Forca realises AI value with automatic documentation

Forca, a leading pension administrator, saw an opportunity to improve their membership operations. Recognising the potential for innovation, they partnered with Implement Consulting Group to explore how AI could streamline this crucial process

Balancing efficiency and quality in documentation

In Forca’s highly regulated environment, accurate and timely documentation after each member call is essential for compliance and service quality. However, the manual process was time-consuming, reducing agent capacity for direct member engagement and potentially leading to inconsistencies. The challenge was to boost efficiency significantly without compromising the high standards of quality and compliance required.

Co-creating an AI-powered documentation assistant

Implement collaborated closely with Forca, including agents and developers, to co-create an AI solution tailored to their needs. Leveraging powerful standard AI services, the system automatically transcribes call recordings and generates comprehensive, structured notes shortly after a call concludes. The solution integrates seamlessly with Forca’s existing systems and was developed with robust security, data privacy, and compliance guardrails from the outset.

The system leverages several advanced technologies, such as ultra-fast GPU-based transcription, complex structured output to ensure quality, consistency, and privacy, as well as smart integrations between legacy systems and modern cloud environments

Enhanced quality and agent satisfaction

The AI-generated notes quickly proved superior, with over 80% of agents preferring them to their manually written counterparts during testing. The AI excelled across all quality dimensions, including accuracy, completeness, clarity, and consistency. Agents appreciated the well-structured output and the AI's ability to produce both detailed summaries for specific needs, such as dispute resolution, and concise overviews for daily use. This freed up more time for interacting with members, making their jobs more satisfying.

Notably, the AI demonstrated a sophisticated ability to handle context-dependent sensitive information appropriately. This meant recording items like health information only when necessary, protecting both members' privacy and ensuring proper documentation at the right time.

Significant efficiency gains and strategic advancement

The implementation yielded substantial operational efficiencies, freeing up approximately 10% of agents' working hours. Out of this total time saved, a 5% workforce reduction was realised through optimised processes, directly contributing to cost savings and improved margins.

Beyond the immediate operational benefits, the project served as a powerful demonstration of AI's potential within Forca. It successfully met leadership's goal of boosting efficiency while not only maintaining but also enhancing quality. This significantly opened minds to future AI applications and fundamentally shifted how the organisation views the strategic value of data and automation.