A leading insurance company approached IBA Group. Their company offers many types of risk protection, including medical, auto, cargo, mortgage/homeowner’s insurance, and property protection coverage. The Europe-based insurer was hoping to optimize its processing of client requests.

We helped them find a solution that would streamline their procedures  and automate client request processing, reduce their error rate, and cut down on client request processing time. 

Our solution used Camunda platform and EasyRPA to optimize client request processing, significantly reducing the error rates and processing times.

CLIENT

A leading insurance company that offers a plethora of services, including medical, car, cargo, mortgage, and property protection insurance

INDUSTRY

Insurance

LOCATION

Europe (DACH region)

Goal

Develop and implement a client request processing solution aimed to streamline and automate client request processing, enhancing its efficiency and accuracy, thereby strengthening the company’s competitive position in the insurance market.

Background

The insurance company was grappling with inefficient client request processing that averaged 7-8 hours and was often riddled with manual data entry errors. Data discrepancies led to inaccuracies in customer information and the subsequent provision of erroneous insurance offers. In a market saturated with competition, this posed significant challenges, deterring potential clients.

Challenges

• Long processing time for client requests
• Frequent data entry errors leading to incorrect insurance offers
• Loss of potential clients, weakening the company’s market position

Key Objectives

• Streamline and automate client request processing
• Minimize manual intervention
• Ensure data accuracy

Project Team

• Delivery Manager
• Camunda Consultant
• Business Analyst
• Camunda/Java Developer
• AI Developer
• Data Analyst
• QA Engineer

Project Duration

Three months

Solution: Project Stages and Implementation

Like many of our projects, we took the discovery and implementation process through several steps to ensure that IBA Group and the insurance company were on the same page.

Initial Analysis: IBA Group conducted a detailed review of the existing business processes at the insurance company so we could fully understand the functionality.

Bottleneck Identification: In a follow-up to the initial analysis, IBA Group identified the weak points in the processes and systems that were causing the slowdowns and delays in the client request processing.

Core Issues Analysis: The project team also analyzed the issues that arose from manual data entry errors and led to the issuance of unattractive offers to clients.

Technical Solution Selection: The project team based on the identified bottlenecks and re-issuance concerns selected  Camunda to orchestrate all process activities and RPA to substitute manual tasks.  

Automation using  EasyRPA with AI module: 3 robots were implemented that has significantly expedited and enhanced the customer request processing procedure. They automatically processed the data, recognized, classified and generated the necessary documents in the system.

Process automation using Camunda: the team has created a new process using Camunda which orchestrates the work between humans, robots and other customer systems in an efficient way. 

Integration with CRM: Camunda automatically transfers client data to CRM, where the new client is created or client data is verified. This has significantly reduced the risk of errors.

Integration with other client systems: Camunda calls existing quotes calculation module and module to create client documents. This reduced the client documents preparation and excluded human intervention.

Approval and notification steps: Camunda creates tasks for the managers in the tasklist for final  quota approval and sends notification to the client about the decision on quota of insurance upon final approval.

Training and Demonstration: IBA Group conducted a workshop for the company following the implementation with a demo of the new application.

Solution Highlights

Ultimately, the solution met the needs of the client and was a successful choice. There were several highlights within the solution that IBA Group implemented: 

Process automation with Camunda: Camunda allows process automation and different tasks orchestration reducing quotes preparation time and the level of the human intervention.

Integration: Wide range of Camunda connectors and APIs facilitate seamless integration between different systems. As a result, client data was synchronized with the CRM system, and EasyRPA robots are incorporated into the process without need of human intervention.

EasyRPA Automation: Incorporating three robotic processes improved and accelerated the client request processing mechanism. The deployed robots  using the AI module streamlined data processing with automatic data recognition, classification, and document generation capabilities.

Process Conclusion: The entire process is complete once all stages are successfully executed and the client is duly informed about the outcome.

Benefits for the Customer

The solution presented several outstanding benefits for the insurance company, which they were able to experience right away. 

• Faster application processing
• Personalized and appealing insurance quotes for customers
• Streamlined process with fewer forms to fill out and a hassle-free user experience

Results & Metrics

The measurable results of the project implementation speak for themselves. The Insurance company was extremely satisfied with the results, which included:

• The average processing time for an insurance application was slashed from several hours to just 20-30 minutes

• The implementation led to a 12% increase in signed insurance policies

• A whopping 87% of documents are now accurately recognized and classified

• The error rate plummeted by 80% because of automated data transfer

By focusing our solution on customer-centricity and integrating state-of-the-art technologies like Camunda and RPA, we were able to boost the profile of the insurance company. The company is now positioned as a premier choice in the market, with a reputation for providing swift and accurate service.

Lessons Learned in this Project

One of the best parts of any successful implementation is the ability to learn. We can often use similar solutions to assist customers in the future. Based on IBA Group’s research and experience from this project, we offer the following conclusions and recommendations for clients encountering comparable challenges.

Focus on Customer-Centric Solutions: Today’s clients value their time. Companies must immerse themselves in the customer’s perspective and ensure they provide services tailored to the needs of their target audience.

Quick Response to Inquiries: Clients expect speed and responsiveness. Potential customers want prompt answers to their questions. Aim to reduce waiting and processing times to meet clients’ desire for immediate feedback.

