In a recent meeting with executives at a Top Ten insurer, I posed this question: "If you had your wish, which manual process would you pick to automate first?" The reason for my query was to help identify where the biggest pain points were, from which a prioritized automation roadmap might emerge. The answer I received surprised me."We don't have any manual processes."

My immediate reaction was this: What about the tens of thousands of people you employ? What are they all doing if there are no manual processes left here? What about the cost of burdened labor and human error? How could there be no manual processes when every critical back-office operation is named according to the work people do (subrogation, bill payments, provider management, etc.)?

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