Blog

From AI to Execution: Why AWS’s Ecosystem Strategy Matters for You 

Why AWS’s partner play is more powerful than ever—and how Robots & Pencils is positioned to deliver 

In our AWS Summit NYC recap series, we’ve explored the rise of agentic AI and the infrastructure upgrades making AI-native systems possible. 

But beneath the product announcements and keynote buzz, AWS made something else clear: the strength of your partnerships will define how fast—and how well—you can put this innovation to work. 

For Robots & Pencils, the AWS ecosystem isn’t just support—it’s a multiplier for speed, alignment, and delivery. 

From Tech Stack to Trust Network 

AWS isn’t just launching tools—it’s creating the environment for those tools to thrive. That means: 

  • New partner categories make AI solutions easier to find and deploy 
  • Training tracks and certifications speed delivery 
  • Direct connections between AWS teams, partners, and customers keep strategy aligned 

We saw it up close. From booths to breakouts to one-on-one meetings, the AWS Summit felt like an inflection point—not just for the cloud, but for the partner community driving its adoption. 

AWS Is Creating the Right Categories for the Right Moment 

With the debut of the “AI Agents & Tools” category in AWS Marketplace, partners now have a faster path to visibility—and customers have a clearer path to adoption. This is a win for agile teams with real capabilities, not just market hype, and it reflects something we wrote in the first article in our AWS Summit NYC recap series: 

“AWS is moving from models to agents—and that shift demands partners who can build systems that act, not just answer.” 

Robots & Pencils is already there, and this new Marketplace category gives us—and our clients—room to move faster. 

Training Isn’t Just Available—It’s Evolving 

At the summit, we participated in several partner enablement sessions focused on agentic AI, security, and cost-optimized architecture. The message: certification isn’t a checkbox. It’s an edge. 

With AWS investing $100M more into its Generative AI Innovation Center, that advantage is about to compound. AWS wants to scale partner-led innovation—and we’re leaning in hard, upskilling across engineering, architecture, and delivery. 

In second article in our AWS Summit NYC recap series, we covered the infrastructure that supports AI. Here, we’re talking about the people. AWS knows partner talent is the force multiplier, and so do we. 

Relationships Drive Better Results—For Us and Our Client 

Our team, including EVP Scott Young, CRO Patrick Higgins, and CTO Mark Phillips, had face time with AWS sales leaders tied to our current clients, plus strategic product and solutions teams. These weren’t “check-in” conversations. They’re forward-looking, roadmap-level discussions built on shared outcomes. 

Whether we’re supporting a retail loyalty rebuild or a health tech AI rollout, these connections ensure we can act fast, align fast, and deliver fast. When your partner relationships are strong, the technology moves quicker—and the value lands sooner. 

The Ecosystem is the Advantage 

We’ve already written about the power of AWS’s newest AI tools and smarter infrastructure. But tools alone don’t create transformation—ecosystems do. That’s what AWS is building, and it’s what we’re investing in. 

Robots & Pencils isn’t just an implementer. We’re a strategic partner moving with speed, clarity, and intent—ready to deliver value inside the AWS ecosystem. 

Want to move fast and scale smart? Let’s connect. 

Modernization Reloaded: AWS Doubles Down on Smarter, Faster Cloud 

How AWS’s latest updates eliminate blockers and set the stage for AI-native transformation 

At the AWS Summit in New York City, intelligence wasn’t the only thing getting an upgrade. While agentic AI stole the spotlight, AWS also made quiet but critical moves to reshape the infrastructure that supports it. 

From cost-cutting vector storage to smarter metadata and new observability layers, AWS is making modernization faster, cheaper, and smarter. For teams looking to move from legacy to intelligent systems, that’s a big deal. 

If the first article in our AWS Summit NYC recap series was about what AI can do, this one’s about making sure your cloud stack is actually ready for it. 

Cloud Modernization, Reinforced 

It’s easy to get distracted by what’s new. But speed, scale, and AI-powered outcomes all depend on something foundational: modern cloud infrastructure. 

The updates announced at AWS Summit 2025 directly support that foundation—and align perfectly with how Robots & Pencils helps clients rethink legacy systems. 

AWS Is Slashing Cloud Costs Without Sacrificing Power 

S3 Vector Storage (preview) 

AWS introduced a native vector store for S3—giving teams tight integration with Bedrock, SageMaker, and OpenSearch, while reducing cost by up to 90% compared to third-party solutions. That’s not an edge case. That’s budget back in your pocket. 

