CASE STUDIES

SERVICE ORIENTED TECHNOLOGY

CEH: A SIMPLIFIED USER EXPERIENCE

ADP's client engagement hub (CEH) is an architectural framework that ties multiple systems together to optimally engage and service our clients. Our CEH allows personalized, contextual customer engagement, whether through a human, artificial agent, across all business units.

DIGITAL SERVICE TECHNOLOGY TRANSFORMATION

Working in concert with our Client and Associate Engagement Technology (CAET) team, we are actively deploying a common omni-channel platform across 7 unique business units.

LEVERAGING ARTIFICIAL INTELLIGENCE

ROSIE, THE CHATBOT

Rosie is powered by IBM Watson and handles higher volume, lower complexity intents for "How do I?/Where do I?" inquiries. She currently manages 4% of all service related transactions.

IMPLEMENTING NEW CLIENTS WITH ROBOTIC PROCESS AUTOMATION

A completely automated E2E solution leveraging RPA, OCR, and NLP (Blue Prism, Captiva, and IBM Watson) to complete implementation of new clients and/or existing clients adding new products within minutes instead of days.

Kandy F. White

ORGANIZATIONAL PSYCHOLOGIST. DIGITAL OPTIMIST. CATALYST FOR CHANGE.

SERVICE ORIENTED TECHNOLOGY

LEVERAGING ARTIFICIAL INTELLIGENCE