Six Use Cases from a Single Discovery Conversation
Surfaced from a 45-minute exploratory call with the global head of healthcare training inside the healthcare vertical of a Tier-1 BPM provider. Six use cases were discussed. Operational figures below come from that conversation; current preparation can be scoped through a 6-8 week AI Bootcamp.
These are proposed use cases from discovery, with customer-reported baselines. They are not evidence of completed deployments or measured operating results.
Accounts Payable for a life-sciences client
Current state
- Client feedback: people are not responding to emails in a timely manner
- Multiple follow-ups happening before items get resolved
- Process compliance gaps: work is not consistently being done in line with the documented procedure
- Invoice handling has three paths (process first-pass, reject, request additional info), each requiring different judgment
What AI can change
Why this is the cleanest first move
- One team, one client account, one system
- A burning operational pain that already has a budget motivation (escalations + leadership attention)
- Agree baselines and a measurement period for email response time, follow-up count and process-compliance audit score
- Define a 6-8 week AI Bootcamp scope with agreed learner responsibilities and assessment criteria
Customer service for an English-speaking account
Customer-reported baseline
What AI can change
Honest constraints to set with the client
- The reported 300-second AHT and the client's 150-second expectation are different evidence. This discovery does not establish an achievable reduction. Agree a target and measurement period before assessing operating impact.
- Track onboarding speed against the baseline. Preparation alone does not establish a change in attrition.
Invoice processing as a workflow
Same team as use case 1, framed as a workflow rather than a single task. The provider explicitly asked: "is invoice processing a task or a workflow?" Worth treating as a workflow because it has three observed paths.
If chosen, this becomes the initial AI Bootcamp preparation scope instead of "AP email response." The shop-floor work is similar; the redesign target is different.
Three more use cases
Further preparation candidates and longer-horizon roadmap items.
Provider revenue cycle management
RCM was mentioned as a major business line but no specific burning area surfaced during the call. Worth a follow-up to identify which RCM step has the most pain: eligibility verification, charge capture, claims submission, denial management, or payment posting.
Likely high-value targets: eligibility verification (high-volume, structured inputs, strong automate candidate) and denial management (pattern recognition + first-pass appeal drafting, strong augment candidate).
Healthcare payer operations
Claims servicing for insurance company clients. Mentioned but not detailed. Multiple payer accounts, each with its own pain profile. A longer-horizon candidate requiring further discovery. Re-engage after reviewing the initial preparation and assessment evidence.
AI skilling for functional roles
Cross-cutting capability. Train front-line associates to use AI tools (Copilot was named) on real work, not just generic AI concepts. Each preparation scope should connect the changed workflow responsibilities to practice and assessment for the people who perform them.
Connect workflow redesign, simulations and Skill Validation Assessments so people practise the changed responsibilities and handoffs.
Recommended sequencing
Review preparation and operating requirements before agreeing each next scope.
Open questions to confirm before kicking off Stage 1
Before any shop-floor work begins.
- Which client account specifically. Confirm scope and access.
- Is Workday the only system in the AP loop or are there ancillary tools (vendor portals, email).
- Which AI tool stack is approved internally. Copilot was mentioned, but anything else?
- Data and observation access for shop-floor work.
- Owner on the prospect side for the AI Bootcamp preparation scope.
- Outcome measurement approach. Does the client account already track email response time?
Want a discovery like this for your operation?
Start with the workflow, its owners and the reported baseline. Scope the decisions, exceptions and handoffs to practise through a 6-8 week AI Bootcamp. Deployment and support are separately agreed.
Source: A recorded discovery conversation. The operational figures are reported baselines; the use cases and sequencing are proposals from that discussion. The provider has been kept anonymous.