Expanded Metadata & Real-Time SQL Querying 

Full metadata visibility with live inventory and journal tables means real-time insight is now baked in. It’s the kind of friction-removal that makes data usable across your org—not just readable. 

At Robots & Pencils, we’ve seen firsthand how cloud-native data optimization shortens AI time-to-value. These updates accelerate that even further. 

Observability, Debugging, and Dev Speed Just Got Easier 

EventBridge Logging Enhancements 

Lifecycle-level logging is now standard, making it easier to debug event-driven architectures—no more piecing together what happened across services. 

Kiro IDE + Model Context Protocol (MCP) 

While technically AI-adjacent, these tools boost developer velocity across the board. Kiro brings planning, debugging, and doc automation into one place. MCP helps agentic systems (or any cloud-native system) understand and interact with AWS services seamlessly. 

For modernization teams, that means less time wrangling services—and more time building smart, secure flows. 

Robots & Pencils Is Already Delivering This Way 

Our approach to modernization goes beyond lift-and-shift. We build cloud-native platforms that support intelligent apps, real-time data, and adaptive workflows—without the bloat or bottlenecks of traditional systems. 

What AWS announced this year strengthens everything we already do 

  • Replace always-on costs with serverless efficiency 
  • Automate observability and real-time debugging 
  • Build pipelines that feed AI-native systems from day one 

From deconstructing monoliths to activating AI in production, we’re helping clients modernize with clarity, not chaos. 

Now Is the Moment to Rethink Your Stack 

The future of AI is exciting—but only if your infrastructure is ready to support it. 

AWS just made that a lot easier. And Robots & Pencils is already building on it. 

If your systems are weighed down by legacy code, redundant services, or “modern” platforms that still require constant manual oversight—now’s the time to act. 

Let’s modernize with purpose—and build a stack that’s ready for what’s next. 

The Future Is Agentic: AWS Summit Reveals the Next Leap in AI Strategy 

Why the next wave of AI will be built on agents—and why Robots & Pencils is already ahead 

At the AWS Summit in New York City, one thing was clear: AI is no longer just answering questions—it’s taking action. From keynote to demo floor, AWS unveiled a future powered by agentic AI—intelligent systems that don’t just respond, but plan, adapt, and operate with autonomy. 

This marks a major shift. The conversation has moved from models to agents—and AWS is giving companies the infrastructure to build them at scale. 

For Robots & Pencils, this is more than momentum. It’s validation. We’ve spent years architecting systems that think, adapt, and deliver. Now, with AWS’s newest tools, that future is fully in reach—and we’re ready to help clients lead it. 

Beyond Prompts: The Rise of Autonomous Agents 

Agentic AI marks a shift from generating content to driving decisions and completing tasks. These aren’t just smarter bots—they’re systems designed to act with purpose. Think of them as AI that collaborates with your team, not just informs it. 

For builders, businesses, and end users, this leap is transformational. At Robots & Pencils, it plays directly to our strengths: engineering that scales, design that connects, and AI that delivers valuable results. 

AWS Is Building the Agentic AI Stack 

Enterprise-Grade Agent Infrastructure Is Here 

Swami Sivasubramanian, AWS VP of Agentic AI, used his keynote to spotlight Amazon Bedrock AgentCore—a modular framework to build secure, scalable agents. Memory, identity, tool access, sandboxed code execution, and observability are all built in. It’s everything teams need to deploy AI agents that can work within real-world systems. 

Alongside AgentCore, AWS previewed S3 Vector Storage, a native, cost-effective store for embeddings that integrates directly with Bedrock, SageMaker, and OpenSearch. For teams building intelligent systems, this is a game-changer—bringing speed, scale, and cost efficiency to AI memory and context handling. 

At Robots & Pencils, we’re already designing systems that think and act. These new tools expand what’s possible. 

The Tooling Finally Matches the Vision

Agentic AI requires new workflows—and AWS delivered. 

  • Kiro IDE gives developers a space to plan, debug, and document agent behavior. 
  • Strands 1.0 SDK accelerates multi-agent system builds, reducing dev cycles from months to hours. 
  • Model Context Protocol (MCP) introduces APIs and knowledge servers that help agents query AWS services natively. 

These aren’t experiments. They’re accelerators. And for a company like Robots & Pencils—where agile, full-stack delivery is the norm—they remove friction and unlock faster, smarter builds. 

This Is Exactly What Robots & Pencils Was Built For 

Agentic systems need more than prompts. They need cloud-native infrastructure, data pipelines that support real-time decisions, and UX designed around action—not just output. 

