Automated Request Intake: Zero-Touch Service Request Processing
When a global insurance carrier faced complete operational disruption during COVID-19, their reliance on physical mail rooms and manual intake brought policy servicing to a standstill. IQZ Systems designed and deployed an automated request intake solution for insurance operations — built on Pega Infinity — that eliminated manual intervention entirely and increased representative productivity by 20%, going from vision to live production in just 8 weeks.
Automated Request Intake Solution Built on Pega Infinity
8W
From Vision to Production
Rapid Delivery Timeline
IQZ Systems engineered a Pega case management framework that fully automates insurance request intake — from email PDFs and faxes to actionable cases, without human intervention. The solution went from scoping to live production in 8 weeks, with three high-volume policy types supported from day one.
Core Capabilities Delivered
Zero-Touch Request Processing
Automated intake captures, classifies, and processes insurance policy servicing requests without human intervention — transforming email PDFs and faxes into actionable Pega cases instantly.
Phased Deployment Strategy
MLP1 supporting three high-volume policy types went live within 12 weeks, with additional policy types deployed in controlled, low-risk increments thereafter.
Measurable Results: What Automated Request Intake Delivers
20%
Productivity Increase
With automated intake handling classification and routing, representatives focus exclusively on complex case resolution - processing more requests in less time.
~0
Manual Intervention
The automated intake process eliminates all physical handling of insurance requests, enabling true remote work capability and uninterrupted business continuity.
99%
Routing Accuracy
Skill-based intelligent routing ensures every request reaches the right representative the first time, dramatically reducing processing delays and escalations.
50%+
CX Improvement
Faster request processing and reduced wait times translate directly into measurable improvements in customer satisfaction scores.
360°
Operational Intelligence
Real-time dashboards give managers instant visibility into case processing volumes, team performance, and bottlenecks — enabling proactive intervention and targeted training.