Celonis

Transcription:


Tolu Ajayi (00:11)

All right. Thank you all for joining us. We're excited to be showcasing how Celonis enables organizations to perform at levels never thought possible. While Celonis is process agnostic and can be applicable to every process, today's demo, however, will focus specifically on how we might apply it to the onboarding and KYC processes to enhance the customer experience while driving greater operational efficiency. Through the demo today, we'll first see how we provide objective visibility to the business. We'll then see how we can dig in to identify inefficiencies that might align within, and then lastly, we'll see how we can take action in real-time to drive measurable improvements through the process. We'll begin with the Process Explorer, where we gain that 100% transparency into exactly how the process runs, and this is all based off of data from the systems you interact with. Gone are the days where we have to sit in rooms for long hours, interviewing people to try to understand how the process runs.

(01:14)

Instead, now, based off of your data as a team executes their day-to-day activity, such as initiating KYC cases, opening new accounts, or updating customer risk profiles, digital trails of activities are left behind in the systems and Celonis captures that event data alongside the timestamp and context to provide this living and breathing digital twin of exactly how your process runs. What we see on the screen right now is the most common path in which this process flows from the requesting of the account through conducting the due diligence all the way through the account being opened. But as we know, processes are rarely ever this linear, and that's exactly where Celonis comes in. By expanding our view, we gain insights into the different ways and the different process variations, really revealing the true complexity behind our processes. While some of these deviations are expected, such as in some cases, having to escalate or enhance due diligence, others such as reassignments or missing steps create avoidable frictions that impact our performance.

(02:25)

Now, beyond this visibility, Celonis also helps us quantify the objective quantification of how they impact the process. For example, in cases where we see reassignments, we can see that this adds an additional two or so days to the process and the throughput time, and that's significant and meaningful when striving to drive a seamless customer experience. Now, so far, we've looked specifically at the KYC process, but when we think about onboarding, we know it goes beyond just the KYC team. It requires multiple interactions across sales, operations, and compliance. And Celonis allows us to integrate these unique processes into one unified view. So let's take, for example, adding the customer object. We can look upstream in the process to understand the interactions early on with the relationship managers, or we could include also the account object where we look downstream and we understand the interactions and the handoffs between the operations team opening the accounts.

(03:30)

This holistic view provides organizations specific insights into where coordination breaks down, where follow-ups are missed, or where documents get stuck, really breaking down the silos that existed prior within these individual business units and providing objective and view and understanding interdependencies. Ultimately, this comprehensive view enables organizations to identify pain points impacting their objectives, such as time to activation or looking to reduce compliance risks or just driving a safer, faster, and smarter customer experience. Now, while this visibility is important, visibility alone is not enough. This granularity allows us to understand not just where it's breaking down, but also why. Now Celonis continuously monitors your end-to-end process flows, and then it also measures the specific quantifications and the specific metrics that you use to govern these processes. Metrics such as the throughput time or the cost per case, or really any other, but beyond just reporting the numbers alone, it also tells us the why beneath them.

(04:46)

Now, without having to dig through the process manually, it automatically and intelligently identifies opportunities impacting the metrics and the goals that we care about. For example, in this case, identifying a reduction in reassignments could be a huge opportunity for us to solve for our throughput time. But beyond that, if we drill in further, it also quantifies that solving for this, we could realize upwards of $3 million in value. This provides us that data-driven business case, which informs organizations on how to prioritize specific inefficiencies. Now, beyond this, it goes even further to identify specific root causes for this opportunity. For example, on this case, identifying preceding activities to reassignment or identifying if this issue is most concentrated to a certain team or a certain analyst, again, providing us that clear data-driven view and insight into what actions we might take. Now, having identified the insights, Celonis is uniquely equipped to inform and drive the actions we put in place, and I would invite Morgan on stage to walk us through how we might do that using our AI and automation capabilities.

Morgan Miller (05:57)

Thank you, Tolu. So now that we've identified and quantified the value, we're able to leverage Celonis as the brain of your organization proactively managing your process with our easy to use, easy to configure AI automation capabilities. What we're going to start with today is the Celonis Annotation Builder. This leverages AI to interpret and reason through your process data, both structured and unstructured in the form of process events as Tolu highlighted or free text fields. By automating part of the review, you're able to reduce the manual work done by your employees and the risk associated with leveraging static business rules. An example of this easy-to-use environment I'll highlight here is the ability to prompt with easy language such as instruction: so assessing the customer's initial risk category, checking for documents, scanning the results, and then using your own decision logic to assign the correct onboarding label.

(06:49)

In this example, this comes out as assessing high-risk onboarding cases and providing AI recommendations based on your own process data. Not only increasing your visibility, but as well as allowing your teams to act faster and with greater confidence. We can then leverage these AI recommendations in our automation capabilities, which are commonly referred to as Action Flows. In this example, we're clearing your process data from Celonis and then leveraging those AI recommendations to route cases to the correct queues. We're orchestrating work between your front office and your back office. This can also be leveraged with third-party agents such as Microsoft Copilot Studio and Amazon Bedrock. Now, finally, we're able to track the impact and value of these solutions to your organization in our AI monitoring cockpit. In this example, you're able to see based on the agent go-live date, a positive impact to key metrics such as throughput time, manual outreach, and additional client outreach. This can also be extended to other AI products you may be leveraging to understand the impact and value to your organization. Finally, to summarize, we've highlighted how you're able to leverage Celonis to understand how the process is performing with what's happening in your process and why, and then finally close any execution gaps by leveraging these AI automation capabilities to capitalize on the hidden value in your organization. Thank you.