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Blanc Labs Partners with TCG Process to Integrate their Automation and Orchestration Platform and deliver Advanced Intelligent Workflow Automation to Financial Institutions

Financial Services | Banking Automation | Enterprise Automation

Blanc Labs Partners with TCG Process to Integrate their Automation and Orchestration Platform and deliver Advanced Intelligent Workflow Automation to Financial Institutions

May 3, 2024
Blanc Labs TCG Process Partnership

May 3, 2024 (Toronto, ON) – Blanc Labs, a leader in Lending Technology, AI, and Business Process Improvement, is excited to announce a strategic partnership with TCG Process, leveraging their DocProStar platform to transform lending operations for mid-tier banks, credit unions, and other mortgage origination and servicing providers in Canada. This partnership marks a significant milestone in Blanc Labs’ mission to enhance operational efficiencies and unlock new revenue opportunities for lenders through cutting-edge technology.

Blanc Labs’ Intelligent Automation Methodology, designed by seasoned experts, pinpoints and addresses critical areas for improvement within document intensive workflows. The solution seamlessly integrates with existing technology infrastructure, enabling rapid deployment and immediate impact on operational efficiencies, with minimal investment.

“Rapid advancements in powerful new AI technologies like LLMs are further unlocking opportunities to move away from manual, data heavy workflows that cause frustrations for customers and lending teams alike,” said David Offierski, VP of Partnerships for Blanc Labs. “We are seeing a significant shift from the manual ingestion of customer information to a much more efficient and automated workflow solution, allowing stakeholders to improve both customer and employee experience while reducing operational costs.”

TCG Process’ DocProStar provides intelligent document ingestion, orchestrated processing and powerful AI capabilities that will enable Blanc Labs to quickly deploy advanced, cost-effective, and scalable solutions to meet the unique needs of lending teams.

The collaboration between Blanc Labs and TCG Process signifies a joint commitment to deliver innovative solutions, leveraging cutting-edge technologies to streamline lending processes. The opportunity is clear: to create a more seamless experience for customers, tailored to the unique needs of the Canadian lending market.

“Our partnership with Blanc Labs is more than just technology—it’s about shared expertise and collaboration. By combining our strengths, we will provide industry leading solutions that cater to the diverse needs of the financial services sector.” Joseph Capone, Chief Revenue Officer, TCG Process (Canada).

Hamid Akbari, CEO of Blanc Labs, said, “The use of technologies like DocProStar and our Kapti platform can greatly improve compliance, increase customer retention, reduce servicing cost, and boost revenue in the lending sector. Our deep expertise in lending technologies, and especially intelligent processing of mortgage documents, enhances our role as a transformation partner.”

Blanc Labs operates with agile, expert teams, ensuring that clients typically see a return on their investment within 12 months. The company remains dedicated to its role as a pivotal player in lending industry transformation.

 

 

ABOUT BLANC LABS

Blanc Labs is a preferred partner for enterprises looking to digitize and build the next generation of technology products and services. To help companies rapidly deliver on their digital initiatives, Blanc Labs has developed expertise and bespoke solutions in a wide variety of applications in financial services, healthcare, enterprise productivity, and customer experience. Headquartered in Toronto, Blanc Labs serves the Americas through operations in Toronto, New York, Bogota, and Buenos Aires. For more information on how Blanc Labs is building a better future, visit  www.blanclabs.com.

ABOUT TCG PROCESS

TCG Process, with headquarters in Switzerland, is an international organization that develops and integrates input management and intelligent process automation software. Its solutions are used in industries such as banking, insurance, healthcare, government, and public administration to digitize and automate document-driven processes. TCG Process sells both directly and via partners globally. Visit www.tcgprocess.com

 

For media inquiries, please contact:

Shriya Ghate

Senior Marketing Manager

Blanc Labs

E: shriyag@blanclabs.com

 

Tracy Weller-McCormack

Head of Marketing, Canada & Australia

E: tracy.mccormack@tcgprocess.com

 

 

 

The Transformative Influence of Large Language Models (LLMs) on Document Processing

BPI in Banking and Financial Services in the US & Canada

Financial Services | Business Process Improvement | Enterprise Automation

BPI in Banking and Financial Services in the US & Canada

April 23, 2024
Business Process Improvement in Financial Services in US & Canada

Banking and financial services are evolving at immense speed. Transitioning from traditional, paper-based processes to digital and AI-powered processes is critical to survival. That’s why you need to think about business process improvement in banking and financial services.