That’s what we do. 

From embedded co-pilots and intelligent routing to workflow automation and secure orchestration, we’ve been building agentic foundations long before they had a name. Now, with AWS’s latest tools, we can go further—and faster. 

Ready to Move from AI Theory to AI Action? 

Agentic AI is here. AWS isn’t just talking about it—they’re building the stack to make it real. 

And Robots & Pencils is ready. 

We’ve got the engineering muscle, the UX insight, and the AWS expertise to help you build the next generation of intelligent systems—systems that don’t just assist, but act.  

Don’t wait for the future. Let’s start building it. 

Tony Antonelli Joins Robots & Pencils as CFO to Fuel AI-Driven Growth with Financial Precision 

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced the appointment of Tony Antonelli as its new Chief Financial Officer. Known for his sharp financial acumen, pragmatic leadership, and deep experience across SaaS, consulting, and manufacturing, Antonelli takes on this expanded role as the company enters a bold new chapter of expansion and AI-first innovation. 

The appointment comes on the heels of a leadership shift at Robots & Pencils, with tech entrepreneur and scale-up veteran Leonard Pagon Jr. stepping in as CEO. Pagon is also the founder of Next Sparc, a Cleveland-based private investment firm focused on scaling high-potential businesses. Over the years, Antonelli has held key finance leadership roles within several of Next Sparc’s portfolio companies — including Tiger Pistol, where he continues to serve as CFO, Revel Bikes, and now Robots & Pencils, making this a reunion built on deep trust and shared momentum.  

“Tony is a powerhouse. He brings the right mix of focus, agility, and strategic thinking to help us scale smartly in this era of explosive AI opportunity,” said Pagon. “Over the years, I’ve trusted him to navigate complex challenges. He brings a rare ability to combine financial discipline with operational speed, exactly what we need as we accelerate into this next phase of growth. He’s not just a CFO. He’s a thoughtful business partner.”  

Antonelli brings two decades of experience to the CFO seat. In addition to his ongoing role at Tiger Pistol, he previously served as CFO of Revel Bikes and began his career in public accounting at Skoda Minotti (now Marcum), rising to manager before moving into audit and FP&A at Scott Fetzer. He’s known for translating financial strategy into results, optimizing capital structures, and leading high-performing teams that support rapid, sustainable growth.  

“I’ve watched Robots & Pencils grow from a mobile pioneer into a world-class digital innovation firm,” said Antonelli. “What excites me is the team’s unique ability to move fast, think differently, and deliver meaningful business results through technology. We’re not just embracing AI; we’re doing it the right way — with human-centered, AI-enabled solutions that are grounded in real-world impact. I’m here to help scale that success with focus and financial discipline.”   

Antonelli holds BBA degrees in Accounting and Business Law from Ohio University and is a licensed CPA. In 2022, he was named to Crain’s Cleveland Business Notables in Finance. He also serves as Treasurer and Board Member for the Kidney Foundation of Ohio. His appointment reinforces Robots & Pencils’ commitment to pairing bold innovation with operational excellence.  

Robots & Pencils Appoints Scott Young as Executive Vice President of Growth and Strategic Alliances 

Robots & Pencils, an AI-first digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced the appointment of Scott Young as Executive Vice President of Growth and Strategic Alliances. A veteran of the consulting industry with over 20 years of revenue growth leadership, Young rejoins the company to lead the expansion of strategic partnerships and accelerate client transformation efforts across its global delivery footprint. 

Young brings decades of experience developing technology alliances, creating long-term client strategies, and driving platform-based value. His career spans roles at Deloitte, EY, Publicis Sapient, and Zilker Technology, with deep specialization in building and scaling partner ecosystems. Notably, he previously served as SVP of Business Development at Robots & Pencils, making this a return marked by renewed opportunity and momentum. 

“Scott’s talent has always been a growth accelerator,” said Leonard Pagon, CEO of Robots & Pencils. “Across ventures, from Brulant to Rosetta to Robots & Pencils, Scott and I have built transformative technology businesses together. He knows how to scale. He knows how to partner. And most importantly, he knows how to connect clients with the right strategies and platforms to win.  He is the best I have ever worked with and now we are back together!” 

Robots & Pencils integrates the capabilities of wicked smart engineers and UX professionals to seamlessly deliver globally across centers of excellence in Canada, the U.S., Eastern Europe, and Latin America. Young’s return coincides with the company’s focused push to deepen partnerships with industry leaders including AWS, Salesforce, and Databricks, and to help clients modernize applications with AI-infused cloud native strategies. 

