Automation-first approach improves customer service

KPMG helped guide a health services company’s intelligent automation journey with strategy, operating model and governance.

A global health services company
Artificial intelligence strategy and center of excellence assistance
  • Client challenge
  • Benefits to client
  • Approach
  • KPMG insights

Client challenge

This health services company has millions of customer relationships and thousands of employees around the world. The company strives to help those it serves feel protected and improve their health.

U.S. health services companies face challenging earnings, regulatory, and competitive pressures with smaller rebates and reimbursements and mergers taking place industry-wide combining insurance companies with retailers and pharmacy benefit managers. Looking to remain competitive, executives saw opportunities in intelligent automation for more efficient and better customer service in call centers and other areas as well as possible synergies to combine processes after future mergers. They wanted help building these capabilities in house.

Benefits to client

The KPMG team assisted this health services company to develop a robotic-to-cognitive intelligent automation strategy, an operating model, and a governance structure to sustain and manage its intelligent automation program. This included an implementation roadmap and a center of excellence team to manage the process.

The team identified a significant number of automation opportunities that could lower costs and improve functional excellence and employee experience. Further, the team used a design thinking-based change management approach to drive behavioral change and instill an automation-first approach.

Results of this work include:

  • Our coaching and training in assessing functions for intelligent automation viability have helped the organization be self-sufficient.
  • Significant cost-saving opportunities were identified across five functional areas. 
  • The synergies identified across the organization and new automation allow the company’s leaders to explore new business models and improve overall employee experience with more opportunities to use analytical skills.


The KPMG team kicked off the engagement with an intense, two-day operational model assessment session in one of our Ignition Centers. While there, we defined how the organization should look in the future, built a business case to use in assessing multiple functions across the enterprise for robotic process automation (RPA), and developed a roadmap to guide the intelligent automation journey.

We also identified opportunities for combining RPA with machine learning and artificial intelligence for higher impact. We used KPMG Cognitive Automation Patterns™ as a framework to help the client’s executives identify business areas where artificial intelligence and cognitive technologies can automate or augment work and designed new knowledge work patterns. 

Completing the engagement, we provided a solution for assessing the health services company’s operations and guiding the company’s intelligent automation strategy. Our team applied the collective KPMG firm knowledge and methodologies to help executives develop a vision, strategy, and implementation roadmap for the company’s longer-term operating and governance model.

The solution included a design thinking-based change management approach that can drive communication across the organization. The approach can also instill behavioral change across teams as the company looks to build an automation-first culture. 

KPMG insights

The KPMG team worked as independent advisers without solution or technology bias. Our long-time relationship with the client provided a foundation for trust.

We combined our deep intelligent automation (RPA through cognitive) and healthcare knowledge and experience to develop an intelligent automation strategy that provided the company with a sustainable, practical roadmap. The KPMG team listened to the client’s needs and responded with assessment tools, templates, and guidelines that enable its team to assess additional functions independently, allowing them to seek assistance only when needed.

KPMG Cognitive Automation Patterns™ helped this client identify business areas where artificial intelligence and cognitive technologies can automate or augment work.