Business process improvement comes with a price tag. You need experts on your team, a culture centered on continuous improvement, and a powerful set of automation tools. But these tools offer extensive benefits as well. For example, Accenture estimates that automation and augmentation can help save financial services firms $140 billion and banks $70 billion.

Revolutionizing Banking and Financial Services Through Business Process Improvement

Banking and financial services firms have grown tremendously through business process improvement. Look back at your own organization’s past. You likely had to radically redesign processes to bring about any revolutionary change in your organization. From developing a mobile app for your bank to building your ATM network, all changes were a result of improved, more efficient processes.

The next leg of growth in banking and financial services requires using technologies like AI and natural language processing (NLP) to reduce costs, increase efficiency, and improve customer experience.

These technologies will help you stay ahead of the curve and improve your workflow. However, implementing technologies like AI, Gen AI, and Robotic Process Automation (RPA) requires experience and expertise, so find the right partner for smooth implementation and minimal disruption.

Let’s now dive into how you can plan to improve business processes to prepare your financial institution for the future.

BPI vs BPM

Business Process Improvement (BPI) and Business Process Management (BPM) are two distinct but complementary approaches within organizational process optimization. BPI is primarily concerned with improving the efficiency and effectiveness of specific processes. It involves identifying, analyzing, and enhancing existing business operations to reduce costs, improve service delivery, or increase quality. On the other hand, BPM takes a broader view, focusing on the entire set of processes within an organization. It integrates all aspects of process management—from design and modeling to monitoring and optimization—with the goal of aligning processes with the strategic objectives of the organization. While BPI zooms in on process improvements, BPM includes holistic management of all processes to ensure coherence and alignment with overall business goals. 

Financial Processes That Need Improvement

There’s plenty of room for improvement in financial processes as we know them today. AI and RPA technologies have opened doors to a whole universe of process improvements that were previously unimaginable. Here are some examples of processes you should consider working on when implementing BPM:

Customer Onboarding

Onboarding sets the stage for your relationship with the client. Customers who have a positive experience when opening their bank account are 73% more likely to become the bank’s promoters.

Improving your onboarding process by implementing a fully digitized workflow eliminates the need to manage piles of paperwork, errors, and delays. A frictionless onboarding experience doesn’t just attract new customers; it also builds a solid reputation and loyalty among customers.

Customer Support

The modern customer wants their bank or financial institution to respond within seconds and be available 24/7. Not delivering on these expectations is essentially the same as handing your clients to competitors.

Intelligent Digital Assistants (IDAs), next-gen chatbots powered by AI, “are fully equipped with natural language understanding which aids in understanding and retaining context for polished conversations while carrying out a variety of tasks to fulfill a user’s requirements.” They act as “knowledgable bankers” who not only understand the unique journeys of customers, but are also able to recommend products, offers and next steps based on their knowledge of a customer’s past behavior and financial history.

Risk and Compliance Management

Tailoring business processes to minimize risks and comply with industry regulations helps prevent penalties as well as lower your compliance team’s workload. For example, you can create a digital workflow that provides real-time (or frequent) tracking for compliance requirements as well as detailed compliance reports.

Analytics can play a key role in bolstering your bank’s or financial institution’s risk assessment capabilities. AI-powered systems can ingest massive amounts of data your organization generates to identify patterns. The system can detect anomalies and predict risks using this data.

Loan Approvals

Loan origination systems are often plagued by labor-intensiveness, errors, and a ton of paperwork. Automating your loan origination system can transform your efficiency and the customer’s experience.

If your organization currently uses traditional processes, consider completely reengineering the process. Modernizing your lending process, right from eligibility checks to approval, is important not to develop a competitive advantage, but to survive in an environment where quick approvals and disbursals are the norm.

 

Implementing Business Process Management in Banking and Financial Services

Changing and managing business processes is easier said than done. Your team might need to unlearn and relearn. You might have to deal with reluctance and proactively offer training to help them get up to speed.

However, there’s an even greater challenge — implementing the right set of technologies and building the right infrastructure. That’s why you need a partner who has experience helping banks and financial services firms implement technologies to improve business processes.

With that in mind, here’s an overview of how you can implement business process management:

Step 1: Identify Key Processes

The first step is to identify key processes within your bank or financial institution that could use some improvement. The process could be onboarding, loan processing, risk assessment, or customer service.