Business Process Automation: Leverage contemporary IT solutions and tools to automate business processes. Platforms like Camunda notably improve request processing efficiency and minimize errors.

Integration with EasyRPA: Robotic Process Automation (RPA) can dramatically lessen manual tasks and boost data processing precision. Think about weaving EasyRPA into your operational processes—how can automation help streamline your procedures?

Stay Up with the Latest Technologies: The service market is intensely competitive. Firms that keep pace with evolving trends and harness cutting-edge technologies position themselves at the forefront. Prioritize innovation to hold onto your market edge. 

Staff Training: Ensure your team has the training, skills, and knowledge to navigate modern tech and automation systems.

Monitor Feedback: Regularly collecting client and staff feedback is crucial for refining business processes and tools.

In today’s dynamic insurance landscape, the emphasis is on swift, tailored services and integrating the latest technological advancements. To keep pace and stay competitive, it’s essential to prioritize customer-centric solutions, embrace automation, and continuously update staff skills and company systems. 

At IBA Group, we have successfully navigated these challenges and are ready to guide you through your next transformation. Let’s work together to shape a future that benefits both your business and your clients. 

CLIENT

Large-scale European IT company

GOAL

Optimize the employee onboarding process, enhancing efficiency and employee satisfaction.

BACKGROUND

The client faced onboarding challenges heightened by the COVID-19 pandemic. They needed an efficient remote solution to integrate new hires effectively.

Challenges

• Difficulties in implementing business processes that required physical presence of employees during the COVID-19 pandemic
• Need to transform business processes maintaining the compliance standards

Project Team

• Delivery Manager
• Camunda Expert/Consultant
• Business Analyst
• Camunda/Java lead Developer
• AI Developer
• Data Analyst

Project Duration

Four months

Implementation Stages

• Process Analysis: Identified automation areas in the current onboarding process
• Automation Identification: Pinpointed key components for automation
• Pandemic Impact Assessment: Analyzed COVID-19 challenges affecting HR interactions
• Technical Solution Selection: Chose Camunda for workflow, EasyRPA for automation, and AI for document handling
• New Process Design: Developed a coordinated onboarding process with Camunda
• EasyRPA Implementation: Automated profile and document processing
• HR System Integration: Ensured data accuracy and minimized errors
• Task Automation: Streamlined HR and employee tasks
• Notification System: Set up process stage alerts for stakeholders

Benefits for the Customer

• Streamlined onboarding
• Enhanced reputation
• Improved employee satisfaction
• Increased efficiency

Results

• Reduced onboarding time from several days to just 4 hours
• Higher Employee Net Promoter Score (eNPS): 8% increase
• High process accuracy: 67% reduction in error-caused document reruns
• Improved document recognition: 85% accuracy rate
• Enhanced company reputation through rapid adaptation and workflow improvement

Lessons Learned

• Embrace adaptability and rapid change management
• Leverage advanced automation technologies and solutions to increase quality and minimize errors
• Monitor ongoing feedback to refine processes
• Provide employee training for tech proficiency and seamless integration into business processes
• Ensure that every change you implement improves customer experience and enhances employee satisfaction

Author: Ivan Shyshkou

Introduction

In an era where digital transactions and communications form the backbone of most businesses, the threat landscape has become increasingly sophisticated, posing significant challenges to both cloud and on-premises environments. A 2023 report by Statista highlights the pervasiveness of such threats, revealing that phishing attacks continue to be the most common form of security breach, as it affects 74 percent of companies in their on-premises operations. Furthermore, the data shows a notable prevalence of user account compromise in the cloud, with 27 percent of respondents encountering such issues, slightly lower than the 31 percent facing similar threats in their office networks.

Cyber Threats Businesses Face Today

The evolution of cyber threats has been marked by the increased personalization of phishing scams. Personalized scams leverage artificial intelligence (AI) to craft highly convincing fake messages. This represents a significant shift from the generic, easily spotted phishing attempts of the past.

Ransomware attacks, known for their disruptive potential, have also advanced, employing more complex encryption methods that target not just the information technology infrastructure but also operational technology (OT) environments, thus broadening their impact.

Another rising threat is supply chain attacks, where attackers exploit vulnerabilities in the interconnected web of third-party vendors and software, a reflection of the increasingly complex ecosystems in which businesses operate..

New Threats

Among the newest fronts in the cyber threat landscape are AI-powered attacks. Cybercriminals are now using AI to automate the creation of attacks, significantly enhancing the speed and adaptiveness of threats. This development, alongside the use of deepfakes and AI-generated content for impersonation and fraud, introduces unique challenges in authenticating identities and information.

The advent of quantum computing also looms as a potential future threat, with its capability to break traditional encryption methods, prompting businesses to explore quantum-resistant encryption techniques.

Moreover, the increasing adoption of blockchain technology and smart contracts has opened new avenues for exploitation, with vulnerabilities potentially leading to the theft of cryptocurrencies or manipulation of decentralized applications (dApps).

Impact of Cyber Attacks on Businesses and Customers

The repercussions of cyberattacks extend far beyond immediate financial losses and operational disruptions. They can inflict lasting damage on a company’s reputation, eroding the trust and confidence of customers and business partners. This is particularly concerning in instances where breaches result in the theft of personal data, raising the specter of identity theft, financial fraud, or the sale of sensitive information on the dark web.

