Pension Fund Processing Automation
A large pension fund processing 50,000 forms per month relied on manual call centre operations. We automated form processing with conversational AI and RPA — reducing processing time by 70%, errors by 80%, and redeploying 60% of manual FTEs to higher-value work.
Key Outcomes
The Challenge
The fund serviced 2.5 million members with 5,000 employees, processing 50,000 forms per month for new members and changes. One hundred full-time employees in the call centre handled forms manually — a slow, error-prone process that created bottlenecks during peak periods and impeded growth. Error rates were high, form-holder satisfaction was declining, and there was no scalable path to handle increasing volumes.
Our Solution
We designed a two-phase automation programme combining conversational AI with robotic process automation (RPA). An intelligent chatbot handled routine form queries and guided members through submissions, whilst RPA bots validated, classified, and routed forms to the appropriate processing queues. During the pilot phase we achieved 50% reduction in processing time and 60% error reduction; post-pilot, these improved to 70% and 80% respectively, with 60% of manual FTEs redeployed to member-facing advisory roles.
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