Consider asking employees — people on the ground executing these processes — how you can improve. Identify their pain points and bottlenecks and prioritize areas for optimization based on your analysis.

For example, if your bank’s loan origination process is lengthy and has high error rates, fixing that should be your priority over streamlining your support processes.

Step 2: Map Your Processes

A process map gives you an overview of the entire workflow and the steps involved in the process, including stakeholders, decision points, and the flow of information. A visual representation of your process helps you understand its current state, identify inefficiencies, and find opportunities to improve the process.

Step 3: Optimize Processes

Once you’ve identified inefficiencies and redundancies, it’s time to eliminate them. The exact solutions to implement depend on the challenge you’re addressing. However, automation and standardization are the first steps towards optimizing processes.

If you’re thinking to yourself, “We’ve already automated repetitive tasks,” that’s not enough. Use AI to automate some tasks you previously thought were best handled by humans.

For example, don’t use scripted chatbots that make customers feel like they’re talking to a robot. Find a partner who can develop a chatbot powered by technologies like AI and Gen AI. AI-powered chatbots can personalize conversations and interact just like humans.

If you’re not using AI, you’re already late to the party — Bank of America has been using its AI chatbot, Erica, since 2016. Bank of America claims that Erica has been able to provide more than 98% of its clients with the answers they need.

Step 4: Monitor and Improve

Optimizing business processes is not a one-off task. It’s an ongoing journey. Measure the results your optimization efforts yield with process metrics like cycle time, error rates, and customer satisfaction.

You can use AI-powered data analytics to gain deeper insights into process performance and find areas that require further improvement.

For example, if you recently optimized your loan origination process, use data analytics to monitor processing time.

Has it improved to the extent you expected? If not, use data to find out why. Is the optimized process still prone to errors? Or is your team still going through the learning curve?

 

The Role of Automation in Improving Financial Processes

Automation plays multiple roles in improving banking and financial processes. Here’s a quick overview of why automation is vital to your business process improvement initiatives:

  • Say goodbye to repetitive tasks and errors: You don’t need to spend thousands of dollars on data entry, reconciliations, and reports. Automation can perform those tasks more efficiently than humans and doesn’t make mistakes. Moreover, software allows you to keep costs under control even as you continue to scale.
  • Enforce standardized processes: You can create all the SOPs (standard operating procedures)you want. But there will always be someone trying to take a shortcut. Automation helps you achieve consistency in executing standardized processes — you can impose rules through your automated system to eliminate deviations from a standardized process.
  • Greater efficiency: Automation helps you multiply productivity. The more productive your bank or financial institution is, the more loans you can process, accounts you can reconcile, reports you can generate, and customers you can onboard without compromising on accuracy.
  • Improved customer experience: One of the biggest roles of automation in business process improvement is tailoring your processes to meet the customers’ needs. Automation allows you to personalize processes, eliminate errors, offer convenience, and deliver fast experiences at scale.
  • Deeper insights: Automating data collection and reporting helps you derive value out of the massive volume of data financial institutions generate. AI-powered analytics help you spot patterns and detect outliers. For example, if there’s fraudulent activity in a customer’s account, AI can pick up on that. Analytics also helps you make data-driven decisions, predict customer behavior, and assess risk exposure.
  • Improved customer experience: Automation allows you to improve customer experience across channels. Your AI chatbot can deliver personalized responses, analytics can help you predict customer behavior, and streamlined onboarding helps you make a great first impression.

Revolutionize Financial Services with Business Process Improvement

Let’s face it. Redesigning business processes comes with risk. However, the risk-reward ratio is in your favor when you use the right technologies and work with a team of experts. Strategic business improvement can transform your customer experience and generate massive cost savings for your business. 

Blanc Labs is committed to helping partners succeed through the use of cutting-edge technologies. Our approach can help you redesign processes in a way that fits your business’s needs. 

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These are not your grandmother’s models: the impact of Large Language Models on Document Processing

Document Processing before LLMs

Document processing primarily relies on rule-based systems and keyword matching, which can be effective for structured or even semi-structured documents with predictable formats. However, this approach often struggles with unstructured data, where variability and complexity are high. In contrast, Large Language Models (LLMs) bring a transformative approach to document understanding. They leverage advanced natural language processing (NLP) techniques, enabling them to comprehend context, semantics, and nuanced language variations in documents.

