank this dream and was confident that this
problem could be cracked. However, I was
surprised to see the success rate from day
one we went to production.
“Clients’ experience will change immensely
because now we can work on whatever
our clients request immediately,” said “Internally, there has been a very positive
response. This solution is now showcased
within the group and there are many
Results
52
INTELLIGENTCIO
interested parties that would like to use such
a solution in this business.”
In turn, Synthesis thinks Nedbank Insurance
deserves recognition for its persistence.
“This is what it takes to pioneer
advancements,” said Marais Neethling,
Synthesis AI Evangelist.
“It will be great to support Nedbank
Insurance as it continues its transformation
journey and client satisfaction drive.
“We have significant experience in using
emerging technologies to help organisations
transform, but we’ve found there’s
www.intelligentcio.com