The emails, which included general questions about insurance coverage, filing claims or flexible spending accounts, used to sorted by employees, Mr. Mock said. The firm is looking into developing software robots to read customer surveys and arrange them based on responses. That has the potential to reduce a 45-hour task to just three seconds, Mr. Mock said. To cope with rising demand for software robots within the firm, Mr. Mock has boosted internal training outside of the tech hub, while developing decentralized RPA teams across various business divisions. “What we don’t want to have is technology that has people waiting in line at the IT department and creating a bottleneck,” Mr. Mock said.

Source: Wall Street Journal April 24, 2019 21:17 UTC