In the ever-evolving world of data science and enterprise automation, the explosive growth of unstructured data generated by companies has been a major challenge for data scientists. To give you a sense of scale, recent studies show we’re likely to witness a surge from 33 zettabytes in 2018 to a predicted 175 zettabytes by 2025. Furthermore, according to Gartner, unstructured data currently represents an estimated 80 to 90 percent of all new enterprise data.  Unstructured data can include conversations through e-mail or text messages, but also social media posts, blogs, video, audio, call logs, reviews, customer feedback, and replies in questionnaires. This trend spotlights an urgent need for more sophisticated tools to create value from this burgeoning data deluge.

Our team has over 5 years working with various OCR and NLP technologies, including having developed and training models in-house.  Don’t get me wrong, IDP  tech has come an extremely long way and the tools have gotten tremendously powerful. Libraries such as Amazon Textract (among many others) provide ML engineers a powerful suite of tools to accelerate the speed and quality of applying intelligent document processing to automation scenarios.

However, there are still limitations to how IDP can be adopted to a range of automation scenarios that we encounter in enterprise environments.

Think of traditional models document processing tech as a diligent yet somewhat myopic librarian, meticulously following rules but often missing the bigger picture. In contrast, Large Language Models (LLMs) are like Sherlock Holmes — insightful, context-aware, omnipresent, and adept at deciphering the most cryptic of texts.

This results in several key benefits and improvements:

Enhanced Comprehension

Traditional Method: Typically relies on keyword spotting and pattern recognition. For example, extracting dates or specific terms from structured forms.

LLMs Approach: Goes beyond mere pattern recognition. It interprets language nuances and intent, essential in contexts like financial and legal document analysis where the meaning of clauses and data can be complex.

Flexibility with Unstructured Data

Traditional Method: Struggles with documents like unstructured emails or reports, often leading to high error rates or the need for manual intervention.

LLMs Approach: Excel in handling unstructured formats. For instance, in customer service, LLMs can analyze and respond to diverse customer queries that vary in structure and content, easily extract information from employment letters or mortgage commitment statements.

Dealing with unstructured data, which includes everything from casual emails to social media chatter, videos, and customer feedback, is not a trivial matter. This kind of data resists neat categorization and defies traditional database structures, posing significant challenges in analysis and comprehension. Here’s where Large Language Models show their mettle, adeptly navigating this complex, non-uniform data and unlocking valuable insights that conventional methods might miss.

Adaptive Learning

Traditional Method: Updating rule-based systems for new formats or languages is time-consuming and resource-intensive.

LLMs Approach: Can continuously learn from new data, adapting to changes in language usage or document formats without extensive manual reprogramming.

Error Reduction

Traditional Method: Prone to errors in cases of ambiguous or context-heavy information, resulting in lower reliability.

LLMs Approach: Their deep contextual understanding leads to more accurate data extraction and interpretation, crucial in high-stakes industries like legal, financial and healthcare.

A Practical Example

ChatGPT 4, without any specific fine tuning or pre-training is able to easily extract information from a document it has never seen before. It understands the context and you can simply query in a natural way for data points that you are interested in:

*Chat gpt extracts information_Blanc Labs

* Note: we take data privacy and PII seriously (see below) and created “spoof” documents for the purposes of this demonstration.

For instance, by asking direct questions such as ‘What is the policy end date?’ or ‘By what margin has the insured amount varied?’, it promptly delivers precise information with perfect accuracy.

This scenario offers the opportunity to further explore solutions that leverage the unique capabilities of LLM’s for the purposes of intelligent document processing and automation.

Generative AI-Powered Extraction and Comparison of Insurance Policy Documents

In the previous section, we delved into the capabilities of Language Learning Models (LLMs) in streamlining the extraction of key information from various document types. To demonstrate this further, we now present a practical application of our system.

The first part of the demonstration involves uploading the initial insurance policy, which acts as our benchmark document. Watch how the system seamlessly processes this document, effortlessly extracting critical details such as the policy number, coverage specifics, the insured party’s information, and other essential data.

Next, we upload a second document representing a modification in the policy. It not only extracts pertinent information from the new document but also conducts an intelligent comparison with the original policy. Notice how the system highlights the changes in the date and insurance limit. This comparative analysis is vital to ensure comprehensive and accurate updates of all modifications and their implications.

