Abstract: According to some embodiments, an insurance business process may have a series of business process actions. Moreover, point of service customer interaction data associated with the insurance business process may be received along with external third-party information associated with a context of the insurance business process. Based on the external third-party data, the point of service customer interaction data may be systematically analyzed to identify a trend. The trend may be analytically mapped to a first business process action in the insurance business process. An indication of a recommended change to the first business process action may then be output based at least in part on the identified trend.

Abstract: According to some embodiments, an indication of a selected metric to be predicted, such as an insurance related metric, may be received. A system may analyze historical information to automatically determine a set of relevant underlying factors for that selected metric and a predictive model may be created. One or more future scenarios associated with an impact on relevant underlying factors may be defined, and a series of predicted impacted future values may be identified for those impacted relevant underlying factors. A series of impacted future values may then be predicted for the selected metric based on the predicted impacted future values and the predictive model.

Abstract: According to some embodiments, an insurance business process may have a series of business process actions. Moreover, point of service customer interaction data associated with the insurance business process may be received along with external third-party information associated with a context of the insurance business process. Based on the external third-party data, the point of service customer interaction data may be systematically analyzed to identify a trend. The trend may be analytically mapped to a first business process action in the insurance business process. An indication of a recommended change to the first business process action may then be output based at least in part on the identified trend.