Case Study: Alight cuts claims processing from days to hours with Automation Anywhere AI agents

AI agents cut claims processing from days to hours

Alight, a global human capital and benefits services provider, was struggling with slow, manual claims processing across 20 million claims a year, outdated systems, and high customer inquiry volumes. The complexity of receipts and inconsistent rules led to delays, errors, and more than 500,000 calls annually. Alight turned to Automation Anywhere and its Automation Co-Pilot alongside AWS AI services to modernize the process.

Automation Anywhere helped Alight deploy agentic process automation to extract, validate, and route claims data, while enabling human-in-the-loop approvals. The results were significant: processing time fell from three days to less than one, accuracy reached 95%, and call volume dropped by 50%. The solution was deployed in just 8 weeks and greatly improved scalability and service quality.

Alight

Rahul Patet

Senior Director, Automation COE