Transforming Industry

21 20 A healthy Teams transition Global manufacturer of personal healthcare products and consumer goods PZ Cussons chose Cognizant Microsoft Business Group for its transition to Teams. The planned move from Skype for Business, which was no longer fit for purpose, was accelerated after the Covid-19 pandemic stepped up the remote working needs of the company. The transition took just five days from concept to delivery and included business change consultancy from Cognizant to enable users to adopt Teams quickly. After Teams was deployed to the entire company, usage increased significantly and positive feedback was received from across the business on how employees could collaborate and communicate more efficiently with each other. “This project has enabled us to keep our determination to grow our business, meanwhile maintaining focus on our key brands, none of which can be done in isolation, so the communication and collaboration Cognizant Microsoft Business Group has brought is essential,” says Jan Hodges, CTO at PZ Cussons. Read the full case study > MANUFACTURING HEALTHCARE Automating insurance benefits Covered California is the largest health exchange in the U.S. and works in close partnership with the California Department of Health Care Services. Serving more than two million state residents and 5,000 insurance agents and enrollment counselors, Covered California plays an important role in the state’s health and dental insurance market. With the help of KPMG, the organization has transformed its application and certification processes, automating previously manual activities. Dealing with spikes in calls during health insurance open enrollment periods was an annual challenge. Covered California asked KPMG to help it reduce the call volume so it could avoid hiring seasonal call center employees while also providing better customer service with extended support hours. The KPMG team used its natural language processing framework to architect and implement a virtual assistant, CiCi, using agile methodology and a cloud-based machine learning and artificial intelligence platform. The data the assistant collected provided insights into usage trends, unanswered questions, and user sentiments during chat interactions. In addition, self-service productivity tool simplified the training of the virtual assistant, which runs on the Microsoft Cortana and Microsoft Cloud platforms and integrates with other back-office platforms like identity, ruled engine, and interactive voice response. Within four months during the 2019 open enrollment period, CiCi achieved lower seasonal call volume for Covered California by responding to more than 111,000 user questions and constantly evolving responses based on its artificial intelligence training. Read the full case study >