In the insurance sector, the assignment of business transactions to operational roles in the business process is a complex task that usually requires human intervention due to the lack of efficient and powerful automated decision making tools. A number of mechanisms and methods have been proposed to improve workloads' allocation in core business process in the insurance industry. This paper describes a novel solution, the iDispatcher, to efficiently assign and balance business transactions to line operators, in particular in the processes of underwriting and issuing policies. It is based on the use of a business rule engine that evaluates the intrinsic properties of a particular transaction and the specific abilities and technical skills of all available operators to find the best match. The iDispatcher benefits key business results by generating a more efficient operation based on the correct assignment of business transactions using a flexible and dynamic solution. The insurance companies will be able to make the right decision in the right moment for every incoming business request, and this represents a strategic difference in the market.
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