A notable instance in 2023 involved the U.K.’s Royal Mail, which faced a ransomware attack leading to the encryption of crucial files and a six-week halt in international shipments. Despite refusing to pay the demanded $80 million ransom and subsequent lower demands, the incident cost over $12 million in remediation work and security improvements.

Data Protection Strategies for Companies

In response to these challenges, it is advisable that companies adopt a multifaceted approach to cybersecurity. Implementing Multi-Factor Authentication (MFA), conducting regular security audits and penetration testing, and fostering employee awareness about phishing and social engineering attacks are fundamental steps. Additionally, regular data backups and the adoption of a Zero Trust architecture, which assumes no entity within or outside the network is trusted by default, can further bolster defenses. Keeping abreast of the advanced technologies and implementing the latest security patches is also crucial.

The development of a comprehensive cybersecurity plan is essential for businesses to navigate the threat landscape effectively. Such a plan should encompass a multi-layered approach, including risk assessment, security policy formulation, technical controls, continuous monitoring, and employee education. Regular reviews and updates are necessary to ensure the plan remains relevant in the face of evolving threats.

Business Sectors Most Susceptible to Cyber Threats

Certain business sectors are particularly vulnerable to cyber threats due to the valuable data they hold or the critical services they provide. The healthcare sector is a prime target because of the sensitive personal health information (PHI) it manages, which can include everything from patient medical records to billing information. Financial services firms are also at high risk, as they are targeted for both direct financial gain and the sensitive customer data they possess, including account details and transaction histories. Retail and e-commerce businesses, with their rich sources of payment and personal data, are attractive targets for cybercriminals looking to commit fraud or identity theft. Meanwhile, the manufacturing sector and critical infrastructure are increasingly subjected to espionage, sabotage, or ransomware attacks aimed at disrupting supply chains and causing significant operational damage.

These sectors’ attractiveness to cybercriminals underscores the pressing need for robust cybersecurity measures to protect against potential breaches and attacks.

New Cybersecurity Trends & Impact on Business

Increased Use of AI and Machine Learning. Businesses are increasingly leveraging AI and ML for both defensive strategies and prediction of potential cyber threats. However, this technological advancement also means that attackers are utilizing AI to craft more sophisticated attacks, presenting a continuous arms race in cybersecurity capabilities.

Regulatory Evolution in AI and ML. The landscape of cybersecurity regulation is evolving, with significant legislative actions in the EU and executive orders in the U.S. focusing on establishing ethical frameworks for AI and ML use. These regulations aim at transparency, public welfare, and ensuring that AI development aligns with the public interest, setting a precedent for global AI governance trends.

Rising Complexity of Ransomware. Ransomware attacks are anticipated to grow in sophistication, with cybercriminals targeting cloud environments and backup data stores to maximize their extortion efforts. This shift is largely due to the increased digitization of business operations and the storage of sensitive data in the cloud.

Sophisticated Attack Techniques. Cybercriminals are employing advanced techniques to evade traditional security measures, including polymorphic malware and advanced persistent threats (APTs). These methods allow malicious software to change its code to avoid detection and remain hidden within networks for extended periods.

Targeted Ransomware Attacks. Moving away from indiscriminate attacks, there is a noticeable trend towards targeted ransomware attacks. Cybercriminals are focusing on specific industries, organizations, or countries, using ransomware tailored to exploit particular vulnerabilities. This strategy enables attackers to demand higher ransoms from entities with critical infrastructure or sensitive data.

Integration of Ransomware with Other Threats. Ransomware attacks are becoming more complex by integrating with other cyber threats, such as through sophisticated phishing campaigns or as a secondary phase following an initial breach by different malware. This multifaceted approach significantly complicates the detection and mitigation of attacks.

Adoption of Privacy-Enhancing Computation Technologies. In response to growing data privacy concerns, the adoption of Privacy-Enhancing Computation (PEC) technologies has become crucial. These technologies protect data during processing, enabling businesses to analyze and utilize data without exposing sensitive information, a key strategy in today’s data-driven world.

Stringent Data Protection Regulations. Data protection laws are becoming increasingly stringent, requiring businesses to adopt more transparent and secure data handling practices. Privacy by design and by default are becoming regulatory mandates, pushing organizations towards technologies that minimize personal data use while preserving functionality.

Sector-Specific Cybersecurity Standards. Governments are recognizing the unique vulnerabilities and threats faced by critical infrastructure sectors, such as finance, healthcare, energy, and telecommunications. In response, sector-specific cybersecurity standards are being implemented, mandating robust security measures, regular assessments, and incident reporting to bolster defenses against cyber threats.

These trends underscore the dynamic nature of the cybersecurity landscape, highlighting the need for businesses to remain vigilant, adaptable, and proactive in their security strategies. With this in mind, they will be able to navigate the challenges ahead effectively.

Author: Sergei Zhmako

The reality of today’s world is that if your business wants to stay competitive and relevant, it needs to embrace digital technology. Digital transformation is happening, fundamentally changing how businesses perform and deliver value to customers. Transformative technologies like artificial intelligence (AI), cloud computing, and the Internet of Things (IoT), are rewriting the rules and setting a high bar.

