Organizations located all over the world spanning nearly every industry utilize case management software as a means of boosting productivity and making more informed decisions. Yet case management is not suited for every task, particularly for processes that cannot be 100% automated. To put it another way, the discipline of case management always involves some level of human interaction or judgment.About 10 years ago,Forrester Research broke case management use cases down into three categories: service requests, incident management, and investigative uses.Gartner also identified distinct categories of use cases for case management automation. These include things like HR lifecycle management, regulated cases in banking, and customer-focused cases like insurance claims. To better understand the potential uses of case management automation, we will explore 3 different applications in 3 different industries.
Case Management Use Case #1: Information Security in Banking
Preventing fraud is one of the biggest challenges that banking institutions face. In 2018, fraud against bank deposit accounts totaled$25.1 billion, a $6 billion increase from 2016. Add to that total imposter scams and identity fraud cases, which also account for several billion dollars of losses each year. Banks use a variety of automation solutions to identify and prevent fraudulent activity. For the past decade major banks have relied on anomaly detection which is an artificial intelligence (AI) technology for identifying deviations. Banks use this technology for automating fraud, cybersecurity, and anti-money laundering business processes.To provide an example, anomaly detection is often used for detecting fraudulent payments. The automation software notifies human monitors when it detects deviation from normal patterns. The monitor then approves or rejects the notification, and the system improves its detection ability over time through machine learning (ML). Yet it is not possible to entirely remove the human element from this process.Another example of bank use of automation involves detecting fraudulent online banking login requests. While banks can automate much of the verification process, there will be suspicious activity that deviates from the normal verification process. In these instances, banks can use case management automation to get these cases resolved quickly without having to beef up their security and compliance teams. offers many benefits. In addition to reducing fraud and financial losses, banks can:
