Hewlett Packard, BT & PwC form tech alliances, plus last chance to enter our survey - PEX News

PEX Network’s weekly news bulletin rounds up the latest in operational excellence, digital transformation, intelligent automation and much more.

In this week's news, beginning June 17th: 

• Wipro launches gen AI solution with Hewlett Packard
• Global sportswear brand On introduces robotics at its warehouses
• PwC UK and Appian streamline insurance processes
• BT Group introduces gen AI solution across organization
• Coforge wins Intelligent Automation prize at Pega Partner Awards
• Final chance to enter PEX Network’s state-of-the-industry survey

Wipro launches gen AI solution with Hewlett Packard

Wipro has announced a strategic collaboration with Hewlett Packard Enterprise (HPE) to launch a new generative AI solution within the new Customer Experience Center (CEC) at Wipro Cloud Studio’s Kodathi office.

The solution will leverage Wipro's Smart Operations platform and HPE’s Machine Learning Development Environment to enhance operational efficiency and customer experience.

Its capabilities include reducing Mean Time to Resolution (MTTR) duration for generative AI applications by 50 percent, and decreasing the inflow of incidents by 30 percent. The solution will also provide clients with the flexibility to select from a diverse range of Large Language Models (LLMs), depending on their business needs.

In a joint press release, the companies stated that the partnership will benefit industries heavily reliant on customer service, IT support, and operations such as financial services, healthcare, and manufacturing sectors.

Global sportswear brand On introduces robotics at its warehouses

Swedish sportswear brand On is partnering with AI and robotics firm Verity to transform its warehouse operations with the aim of optimizing its inventory management and improving supply chain efficiency.

The collaboration will see On leverage fleets of fully autonomous drones in its warehouses. These will enable full visibility of On’s items through smart, real-time inventory tracking, minimizing stockouts, misplacements, and shrinkage across the supply chain.

Verity’s autonomous drones are already operational at one of the company’s US facilities, scanning products on a daily basis and ensuring full availability of stock for customer fulfilment.

“We are excited to partner with Verity to transform our supply chain operations,” said Caspar Coppetti, co-founder and executive co-chairman at On. “Verity is a pioneering brand in the field of AI and robotics, and a perfect fit with On’s values of harnessing innovation for the benefit of the customer experience. By leveraging innovative technological solutions, we aim to improve our operations’ efficiency further, become a more sustainable brand, and take customer satisfaction to new heights.”

Appian and PwC UK streamline insurance processes

Automation software company Appian is joining forces with PwC UK to bring process improvement and optimization to the insurance industry. Through the new partnership, PwC will deliver services that streamline processes, improve customer experiences, and enhance operational efficiency for insurance companies via Appian’s platform.

PwC supports more than 4,000 insurance clients globally, operating in a sector plagued by multiple legacy platforms and complex, heavily regulated processes. "Our alliance with Appian represents a significant step in our mission to support insurers to be more agile, innovative, and competitive in today's dynamic and global market," commented Michael Cook, insurance consulting partner at PwC UK. "By combining our industry knowledge with Appian's technology, we can deliver innovative solutions and outcomes that address the challenges faced by our clients in the insurance industry."

The two firms have already successfully improved customer service with an integrated solution built on the Appian Platform to handle claims. This implementation involved workflow automation, claims handling and document management. The team migrated claims from the previous legacy platform to Appian, while also training 65 claim handlers in just eight weeks. Their efforts led to a 30 percent uptick in claims handling efficiency, and the case study was a finalist in the 2023 Management Consultancies Association (MCA) Awards.

BT Group introduces gen AI solution across organization

BT Group has signed a multi-year agreement with ServiceNow to use the company’s Now Assist for Telecom Service Management (TSM) solution across all BT Group units.

The solution leverages NVIDIA’s AI to support customer service teams in summarizing customer conversations, case activities and work notes.

In a pilot roll out to 300 agents, use of Now Assist reduced the time it takes agents to generate case activity summaries by 55 percent, and created a better agent handoff experience by reducing the time it takes to review complex case notes, also by 55 percent.

The agreement continues the partnership between the two companies that successfully consolidated legacy service management platforms for BT Group’s Digital unit onto the single ServiceNow platform in 2022.

“Reimagining how we deliver service management requires a platform first approach, building stronger foundations for us to do things faster and smarter,” said Hena Jalil, managing director, business CIO at BT Group. “Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey. In short, it is further evidence to customers that we’ve got their back.”

Coforge wins Intelligent Automation prize at Pega Partner Awards

Digital solutions provider Coforge has won the Intelligent Automation award from Pegasystems for its work in demonstrating exceptional capabilities in delivering end-to-end automation solutions for the leading American insurance company.

Coforge’s automation solutions helped Pega to optimize business processes, enhance customer experiences, and drive operational efficiency to support clients in achieving significant business outcomes.

The Pega Partner Awards celebrate organizations that empower Pega customers by offering innovative solutions that enhance customer agility and drive competitive advantage. Coforge has been a Pega Partner for the last 14 years.

The Coforge leadership team received the trophy at the Partner Excellence Awards during PegaWorld iNspire in Las Vegas earlier this month.

“We are honored to receive this prestigious Intelligent Automation award at the Pega Partner Award from Pegasystems,” said John Speight, chief customer success officer at Coforge. “By leveraging Pega’s industry-leading platform and frameworks alongside Coforge’s deep domain expertise and proven transformation capabilities, we empower our clients to achieve significant improvements in IT and business agility. Our partnership with Pega exemplifies a commitment to innovation, responsible AI, and ethical practices, ensuring our advancements benefit the societies we serve.”

Final chance to enter PEX Network’s state-of-the-industry survey

Operational excellence and business transformation professionals are invited to enter PEX Network’s annual survey before it closes at the end of June. The survey investigates the methodologies, tools and challenges shaping the process excellence industry and what to expect in 2025.

Completing the survey will help inform fellow process excellence experts about the latest trends and challenges facing the profession.

Participants who complete it will enter a prize draw and can be featured as a thought leader on the PEX Network.

Respondents will receive exclusive access to download the annual state-of-the-industry report published in August 2024 and read by more than 1,000 operational excellence and business transformation experts from across the world.

Find out more and take part in the research here.

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