These technologies are not just tools but your allies in making your business processes efficient, personalizing customer experiences, and automating decision-making processes. With unprecedented levels of real-time data collection and analysis, you can make everything more personal, effective, and transformative. Here’s how to harness this power and help your company not just survive but thrive in the changing landscape.

The Scope of Digital Transformation

What does digital transformation mean? It encompasses the comprehensive integration of digital technology into nearly all business areas. It reshapes how organizations operate and how they engage with customers. It means delivering products and services in record time.

The use of advanced technology, such as AI, data analytics, and RPA (robotic process automation), streamlines your business processes. These tools automate rote tasks and optimize supply chains. They enable you to make decisions with real-time, in-depth, organized data.

As every business leader knows, the smoother your business processes are, the better your efficiency and resource management. Automating business processes can help reduce costs and save time. In a Salesforce study, 73% of IT leaders estimated automation saved time by 50% and reduced overall costs between 10 and 50%.

It’s not just about savings in business processes, though; it’s about providing a better customer experience. Digital technologies like IoT and personalized AI recommendations offer customers engaging, tailored experiences. These experiences and interactions improve satisfaction and build deep loyalty. Never before has data been so easy to collect and analyze for personalization.

A corporate culture that embraces digital transformation also encourages innovation, flexibility, and forward-thinking. A company’s culture must prioritize learning and development to thrive in the evolving landscape. Change should be embraced, and employees should think creatively about how digital tools can enhance their work, making their jobs better, less stressful, and more enjoyable.

Embracing digital transformation in your business means helping your team recognize that intelligent automation tools can help them become more successful. These tools don’t threaten to replace your employees’ innovation and creativity but rather free them up, so they have more time for the “good stuff.”

The Strategic Importance of Digital Transformation

Through the adoption of new technologies, you can propel your business beyond your competition. When operations improve, greater value is delivered. At the core, digital transformation fosters innovation, efficiency, and customer satisfaction. The results? A sustained competitive advantage.

• Innovation & Efficiency: Technologies like cloud computing offer a scalable infrastructure that allows you to experiment and ultimately deploy new services. Automation and AI remove repetitive processes from employees, allowing them to be more creative and strategic.
• Customer Satisfaction: Customers and clients expect personalization. In an Infosys consumer survey, 86% of respondents reported that personalization impacts what they purchase. Companies that leverage technology to provide real-time customer support and more personalized experiences are rewarded with happier, more satisfied clientele.
• Data & Analytics: Data doesn’t lie. The most significant aspect of digital transformation is how it allows companies to collect, analyze, and store vast amounts of data. Everything from behavior patterns to market trends will enable businesses to make stronger, data-driven predictive decisions. The data can help pinpoint new market opportunities and anticipate needs to keep you a step ahead of the competition.

Step-by-Step Transformation

If digital transformation’s benefits sound pretty appealing, you’re probably wondering, “How do we get there?”

Digital transformation of your business isn’t a radical overnight switch. Like all decisions, it’s crucial to take a deliberate, researched, and phased approach that aligns with your long-term strategic goals.

Where to start? Typically, the best place to look is the areas of your processes where digital technology would offer an immediate impact. Where are the repeated tasks? What are the arduous parts of your employee’s roles?

Begin with a thorough assessment of your business. Look at where you stand now and your five-year plan. The decision of what to digitize first should be driven by factors like the potential ROI, improvements to operational efficiency, customer expectations, and your capacity and infrastructure to support new technologies.

Often, it’s best to start small. For many companies, a good starting point is digitizing customer interactions. This might mean launching an e-commerce platform, developing a mobile app, or deploying chatbots in your customer service.

Another area of focus, especially for businesses in the manufacturing sector, is the automation of back-end processes. Consider the merits of implementing an ERP system or adopting automated inventory management solutions. These digital tools can help minimize errors, reduce ordering costs, and improve efficiency. They also help provide a foundation for more advanced initiatives such as predictive maintenance and smart machining with IoT.

By starting on small, “quick win” areas you can start to cultivate the critical digital culture in your organization. You’ll upskill your workforce and set the foundation for more complex digital transformation efforts in the future.

The Role of Strategic Expertise

In any business sector, from finance to manufacturing to retail, digital transformation is a complex, multifaceted journey. It will change your business processes, how you interact with customers, and your company culture. You should not make this move without expert guidance.

There are a broad range of digital tools available. Strategic experts know that there is no one-size-fits-all strategy. Each undertaking must be tailored to meet your company’s specific needs, stakeholders, customers, and community.

Even a step as simple as selecting the best technology and vendor to align with your digital strategies can be a huge undertaking. A strategic expert will bring their experience to the table, along with a solid grasp of technology trends, the latest advancements, and industry-specific technology solutions. They will help your company avoid some of the pitfalls and risks of leaping before you look.

The benefit of engaging with strategic experts is that they can support your internal team. Your IT team likely holds strong expertise in your company and even your industry, but they may lack a larger view of how the latest digital tech is transforming the market landscape as a whole. Consultants can offer a fresh perspective and cross-industry knowledge that may guide you to innovative solutions.

Strategic experts can help you accelerate the digital transformation process with best practices to avoid common mistakes. They can also be vital to empowering and even upskilling your internal team, helping them build their capabilities for sustained digital transformation efforts.

