E-Mail Management using Robotic Process Automation: Case study A Insurance Company

Abstract

The main objective of this study aims to apply robotic process automation (RPA) in email management an insurance company. The study follows the CRISP model from business understanding to deployment using UiPath StudioX as a tool. The study reveals that the current email systems using UiPath encountered errors due to a lack of understanding of machine learning processes in StudioX. It is necessary to have a deeper understanding of business processes and data. 10 emails with attachments selected in this study. Data preparation involved extraction and classification. Designed a new workflow integrating RPA with existing systems. Created datasets to train Machine Learning models for email classification and data extraction. Test results showed RPA managed emails with 100% accuracy and reduced processing time by 80-90%. For personal data protection under PDPA, the system ensures data security by displaying only the last 4 digits of phone numbers via SMS. This increased trust with customers and partners. User satisfaction evaluation from 10 users showed an overall average satisfaction of 4.75 (excellent) for the automated email management system using robots, and an average satisfaction of 5.0 (excellent) for displaying only the last 4 digits of phone numbers via SMA. It can be concluded that UiPath StudioX improved email management efficiency. For future studies, transitioning from UiPath StudioX to UiPath Studio will help further automate the email data management process.