Process Discovery and AI Prototype for an International Professional Services Group
An International Professional Services Group
About this project
Our Role
The organisation faced operational challenges with high-volume renewals and lodgement processes that were heavily reliant on manual effort, creating substantial cost, delay, and risk. MXA was engaged to quantify the opportunity for automation and validate an Artificial Intelligence approach that could handle routine tasks efficiently without compromising quality or accuracy.
The Challenges
These high-volume functions were heavily reliant on manual work, creating cost and efficiency opportunities, delay, and operational risk. The organisation sought to modernise these operations but required a safe, evidence-based pathway. The challenge required careful project and change management to ensure the proposed solution was viable and acceptable to the workforce.
Our Approach
MXA led a rapid, human-centred engagement. We applied a desirability, viability, and feasibility filter to select the right processes for automation and mapped the current state across multiple firms. We sized opportunities and produced a strategic delivery plan with a detailed business case identifying the return on investment. To demonstrate the change tangibly, we built a prototype in Microsoft AI Studio that ingested client emails, risk-profiled requests, and produced standardised outputs. We designed human-in-the-loop workflows where high-risk cases were automatically escalated to staff, ensuring technology augmented rather than replaced human oversight.
Results
The project successfully validated the hypothesis on where and how to implement AI, moving the client from uncertainty to a clear course of action. The work confirmed the optimal starting point for process improvement, preventing wasted effort on low-value areas. After our engagement, the client approved funding and has begun building the AI capability to execute the business case we developed. The organisation now has a verified roadmap to reduce manual effort in high-volume areas, allowing staff to focus on more complex, value-added tasks.