To enhance the efficiency of such systems, integration with existing databases and cloud storage services is key. Utilizing APIs, these systems can automatically retrieve documents from various sources such as cloud storage (like AWS S3, Google Cloud Storage), internal databases, or even directly from email attachments. This integration enables real-time processing and updates, ensuring that the latest documents are always analyzed and compared.

The Role of Retrieval-Augmented Generation (RAG) in LLMs

For more context specific answers and solutions, Retrieval-Augmented Generation represents a significant advancement in the capabilities of LLMs. It’s another step forward on this never-ending roller coaster!

  • Enhanced Accuracy and Relevance: RAG combines the generative power of LLMs with information retrieval, pulling in relevant data or documents to provide contextually accurate responses. This is particularly beneficial for financial analysis and reporting, where accuracy is paramount.
  • Dynamic Data Integration: Unlike traditional LLMs, RAG can integrate real-time data, offering dynamic responses to financial queries. This is essential in finance, where market conditions and regulatory environments are constantly evolving.
  • Customized Financial Advice: RAG’s ability to retrieve and process vast amounts of data allows for highly personalized financial advice, tailored to individual customer profiles and market conditions.
  • Improved Compliance and Risk Management: In the regulatory-heavy landscape of financial services and healthcare industries, RAG can efficiently process and cross-reference internal and external data sources including detailed regulations and requirements. We believe that there is a huge opportunity to automate regulatory, risk, and compliance checklists to reduce complex manual efforts that exist in regulated industries.

Potential limitations of deploying LLM’s for document processing (at scale)

While LLMs are highly likely to revolutionize document processing with,  it is important to consider potential limitations as well. LLMs are like a double-edged sword, powerful in processing vast amounts of data but requiring careful handling to address privacy concerns and manage computing resources.

  • Privacy and Personal Identifiable Information (PII): LLMs are capable of processing vast amounts of data, including confidential or proprietary information as well as PII data.  Organizations must work within data security frameworks and engineer solutions that have data security at the core of how they are designed and deployed.  As a SOC2 Certified company, this is an area of key focus for our teams and we have implemented robust data handling and processing protocols to ensure that all PII is managed securely and in compliance with privacy regulations.
  • Computing Power and Cost: The potential impact offered by powerful LLMs to read and extract data from large volumes of unstructured data is reliant on the on substantial computing power required to run these models.  We are still in the early stages of enterprise adoption of generative AI technologies and the economics of leveraging these toolsets at an enterprise scale are fairly dynamic.  We expect a lot to change over the next few years but in the meantime, we are actively working with clients to understand the business drivers of using LLM’s to automate processes.  With our deep background in intelligent document processing we’ve become experts at crafting solutions that optimize model efficiency without compromising performance. We employ techniques like model pruning, efficient data processing pipelines, and cloud-based solutions that balance computational demands with cost-effectiveness.

Conclusion

LLMs and RAG are the vibrant threads bringing new patterns of efficiency, accuracy, and innovation. We’ve journeyed from the meticulous yet narrow pathways of traditional methods to the expansive highways of AI-driven solutions. This evolution isn’t just a step forward; it’s a quantum leap into a future where data isn’t just processed but understood, where advice isn’t just given but tailored, and where compliance isn’t just followed but mastered.

The advancements in unstructured data analytics signal a critical shift in our approach to data. It’s not just about the volume; it’s about the untapped potential that lies within. This raises a compelling question: how can we leverage unstructured data to gain a deeper understanding of our customers, societal trends, and the world at large? The key lies in harmonizing cutting-edge AI tools like Large Language Models with human insight, transforming this wave of data into insightful and actionable knowledge.

Harness the power of AI

At Blanc Labs, we specialize in tailoring AI solutions to the specific needs of the Canadian financial and healthcare sector. Our expertise in AI, automation & digital product development positions us to assist in harnessing the power of LLMs and other AI technologies. We provide customized solutions for intelligent document processing, intelligent automation, and enhancing customer experiences, ensuring compliance with industry standards and regulations.

Explore how Blanc Labs can assist your organization in navigating and succeeding in the digital era.

Author

Luciano Lera Bossi
BPI & Intelligent Automation Lead

Luciano Lera Bossi is a skilled Engineer with 15+ years of success in tech, specializing in Intelligent Automation, Low Code/No Code and Agile Project Management. He enables effective communication between technical and business stakeholders, resulting in seamless project outcomes.

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From Chaos to Clarity: Achieving Operational Excellence through Business Process Improvement

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From Chaos to Clarity: Achieving Operational Excellence through Business Process Improvement

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Business process improvement at work_Blanc Labs

Generative AI and Automation: Are you implementing them effectively?

