Case Study: Blue Cross Blue Shield of North Carolina (BCBS NC) achieves $10M in business value with Pegasystems (Pega) Robotics

How BCBS NC drives business value with bots

Blue Cross Blue Shield of North Carolina (BCBS NC) faced rising healthcare costs and needed to scale without raising premiums or adding headcount. The insurer required an enterprise-wide automation capability to increase efficiency for existing employees and improve bottom-line performance.

Working with Pega and Cognizant, BCBS NC adopted an agile Rapid Application Development approach and built a center of excellence in 140 days with governance and customer-driven, IT-enabled processes using NLP, machine learning, and robotics. The program grew to 600 digital assistants and 14 robotic solutions, automated the finance release-of-funds process (uplifting revenue by more than $500,000), saved over 500 manual hours, freed staff for higher-value work, and helped deliver roughly $10M in business value.

BCBSNC

Samantha Bureau-Johnson

Vice President, Business Process Solutions & Project Management Office