Common Challenges in Digital Innovation and How to Overcome Them

Transforming the digital infrastructure of your business is essential for progression and competitiveness in nearly every industry…but it’s not without growing pains. When business leaders move toward digital transformation, they often meet with some internal resistance. Here are a few of the most common obstacles:

• Resistance to Change: Many people resist change, especially when it comes to their livelihoods. They may worry about job security, fear the unknown, or simply feel comfortable with the status quo.
• Technical Debt: Is your technology infrastructure robust and up to date enough to integrate with new digital solutions? If legacy systems aren’t up to par, you have technical debt, which may require a significant resource investment to resolve.
• Skills Gaps: Advanced digital technologies require human expertise, and as you implement these innovations, you may find gaps in your workforce’s skills.

Fortunately, none of these challenges are insurmountable. It’s well worth the effort to plan for and address the challenges of digital transformation early on. Start shifting your approach today for more success down the road. Here are some strategies to help you address the issues that often arise during digital transformation:

• Implement Change Management: Change management is a dressed-up term for helping employees cope with changes in the workplace. Clear communication is almost always the answer to alleviating change anxiety in your organization. That means being transparent about the benefits and goals of digital transformation and what it means for individuals. How will digital changes offer benefits that can motivate and align staff?
• Including Employees in Planning: Involve your team from all levels in the planning and implementation of digital tools. Employees on the “frontlines” can often anticipate concerns that may be overlooked by leadership. The added benefit is that employees involved in decision-making have more buy-in and are more likely to advocate for the change.
• Establishing a Continuous Learning Environment: Shift your company culture to embrace continuous learning and professional development. Training and upskilling help fill skill gaps and recruitment challenges. Look for ways to equip your existing employees with the tools to transform their skills (and confidence) with your company’s technology.
• Using Pilot Programs and Phased Rollouts: Almost all changes are smoother when rolled out in a controlled, measurable way. By starting with a pilot project, you can target a specific process or area of your business to see how digital change works. Red team and test security, implement feedback and adjust as you go, to continue building momentum.
• Recognition and Rewards: Everyone appreciates recognition. Implementing reward systems for teams and acknowledging their efforts can help build enthusiasm and support for your digital initiatives. Change takes work and effort—show your team that you see their hard work and appreciate it.

Looking Ahead: The Future of Digital Transformation

So, where is the new digital frontier taking us? As technology and markets continue their accelerated evolution, it’s hard to predict how quickly the landscape will change, but it is undoubtedly changing. Companies must be flexible, adaptable, informed, and ready to shift with market conditions to thrive in a dynamic environment.

Digital transformation isn’t a one-time project or update. It’s an ongoing process of improvement, adaptation, and discovery. New technologies emerge, consumer needs change, and companies must assess and integrate innovations in their operations to stay ahead.

Some ways to stay flexible in a changing digital landscape include:

• Adopting Scalable Solutions: Look for scalable and modular technologies so you can expand and modify your capabilities without extensive (and expensive) overhauls.
• Using Agile Methodologies: Agile practices across your company will help promote a culture of quick responses and continuous improvement.
• Reviewing Strategy Frequently: As the landscape changes, your roadmap must adapt. Regularly review your digital strategy, technology stack, and workflows to ensure they align with your goals as well as shifting market dynamics.
• Embracing Feedback: Establish robust feedback loops from customers, employees, and market experts. Listen to the feedback and incorporate it into your plans as you pursue opportunities to innovate.
• Investing in R&D: Research and development have long helped companies stay ahead, and it’s no different in today’s more digital world. Leadership should review research, test, explore new tools, and expand their horizons.

Digital transformation is a requirement for most of today’s businesses that want to stay competitive. The market is fast-paced, innovative, and technology-driven. Start with a clear understanding of the way that strategic integration of some of these tools can benefit your company’s unique needs.

Address internal resistance through effective change management and upskill employees with a culture of continuous learning and professional development. By maintaining a flexible approach and fostering an environment that embraces innovation and agility, you’ll find the right steps to forge ahead with success.

If you’re wondering which technology tools and transformations would fit your business effectively, reach out. We offer an array of technological solutions and innovations to help your company maintain a competitive edge.

Author: Ivan Shyshkou

Introduction

Artificial Intelligence (AI)  is a groundbreaking technology that has become integral in various fields. It enables us to offer innovative solutions in software development, decision-making, and other business areas. However, AI use can also bring security risks. In the article, we are analyzing these risks, and their impact on businesses and people who use AI. We will also show how companies can protect themselves from these risks, and keep their AI systems safe and secure.

AI Vulnerabilities and Threat Landscape

The use of AI in different areas has revealed new ways for attacks and weaknesses in the apps and systems where it is used. These weaknesses are real and can damage trust, dependability, and operation of AI systems, affecting both companies and individual users.

Here are some common examples of AI attacks:

1. Input Attacks. These attacks manipulate the content fed into the AI system, altering its output to serve the attacker’s objectives. As AI systems operate by receiving inputs, performing calculations, and returning outputs, tweaking the input can lead to disastrous consequences. Imagine the aftermath of altering a physical stop sign to a green light. What would happen to a self-driving car?
2. Poisoning Attacks. These corrupt the data that train an AI system, causing it to misinterpret information and act erroneously. Such attacks take advantage of AI’s primary sustenance, namely data. Spoil the data, and you spoil the AI system.
3. Risk of AI Theft. AI models may be stolen through various means, including network attacks, exploitation of existing vulnerabilities, and deceptive strategies. Various attackers, from hackers to corporate spies, can carry out such illicit activities. Once they access AI models, they can modify and use them for harmful purposes, hence increasing the overall social risks associated with AI.