“From the moment I reconnected with the team, I could feel the energy and see the innovation,” said Young. “Robots & Pencils offers the ideal ‘Goldilocks’ size for clients.  We have significant horsepower to rapidly deliver innovative scalable solutions, and the kind of nimbleness and focused ‘navy seal’ teams that can land on the client and rapidly make an impact that you just don’t find at traditional systems integrators. I’m beyond excited to be back and to be working again with one of the most talented teams in the business.” 

Young has a long-standing working relationship with Pagon, having helped scale Brulant from 25 to 500 employees in just five years before its successful sale to Rosetta. His return marks a strategic inflection point as Robots & Pencils advances its mission to leverage an AI-first Cloud native approach to disrupt the mega-sized Global Systems Integrators targeting Financial Services, Health Tech, Education, Consumer, Energy, and Technology sectors. 

Young holds a BS in Computer Science from Allegheny College, and both an MS in Computer Science and an MBA in Finance from the University of Pittsburgh. 

Proven Scale-Up Entrepreneur Len Pagon Jr. Steps in as CEO to Accelerate Robots & Pencils’ AI-First Ascent

Robots & Pencils, an AI-first digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced Leonard Pagon Jr. as its new Chief Executive Officer. A proven entrepreneur, tech visionary, and scale-up veteran, Pagon’s return to the C-suite marks a turning point for Robots & Pencils. The firm is sharpening its edge and setting its sights on outpacing traditional global systems integrators with speed, precision, and a challenger’s mindset.

Pagon is no stranger to building transformative companies. As founder and former CEO of Brulant, he scaled the business into the third-largest privately held interactive agency in North America, leading its merger with Rosetta and eventual sale to Publicis. Since then, he has focused on backing and scaling high-growth businesses through his family office, Next Sparc Growth Partners.

In 2017, Next Sparc acquired Robots & Pencils. As Chairman, Pagon has spent the last eight years watching the firm evolve from an early mobile pioneer into a full-stack consulting disruptor. Now, after 17 years away from the CEO seat, he’s stepping back in to lead the company into its most exciting phase yet.

“I was compelled to step into the CEO role because of the amazing UX and engineering talent we have, as well as the generational opportunity in front of us to become an AI-first consulting leader,” said Pagon. “Next Sparc acquired Robots & Pencils eight years ago, so I’ve had a front-row seat to the incredible work this team has done. We were building mobile apps back when the iPhone launched. We were early adopters of machine learning, blockchain, and the cloud. Now, I believe we’re uniquely positioned to help clients capitalize on AI, the most disruptive wave yet.”

With global centers of excellence across North America, Latin America, and Eastern Europe, and deep partnerships with AWS, Salesforce, and Databricks, Robots & Pencils blends elite engineering talent with intuitive UX design. The firm deploys focused, high-impact teams to accelerate results in Financial Services, Health Tech, Education, Energy, and Consumer industries.

“I’m hearing the same thing from CEOs everywhere: they’re struggling to move fast enough to experiment with and exploit these breakthrough technologies,” Pagon added. “Robots & Pencils can scratch that itch. Our teams operate like Navy SEALs – nimble, deeply skilled, and designed to deliver real business value quickly. I’m excited by the challenge ahead and fired up to lead this next phase of growth.”

Under Pagon’s leadership, Robots & Pencils is doubling down on its mission: to help clients modernize legacy systems, experiment and activate AI, and build digital experiences that scale – without the bus loads of consultants, high rates, or sluggish delivery cycles of legacy consultancies.

In addition to his new role as CEO of Robots & Pencils, Pagon will continue to serve as Chairman of Next Sparc. Outside the boardroom, Pagon is deeply committed to philanthropy and wellness. He serves on the steering committee for VeloSano, is Vice Chair of YPO’s global Health and Wellness network, and is a trustee of the Pagon Family Foundation.

Insurance Customer Experience: What Trends and Priorities Matter Most

How to Level up the Insurance Customer Experience

Insurance companies have made meaningful strides in the digital realm over the last decade. For example, many have improved apps and websites for policyholders. They now use analytics to assess risk, detect fraud, and segment customers. Insurers are adding automation to streamline and improve underwriting, claims processing, and customer service. At the same time, usage-based insurance and other innovative products are growing more common. To compete in this evolving industry, companies must continue to invest in digital transformation and improving the insurance customer experience (CX).

