ACCA Strategic Professional · Strategic Business Leader · Machine learning, AI and robotics
Harbourline Insurance processes thousands of identical claim-registration forms each day. Staff copy data from emails into a legacy claims system following fixed rules, with no judgement required. The COO wants to cut errors quickly without replacing the legacy system. Which technology is most appropriate?
Robotic process automation is most appropriate because the work is repetitive, rule-based and uses structured data. Software bots can copy data through the existing user interface, so the legacy system stays in place and errors fall quickly without costly replacement.
- ARobotic process automation using software bots that mimic user keystrokes on the existing interfaceCorrect
- BA machine learning model that learns to underwrite complex claims
- CA physical humanoid robot placed in the claims office
- DA blockchain ledger to replace the legacy claims system
Explanation
The task is rule-based, repetitive and structured, which is the ideal use of RPA. RPA works at the user-interface layer, so the legacy system need not be replaced. Machine learning is aimed at judgement-based or pattern-learning tasks, which are not needed here.
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