In addition, it is crucial not to overlook the security testing of web applications that either operate with proprietary AI or utilize third party APIs. In our testing practice, we discovered vulnerabilities in such applications. To be more exact, there was a case when a client’s application utilized OpenAI, a third party AI, to generate responses. We managed to bypass the limit of free generations. This allowed us to perform numerous generations every second. As a result, the client incurred service payment costs. 

In another case, one could view other users’ conversations with AI and the results of their requests by cycling through chat IDs. Therefore, it is imperative to conduct regular security testing of web applications, as well as use DevSecOps solutions working with AI to prevent such vulnerabilities and potential financial losses.

OWASP Machine Learning Security Top Ten List

Considering the topic, it is essential to mention the OWASP Machine Learning Security Top Ten list. The latest OWASP Machine Learning Security Top Ten list, an initiative by the nonprofit OWASP (The Open Web Application Security Project), serves as a valuable resource for developers in the realm of machine learning security. This list delineates the top ten security issues prevalent in machine learning systems. Its primary aim is to provide an overview of these critical security concerns, offering insights into vulnerabilities, their potential impacts, and recommended preventive measures. This essential guide assists in understanding and addressing security challenges in machine learning systems, aligning with the general threat models discussed in our article.

For more detailed information, please refer to OWASP Machine Learning Security Top 10.

Here is the top five from the list:

1. Input Manipulation Attack (ML01:2023): This attack type involves the intentional modification of input data with the aim of deceiving models. It leads to incorrect classifications and potentially allows attackers to bypass security measures or inflict damage to the system.
2. Data Poisoning Attack (ML02:2023): In these attacks, assailants manipulate training data to provoke models into exhibiting undesirable behavior that causes the model to generate incorrect predictions and make false decisions leading to serious repercussions, including the compromise of sensitive information and system integrity.
3. Model Inversion Attack (ML03:2023): This attack involves attackers gaining insights into the training data used by the model, potentially revealing sensitive information on the dataset, thus posing a significant risk to user privacy and data security.
4. Membership Inference Attack (ML04:2023): In this attack, a hacker manipulates the training data of a model to expose sensitive information. For example, a malicious actor can train a model on a dataset of financial records and use it to find out whether a specific individual’s record is included in the training data. This allows the hacker to infer sensitive financial information. The attacker can gain insights into financial data, resulting in a loss of confidentiality, and potential legal and reputational damage.
5. Model Stealing Attack (ML05:2023): This attack type occurs when an attacker, say a competitor, gains access to the model’s parameters to steal it. For instance, attackers might reverse engineer a company’s valuable machine learning model to recreate and use it for their own purposes, causing significant financial and reputational loss to the original company. The impact of such an attack is substantial, as it affects both the confidentiality of the data used to train the model and the reputation of the organization that developed the model.

Securing AI: Measures and Strategies

To be protected from the multifaceted threats to AI, it is essential to implement comprehensive security measures and strategies. These include close monitoring of AI services, regular checks for any suspicious activity, and addressing any vulnerabilities in the code. To this end, you can use applications for building threat models, such as OWASP Threat Dragon and PYTM, as well as services for working with logs like Zabbix and Logstash. 

To prevent undesirable outcomes, it is crucial to ensure that the input and output data be clean and validated. For this reason, it is recommended to implement SAST, DAST, IAST, RASP, and SCA tools like Acunetix, OWASP ZAP, Burp Suite, PagerDuty, BlackDuck. Organizations should also focus on training their staff on the best practices of using AI and create security policies to ensure the secure use of this technology.

Data security is another critical aspect of AI security. It is vital to store consolidated personal data in secure environments to prevent unauthorized access and implement data management strategies to store data without directly associating it with users.  Implementation of methods that prevent user data from entering the training model’s data sets, and limiting the volume and duration of the stored data to the minimum are also essential steps in mitigating data leaks. Therefore, there is a need to use tools for secure management, such as Vault, and establish a secure development environment, for example, through Cloudflare.

The quality of AI’s recommendations is largely dependent on the quality of the training data. If AI systems are trained on unreliable or biased data, it may lead to incorrect recommendations that adversely affect various sectors. Organizations must actively focus on the quality of data used for AI training, conducting data analysis to identify errors and biases, and continuously updating and auditing AI algorithms. Implementation of quality control mechanisms for AI outputs contributes to prompt detection and rectification of erroneous decisions.

IBA Group’s Expertise in AI Security

IBA Group is always ready to help you keep your AI applications safe. Our skilled team excels not only in AI protection but also in providing a range of security services. These include helping with secure development, testing for security vulnerabilities, checking for security risks, training your employees in security, and many other aspects. Do not hesitate to contact us, and let’s team up to strengthen your AI projects and keep things safe and secure.

Author: Alexei Bolotin

A leading Europe-based insurer approached us, aiming to optimize processing of client requests. This company offers many types of risk protection, including medical, auto, cargo, mortgage/homeowner’s insurance, and property protection coverage.