Top Priorities for Improving the Customer Experience in Insurance

Strategic leaders and product owners know the importance of the digital experience for insurance customers. It’s about winning new customers and keeping the ones you already have. To do so, digital channels must extend their services, not just explain or promote them. Best-in-class experiences feature: 

  • Self-service options
  • User-centered interactions
  • Connected digital channels
  • Personalized, data-driven experiences

Let’s look at how to master each one.

Empower Insurance Customers with Self-Service

Customers want easy-to-use self-service options for getting things done. Policy renewal and updates, claims processing, document management, and customer support should all be available online. Adding these tools reduces the workload for agents. As a result, customers will no longer have to wait for the next available representative. Instead, they can manage policies and claims anytime on-demand. 

Design User-Centered Interactions

Applying user-centered design across platforms is essential to a good insurance customer experience. For insurers, the goal is to simplify something that was historically complex. Every task should be straightforward, from filing claims online to checking policy details. When an incident occurs, customers are already stressed. The last thing you want to do is make them feel worse. 

Think of digital claims filing and tracking as a starting point. It’s good, but it’s not enough. The next step is to streamline these and other processes. Specifically, you need intuitive interfaces and clear navigation pathways that help customers manage their insurance needs. 

When building and updating digital products, prioritize what is best for the user. User research and testing will help you pinpoint and address friction points in the customer journey. Straightaway, these efforts will reveal insights for revamping products and services to elevate customer satisfaction.

Unify the Insurance Customer Experience

Businesses often have websites, customer portals, mobile apps, chat systems, and more. Each platform should have streamlined workflows and a consistent experience. Ideally, your customers will be able to move between them with ease. User experience designers can help ensure this ease of use and consistency across channels. Creating seamless customer journeys will also likely require automating internal processes, improving data integrations, and modernizing backend systems.

Personalize Customer Journeys and Products with Data Analytics

One-size-fits-all policies are a thing of the past. Today, insurers use analytics to study individuals and strategic groups. They can learn about customer needs, behaviors, and preferences. This data can help personalize everything from how customers interact with digital channels to the policies and services they receive. 

Businesses can use data analytics to tailor their offerings and recommend policy changes that benefit customers. Insurance companies can also use analytics to create and target customer segments with personalized offers and communication. For example, predictive analytics can identify customers at risk of policy lapse or who need alternative coverage options. With these insights, you can proactively engage customers and address their needs. 

Moreover, data analytics allows you to continuously optimize digital experiences based on real-time feedback and performance metrics. By analyzing how customers interact with each channel, you can uncover areas for improvement and refine your strategies.

Digital Trends in Insurance Customer Experiences and Products

We’ve previously covered some critical digital transformation and CX opportunities for insurance companies. But while optimizing your product today, you must also prepare for tomorrow. Understanding changing customer preferences, technology advancements, and regulatory changes gives you market agility. In short, it keeps you from playing catch-up. To that end, here are some insurance customer experience trends and offerings that excite us.

Usage-based Insurance (UBI)

UBI is gaining popularity. It is especially prominent in auto insurance, where premiums fluctuate based on the actual usage of the insured vehicle. This trend follows the rise of telematics and IoT devices that track how we drive.

Ecosystem Partnerships

Insurance companies are forming alliances with other industries to bundle services and create more value for customers. For example, companies may offer insurance coverage as part of a car purchase or home rental.

Prevention and Wellness

Insurers are increasingly helping customers prevent risk and improve their health and well-being. They offer wellness programs, discounts for healthy behavior, and other proactive risk management services.

Integrated Payment Solutions

Integrating payment methods into digital platforms is convenient for customers. Further, this strategy expedites premium payments, refunds, and claims payouts. Options include automatic bank withdrawals, real-time payments, and mobile payment apps.

Embedded Insurance

When insurance is embedded into transactions and products in other industries (e.g., retail, travel, automotive), paying for insurance products becomes part of the overall purchase experience. It becomes more integrated and less intrusive for the customer.

Pay-Per-Use Models

Similar to UBI, pay-per-use models adjust premiums based on the actual use of the insured asset or service, directly tying payment to risk exposure.

Achieve Lasting Success in Insurance

The checklist for great insurance customer experiences and products includes user-centered design, self-service, data-driven personalization, and interconnected digital touchpoints. Lasting success requires a comprehensive, forward-thinking strategy that prioritizes customer wants and needs. By doing so, insurance companies can meet evolving expectations and forge more substantial, meaningful connections, driving growth and success in the digital era.