The emergence of exponential technologies like Generative AI has sparked enthusiasm among companies and executives, who see the potential for enhancing operations and adding significant value to their businesses. In a PWC surveyÂč, 86% of U.S. executives projected AI’s transition into a ‘mainstream technology’ within their companies in 2021. Moreover, 25% of businesses utilizing AI anticipate revenue growth.

However, as highlighted by GartnerÂČ, a concerning 85% of AI projects ultimately fail to meet their expected business value. Among the numerous factors contributing to these shortcomings, common culprits include misaligned expectations, inadequate planning, and limited comprehension of the technology and its practical applications. When all these factors are considered, they collectively underscore a single underlying issue: an inadequate understanding of the process.

The Cost of No Change

Every business, regardless of its size or industry, operates within a complex web of processes. These processes, when left unoptimized, can lead to chaos, inefficiency, and missed opportunities. Employees may find themselves bogged down in manual tasks, information silos, and redundant workflows. Meanwhile, customers may experience reduced satisfaction due to prolonged or unclear processes and excessive touchpoints, potentially leading to attrition. This chaos not only hampers productivity but can also erode customer satisfaction and profitability.

 

Âč PricewaterhouseCoopers, “PWC 2022 AI Business Survey”, online: PwC
ÂČ“Gartner says nearly half of CIOs are planning to deploy artificial intelligence”, (13 February 2018), online: Gartner

Array’s researchÂł reveals alarming realities within organizations:

Financial Costs:

Inefficiencies cost 20-30% of revenue.

Time Costs: 

Employees lose 26% of their day to avoidable chores.

Recruitment Costs:

Each employee costs $4,129 and 42 days to be trained.

Amid these sobering statistics, businesses have adopted Business Process Improvement as a systematic, analytical approach to understanding, prioritizing, and measuring the impact of how to make their operations run more efficiently.

 

³Saunders, Dave, “How Much is Inefficiency Costing Your Business”, (19 November 2020), online: Electronic Data
Capture, Mobile Data Collection – Array Survey App

53% of IT decision-makers say that Cloud ERP (Enterprise Resource Planning) software is a worthwhile investment
Man working
50%
of companies spend up to $25 on each manually processed invoice
64%
of sales reps allocate their hours to non-revenue tasks
30%
of specialist IT time is consumed by basic, low-level activities

Download the Full Whitepaper

From Chaos to Clarity_Business Process Improvement_Blanc Labs

Our teams have compiled insights and best practices in this practical and outcome focused whitepaper.  Our learnings are based on numerous successful client engagements, research, and industry partners.

Business leaders seeking practical advice to advance their BPI capabilities will find value in the topics covered in the whitepaper.  These include:

  • A step-by-step approach on how to conduct Business Process Improvement within an enterprise operating environment
  • Practical implications of using Business Process Improvement with Intelligent Automation
  • Case Studies on the successful use of Business Process Improvement in mid-sized to enterprise organizations

 

From Chaos to Clarity

 

You consent to receive communication from Blanc Labs by providing us with your contact information. You can unsubscribe at any time. Please review our Privacy Policy for further details. 

Authors:

Luciano Lera Bossi
Luciano Lera Bossi
BPI & Intelligent Automation Lead

“Our commitment is to evolve your business processes in a way that’s both data-driven and adaptable, fostering an environment where continuous improvement is the norm, and each step leads to a more effective and empowering operational experience.”

David Liu
David Liu
Lead-CoE Consultant

“In the race for growth, inefficiencies hold companies back. Success unfolds in continuous refinement—where processes evolve, innovation thrives, and excellence becomes ingrained.”

Meet David Liu: COE Lead, Process Improver, and Ramen Aficionado 

People & Culture | Business Process Improvement | Enterprise Automation

Meet David Liu: COE Lead, Process Improver, and Ramen Aficionado 

December 6, 2023
David-Liu Profile_Blanc Labs

Say hello to David Liu, our new BPI CoE Lead! He’s the kind of guy who’s just as excited about diving into complex enterprise processes as he is about making a bowl of handmade ramen (his absolute favourite). His insatiable curiosity propels him to delve deep into the essence “why?”, and an expert at finding ways to enhance and elevate outcomes.

