How Osaic Uses Automation Anywhere to Improve Financial Advisor Service Experience
In this PeerSpot interview, Matt Ham, Vice President of Digital Automation at Osaic, explains how his team is using Automation Anywhere to improve operational efficiency and elevate the service experience for financial advisors. After about 15 months using the platform, the organization has focused on automating back-office workflows and case management processes tied to advisor requests such as banking instruction updates and account servicing tasks.
Before automation, many of these processes were fully manual. Requests required multiple steps across systems, including intake, processing, communication updates, and follow-up to ensure completion. By introducing unattended bots and workflow automation, Osaic has streamlined these administrative tasks, helping advisors spend less time tracking request status and more time serving their clients.
Matt also discusses the early use of document automation and Automation Co-Pilot, which are helping the firm manage paper-heavy processes common in wealth management. Early testing shows positive results, particularly in improving accuracy and surfacing relevant information to employees during processing.
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Full Transcript (Condensed)
My name is Matt Ham, Vice President of Digital Automation at Osaic.
We have been using Automation Anywhere for about 15 months, so we are relatively new to the platform.
Our primary focus has been improving the service experience for financial advisors. Many advisors were spending time calling our home office to check the status of requests or handle administrative tasks. We saw an opportunity to automate these processes and make the experience more streamlined for both advisors and employees.
Previously, everything was handled manually. A request from an advisor would be submitted, entered into the appropriate system, communicated back to the advisor, and then followed up to ensure completion. Automation helps reduce these administrative activities and allows advisors to focus more on growing their client relationships.
Today we run unattended bots in our environment and recently launched our first use cases for document automation and Automation Co-Pilot. These are especially important in wealth management because the industry relies heavily on documents and paperwork. Document automation and Co-Pilot help streamline document processing and improve accuracy when information is entered into systems.
We are also exploring potential generative AI use cases, particularly around knowledge management. Using natural language processing to surface procedures and documentation could help employees and customers quickly access the information they need.
Implementation was relatively straightforward. Our first bots were deployed as proof-of-concept projects, and we delivered four bots in about eight to ten weeks. Development itself took roughly half that time, with the remainder spent coordinating with security, risk management, and IT teams.
Automation Anywhere has integrated well with our internal systems and third-party applications. APIs have been especially easy to work with, and in some cases we supplemented integrations with Python scripts.
One challenge with automation occurs when interacting with third-party applications through user interfaces rather than APIs. Changes to those applications can require additional maintenance for bots.
Overall, the response internally has been very positive. Demonstrations of document automation and Co-Pilot created a strong reaction among business leaders who saw the potential for broader automation capabilities.
Based on our experience so far, I would rate Automation Anywhere a nine out of ten.