The insurer sought to find a solution that would streamline their procedures and automate client request processing, reduce their error rate, and cut down on client request processing time. We offered a solution that was based on the Camunda platform and included our EasyRPA platform to optimize client request processing, significantly reducing the error rates and processing times.

Goals

Our goal for this project was to develop and implement a client request processing solution. The solution needed to streamline and automate client request processing while enhancing the system’s efficiency and accuracy. The ultimate goal of this endeavor was to strengthen the company’s competitive position in the insurance market.

Background and Challenges

When the insurance company approached us, they were grappling with inefficient client request processing (i.e., insurance policy request processing). Many client requests took 7-8 hours to process, often riddled with manual data entry errors.

Data discrepancies led to inaccuracies in customer information. Ultimately, these errors led to loss, resulting in the provision of erroneous insurance offers to clients. In a market like insurance, saturated with heavy competition, inaccuracies pose significant challenges and deter potential clients.

Project Stages and Implementation

Like many of our projects, we took the discovery and implementation process through several steps to ensure that IBA Group and the insurance company were on the same page.

Initial Analysis: We conducted a detailed review of the existing business processes at the insurance company so we could fully understand the functionality.

Bottleneck Identification: In a follow-up to the initial analysis, we identified in the processes and systems the weak points that were causing the slowdowns and delays in the client request processing. Core Issues Analysis: The project team also analyzed the issues that arose from manual data entry errors and led to the issuance of unattractive offers to clients.

Technical Solution Selection: Based on the identified bottlenecks and re-issuance concerns, the project team selected Camunda to orchestrate all process activities and RPA to substitute manual tasks.

Automation Using EasyRPA with AI Module: We implemented three robots that significantly expedited and enhanced the customer request processing procedure. They automatically processed the data, and recognized, classified and generated the necessary documents in the system.

Process Automation Using Camunda: Our team has created a new process using Camunda that orchestrates the work between humans, robots, and other customer systems in an efficient way.

• Integration with CRM: Camunda automatically transfers client data to CRM, where the new client is created or client data is verified. This significantly reduces the risk of errors.
• Integration with other client systems: Camunda calls the existing quotes calculation module and the module that creates client documents. This reduces the client documents preparation time and excludes human intervention.
• Approval and Notification Steps: Camunda creates tasks for the managers in the tasklist for final quote approval and notifies the client about the decision on insurance quotes upon the final approval.

Training and Demonstration: On project completion, we conducted a workshop for our client with a demo of the new application.

Solution Highlights

Ultimately, our solution met the needs of the client and was a successful choice. I would like to single out several highlights within the solution we implemented.

• Process Automation with Camunda: Camunda allows for process automation and different tasks orchestration, resulting in the reduced quotes preparation time and level of the human intervention.
• Integration: A wide range of Camunda connectors and APIs facilitate seamless integration between different systems. As a result, client data is synchronized with the CRM system, and EasyRPA robots are incorporated into the process without the need of human intervention.
• EasyRPA Automation: Incorporating three robotic processes improved and accelerated the client request processing mechanism. The deployed robots that use an AI module streamlined data processing with automatic data recognition, classification, and document generation capabilities.
• Process Conclusion: The entire process is complete once all stages are successfully executed and the client is duly informed about the outcome.

Benefits for the Customer

The solution presented several outstanding benefits for the insurance company, which they were able to experience right away.

• Faster application processing
• Personalized and appealing insurance quotes for customers
• Streamlined process with fewer forms to fill out and a hassle-free user experience

Results & Metrics

The measurable results of the project implementation speak for themselves. The Insurance company was extremely satisfied with the results, which included:

• The average processing time for an insurance application slashed from several hours to just 20-30 minutes
• The implementation led to a 12% increase in signed insurance policies
• A whopping 87% of documents are now accurately recognized and classified
• The error rate plummeted by 80% because of the automated data transfer

By focusing our solution on customer-centricity and integrating state-of-the-art technologies like Camunda and RPA, we were able to boost the profile of the insurance company. The company is now positioned as a premier choice in the market, with a reputation for providing swift and accurate service.

Lessons Learned in this Project

One of the best parts of any successful implementation is the ability to learn. We can often use similar solutions to assist customers in the future. Based on IBA Group’s research and experience from this project, we offer the following conclusions and recommendations for clients encountering comparable challenges.

Focus on Customer-Centric Solutions: Today’s clients value their time. Companies must immerse themselves in the customer’s perspective and ensure they provide services tailored to the needs of their target audience.

Quick Response to Inquiries: Clients expect speed and responsiveness. Potential customers want prompt answers to their questions. Aim to reduce waiting and processing times to meet clients’ desire for immediate feedback.

Business Process Automation: Leverage contemporary IT solutions and tools to automate business processes. Platforms like Camunda notably improve request processing efficiency and minimize errors.

Integration with EasyRPA: Robotic Process Automation (RPA) can dramatically lessen manual tasks and boost data processing precision. Think about weaving EasyRPA into your operational processes—how can automation help streamline your procedures?

Staying Up with the Latest Technologies: The service market is intensely competitive. Firms that keep pace with evolving trends and harness cutting-edge technologies position themselves at the forefront. Prioritize innovation to hold onto your market edge.

Staff Training: Ensure your team has the training, skills, and knowledge to navigate modern tech and automation systems.

Monitoring Feedback: Regularly collecting client and staff feedback is crucial for refining business processes and tools.

In today’s dynamic insurance landscape, the emphasis is on swift, tailored services and integrating the latest technological advancements. To keep pace and stay competitive, it’s essential to prioritize customer-centric solutions, embrace automation, and continuously update staff skills and company systems.

At IBA Group, we have successfully navigated these challenges and are ready to guide you through your next transformation. Let’s work together to shape a future that benefits your business and your clients.

Author: Andrew Dvirnyk

This Thursday is Thanksgiving in the US. One thing we appreciate about this holiday – and this entire time of year – is that it gives us the opportunity to pause and reflect on what we are grateful for.

As we take this time, we realize that we are grateful for so many things. And they all start in the same place: with our customers. We invite you to take a moment and reflect with us as we celebrate how our customers have helped us grow. And how they continue to open up new opportunities for our teams this year and beyond.

Customers Stretch the Boundaries of Our Creativity

As needs continue to evolve, and technology evolves to meet those needs, creativity becomes more important than ever. Over the course of this year, our clients have come to us with a broad range of needs and goals.

Simply put, we all deserve more than plug-and-play solutions. We deserve customized solutions that utilize technology to create real improvements for consumers, employees, commuters, and patrons. But how can we create solutions with those qualities if we don’t take the time to listen and collaborate? So, we thank our clients for having real conversations with us. For letting us get a peek inside their worlds, to learn more about what their customers need, and what the success of their operations demand.

Inspire Us to Build Stronger Employee Experiences

Working with so many different types of businesses that have a wide range of responsibilities both in-house and to their customers, demonstrates the importance of employee experience. No organization can succeed without a backbone of a strong, positive employee experience.

In many cases, we are able to utilize technology to help organizations improve experiences for their employees. With our help, organizations improve efficiency, and free up time for employees to engage in more creative work that enables them to have a bigger impact on their company and the clients they serve.

With everything from applications for mainframe, to cloud hosting, and SAP integration, we work to improve employee environments, enhance employee experiences, and create spaces for professionals to tap into their creativity and apply their talents in new ways.

In turn, working with clients that challenge and inspire us, helps to improve our own employees’ experiences. From taking advantage of training and community-building exercises to the day-to-day work delivering new, creative solutions for our customers, our own employees feel engaged and excited about the work we do. And that is directly because of our customers!

Co-Create the SMART Future We Envision

Finally, we are most grateful to our customers for entrusting us to co-create the future we all deserve. When we say we view our customers as partners, that’s not some nice-to-have marketing aphorism. It is the truth of how we design solutions, engage with each other, and work together to create sustainable improvements for the needs of the present and the future.

We learn something (actually, many things!) from all our customers. From getting inside urban transit systems, to looking at the inner workings of large banking institutions, we get to know our customers and theirs. We learn what timelines mean in a wide range of high stakes environments. We listen to find out how to design for privacy and safety needs in our ever-changing global environment. Sometimes that means diverting extra attention to solving for contactless payment challenges. Other times, it means connecting large enterprises with AI solutions the uniquely suit them – and their employees.

Whatever problem we set out to solve, or enhancement we decide to co-create, none of it can be done without a collaboration built on trust, talent, and mutual respect. To get to do this kind of collaborative work every day around the world, and to get to bring our valued customers closer to their own customers is a privilege. We are grateful to them, and we are grateful to you.

As the Thanksgiving Holiday kicks off, we raise a glass to our customers, for continuing to challenge, inspire, and motivate us. Cheers!

Challenges

1. Implementing data processing techniques and methodologies to calculate pivotal KPIs
2. Raw Data Warehouse (RDWH) used traditional on-premises infrastructure for its extensive data needs. It had a three-tier overloaded database system
3. A performance issue involved with creating an environment for application testing, as data cannot be easily or quickly copied from production to test
4. Costly hardware and software licensing
5. Interactive Dashboard redesign on QlikSense platform to provide intuitive insights for stakeholders

Goal

Create a platform to encourage self-service analytics and efficient data-driven decision processes

Results

1. Costs have been reduced by 30% annually
2. An improved user experience that refined data querying and exploration through a web Ul
3. Enabled data scientists and other programmers to leverage Snowflake’s scalable processing power to run AI/ML algorithms efficiently
4. Using Snowflake in the Cloud enables faster and easier recovery in case of a technology-related outage
5. Empowered users with self-service analytics, enabling them to explore and analyze data independently, uncover insights, and make data-driven decisions
6. System scales based on demand. This means reporting is no longer affected or delayed due to spikes in system demand

Challenges

1. Data analysis and visualization from different sources through all departments
2. Hypothesis validation, implementation and the deployment of predictive models
3. Setting up Big Data infrastructure in AWS Cloud
4. Implementation of data quality management
5. Row Level Security implementation for secure access
6. Costly hardware and software licensing

Goal

Create a road traffic analysis solution to manage big volumes of data and cut financial losses

Results

1. The company benefits from up-to-the-minute insights into traffic patterns and congestion, enabling it to provide more accurate and timely information to its customers
2. The Client’s management now makes better-informed decisions, leading to optimized operations, and improved service quality
3. The risks of financial losses are eliminated with the help of protection against unauthorized access
4. Data leaks and compliance violations were eliminated