David’s been on quite a journey for the past three months, settling into his new life in Canada and shaking things up here at Blanc Labs. We sat down with him to find out more about his experience and discover what fuels his passion to understand the inner mechanisms of both professional landscapes and culinary delights.

Six Questions with David Liu

Welcome to Canada and to Blanc Labs! How have your first 90 days been?

Wow, these past months have been quite the ride, packed with trust-building, blending into new cultures, and loads of personal and professional growth. Shortly after my onboarding, our team kicked off a fairly large Business Process Improvement (BPI) project and and formalizing the BPI practice within Blanc Labs has been a great experience. Each step of this has been a building block for me.

As someone who recently moved from Hong Kong, I’ll admit, I had my doubts about adapting to a whole new workplace culture. But the moment I stepped into Blanc Labs, the team made me feel right at home. They handed me the reins, offering the freedom and trust that allowed me to make a significant impact around here.

Any standout moment that you’d like to tell us about?

One standout moment was a business trip to Vancouver, where I conducted an on-site process assessment for a client. This firsthand experience not only deepened my understanding of client needs but also helped me form close relationships. With the collaboration of experts from different areas at Blanc Labs, we successfully delivered our first BPI project, receiving recognition from the client—an auspicious start for the BPI practice.

What attracted you to Blanc Labs in the first place, and why did you choose to join at this point in your career?

Blanc Labs provides a dynamic, startup-like environment with daily challenges, which I find invigorating. The rapid pace and expansive growth opportunities align with my career goals. More importantly, the shared vision on business process improvement during the interview resonated with me, making it an easy decision to join a team that values innovation and is willing to take risks.

What makes Business Process Improvement such an interesting area of work for you?

My career in the process-related field comes from a simple desire—to streamline processes and make everyone’s work easier. Growing up, my curiosity about how things work, be it a restaurant kitchen or a car engine, fueled my interest in operations behind businesses. This fascination deepened as I came across more slow processes in daily life. That’s when I knew I wanted to pursue consulting and specialize in business process improvement.

How do you envision the future of BPI, and what challenges do you foresee?

Even as I envision an automated future where most tasks are streamlined, I believe human intervention will remain crucial in customer-facing roles and creative industries. Because of automation, there is a concern about potential job loss. Post-improvement initiatives, companies must consider upskilling employees or transitioning them into roles that leverage human intervention, like customer-facing roles, to maintain value addition.

And finally, what according to you, makes a Business Process Improvement project successful?

I like to think of a successful BPI project as a well-made bowl of ramen—

The flavorful broth needs a long time to boil bones and meat until they blend well for a rich flavor. This is like the experience needed for a good BPI project. Finding issues and understanding process problems takes years of practice and dedication.

The Tare, though a small part in ramen, has a big impact on the noodle’s taste, determining the overall flavor. It’s similar to the goal in a BPI project. A goals acts as the guiding star throughout, leading us to the expected business outcome. A BPI project without a clear goal is like ramen without Tare—it lacks flavor and excitement.

The type of flour used in making noodles is comparable to the tools and methodologies employed in the analysis. Meanwhile, the texture and thickness of the noodles resemble the direction of the analysis. For a successful BPI project, leveraging experience to select the most suitable tools and methodologies is crucial. This strategic choice ensures accurate analysis, aligning with the project’s goals effectively.

In ramen, oils and fats serve to enrich the broth’s flavor, adding complexity to the overall taste. Similarly, in the realm of BPI, user education plays a vital role. If users are not well-informed about the new process, they may prefer the original one, rendering the efforts of the entire project futile.

Finally, the toppings on the ramen symbolize the selection of technologies. Just as there can be an infinite combination of toppings in ramen, choosing the right set is essential to enhance the overall flavor. Similarly, in a BPI project, technologies act like toppings strategically added to enrich the final product.

 

David Liu_Ramen Process_Blanc Labs

David Liu’s Ramen Making Process

“Ramen is my go-to favorite, and exploring great ramen spots in downtown Toronto has been so much fun. Now, a quick heads-up—I’m not a pro chef, just a big ramen fan who enjoys watching ramen videos online.

So, here’s how you make it. First off, you start with making the broth. Boil stuff like bones, meat, and extra flavors to get a yummy base for your ramen.

Then comes the Tare, which is the seasoning. It’s usually made with soy sauce, salt, or miso. You mix it into the broth to amp up the flavor.

Next is making the noodles. Mix flour with water (sometimes carbonated water), stretch the dough, and cut it into noodles.

To make the broth richer, add some fats and oils. It gives the ramen that extra deliciousness.

Finally, to make it look cool and taste even better, add toppings like pork, seaweed, bamboo shoots on top of the noodles and broth. It’s like the cherry on top, making your ramen not just tasty but also a feast for the eyes.”

Feeling inspired by David’s journey? Want to supercharge your own business processes? Whether you’re craving insights on enhancing workflows or simply curious about David’s favorite ramen spots, he’s your go-to person! Reach out to David at davidl@blanclabs.com.

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BPI in Banking and Financial Services in the US & Canada

April 23, 2024
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Business Process Improvement in Financial Services in US & Canada

Banking and financial services are changing fast. Moving from old, paper methods to new, digital ones is key to staying in business. It’s important to think about how business process improvement (BPI) can help.

Financial Services
Banking Automation
Business Process Improvement
Articles

Business Process Improvement vs Business Process Reengineering 

April 08, 2024
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Business process improvement vs. reengineering is a tough choice. In this guide, we help you choose between the two based on four factors.

Financial Services
Business Process Improvement
Articles

What is the role of a Business Process Improvement Specialist? 

February 16, 2024
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Business Process Improvement Specialist in Canada

A business process improvement specialist identifies bottlenecks and inefficiencies in your workflows, allowing you to focus efforts on automating the right processes.

Financial Services
API Management
Open Banking
Financial Services

Open Banking Technology Architecture Whitepaper

February 13, 2024
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We’ve developed this resource to help technical teams adopt an Open Banking approach by explaining a high-level solution architecture that is organization agnostic.

Insight
AI
Enterprise Automation
Articles

These are not your grandmother’s models: the impact of LLM’s on Document Processing

January 22, 2024
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These are not your grandmother’s models: the impact of Large Language Models on Document Processing

Explore the transformative influence of large language models (LLMs) on document processing in this insightful article. Discover how these cutting-edge models are reshaping traditional approaches, unlocking new possibilities in data analysis, and revolutionizing the way we interact with information.

Financial Services
Integrations
Services
Case Studies

Blanc Labs Expedites the Development of Mortgage Product for Canada’s Top Brokerage

September 27, 2023
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Financial Services
AI
Banking Automation
Articles

Banking Automation: The Complete Guide

April 06, 2023
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Financial Services
Digital Banking
IDP
Company News

thirdstream and Blanc Labs collaborating to bring intelligent document processing to financial institutions

October 25, 2022
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Financial Services
Banking Automation
Digital Transformation
Articles

Challenges in Digital Lending

May 12, 2022
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Financial Services
Consumer Driven Banking
Open Banking
Articles

How Open Banking Will Empower Small Businesses in Canada

June 06, 2024
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small business owners benefitting from open banking technology

With 85% of business owners seeking faster access to capital in today’s challenging economy, Open Banking offers a way out. This guide explores how it addresses issues like high inflation and slow lending processes, aiding small businesses in navigating the evolving landscape.

Financial Services
AI
Digital Transformation
Articles

Align, Assemble, Assure: A Framework for AI Adoption

May 09, 2024
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An in-depth guide for adopting and scaling AI in the enterprise using actionable and measurable steps.

Financial Services
Advisory Services
Artificial Intelligence
Articles

Blanc Labs Welcomes Two New Leaders to Advance AI Innovation and Enhance Tech Advisory Services for Financial Institutions Across North America

May 07, 2024
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Blanc Labs and TCG Process have partnered to transform lending operations with innovative automation solutions, using the DocProStar platform to enhance efficiency, compliance, and customer satisfaction in the Canadian lending market.

Financial Services
Banking Automation
Enterprise Automation
Articles

Blanc Labs Partners with TCG Process to Integrate their Automation and Orchestration Platform and deliver Advanced Intelligent Workflow Automation to Financial Institutions

May 03, 2024
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Blanc Labs and TCG Process have partnered to transform lending operations with innovative automation solutions, using the DocProStar platform to enhance efficiency, compliance, and customer satisfaction in the Canadian lending market.

Financial Services
Business Process Improvement
Enterprise Automation
Articles

BPI in Banking and Financial Services in the US & Canada

April 23, 2024
Learn More
Business Process Improvement in Financial Services in US & Canada

Banking and financial services are changing fast. Moving from old, paper methods to new, digital ones is key to staying in business. It’s important to think about how business process improvement (BPI) can help.