If you want to level up your customer experience, Robots & Pencils can help. We work with leaders across industries to build high-impact digital experiences that create and accelerate business revenue. Complete our contact form or email hello@robotsandpencils.com to learn more.

4 Common Barriers to Organizational Innovation

As we help organizations undergo digital transformation and launch innovative new products, the same issues keep popping up. Below are the most common barriers to organizational innovation we encounter and advice on how you can overcome them.

Top Barriers to Organizational Innovation and Change

Barrier 1: Not Actively Encouraging New Ideas

To facilitate innovation, everyone must know their ideas are welcome, no matter their role or seniority. Innovation challenges, competitions, or hackathons that involve everyone are a great way to encourage creativity. Leaders can also incorporate the mindset of continuous improvement in smaller ways. For example, make it easy for anyone to share suggestions. In recurring meetings, dedicate time to soliciting and discussing new ideas. When implementing ideas, celebrate or reward the teams or people where they originated. As always, consider your culture and what people are used to as you look for ways to make innovation a fun and welcome part of the workday.

Barrier 2: Not Engaging Stakeholders

The success of any new initiative depends significantly on knowing and engaging your stakeholders. Talk openly and regularly with your teams about where the organization and individual processes can improve. Weigh their input when deciding what to prioritize. After you make decisions, share updates on your plans and reasoning.

How you communicate is also vital. Ask the people involved how they like to receive information and updates. By email? Town halls? Conversations with department leaders? At a minimum, leverage channels people are familiar with. If, for instance, CEO videos come out quarterly, provide your change talking points for the CEO to communicate. 

The same goes for training. You cannot assume what will be most effective. Some groups may prefer instructor-led sessions over independent learning and vice versa. Some people learn better by reading, and others by watching. Work to discover and accommodate the various preferences among your teams and organization.

Barrier 3: Not Monitoring Change Progress

Don’t wait until the end to see how the plan went. Assess the completion of each change plan activity as it happens. Watch the outcomes over time. These indicators might include customer satisfaction scores, adoption rates, training participation, or performance improvements. You can also obtain feedback to understand how team members are reacting to the change. 

Regular monitoring will allow you to fix issues faster when they arise. Whenever you do miss the mark, be transparent. Don’t sweep it under the rug. Talk about it, plan around it, and decide how to address it. Likewise, if you need to change direction, let others know that you understand what’s going on and what you will do to make it better. 

Barrier 4: Not Celebrating Wins

When your employees or customers benefit from change initiatives and innovation, share those stories! Give concrete examples of how the change is helping the business and individuals. You can keep this messaging internal or use social media to bring the news to a large audience. Either way, these communications can inspire more people to adopt proposed changes. It can even get them thinking about new ways to improve organizational processes. You can also build excitement by celebrating project milestones with swag or other benefits and perks your employees will appreciate. 

Break Down Barriers to Innovation in Your Organization

An innovative organization is always experimenting, iterating, and evolving. While each change unlocks growth opportunities, few organizations achieve innovation without encountering barriers and roadblocks along the way. As you innovate, you have to understand the impacts on employees. Successful innovation requires knowing how your culture and people will accept and adapt to the change. The right strategy accounts for those factors. Targeted communication and support will be vital as you assess, plan, execute, and reflect on your change initiative. In every case, innovation should start with careful listening, in-depth planning, and an abundance of empathy for everyone involved. 

If you’re preparing for a change or looking to create a culture of innovation, Robots & Pencils can help. Check out our on-demand Change Management webinar, and contact us today at hello@robotsandpencils.com

A Proven Process for Integrating AI into Your Systems

3 Stages for Integrating AI into Your Products, Workflows, and Technology

When integrating AI into your business, product, and UX development processes, the best approaches combine research and experimentation. As you uncover, explore, and test opportunities to drive impact with AI, you must remain intentional and open-minded at every step. Large language models (LLMS), in particular, are easy to connect to applications. On the other hand, figuring out how well they perform in specific situations and optimizing their performance is complex and unpredictable. 

Below is the three-stage process Robots & Pencils uses to solve these problems and align leading LLM technology with your strategic goals. These stages offer a well-planned trajectory for integrating AI while rapidly de-risking efforts and accelerating return on investment.

Stage 1: AI Strategy and Planning 

This stage involves learning, understanding, and aligning stakeholders around your top AI use case or product opportunity. Clients will undergo a guided discovery process. Specifically, you and your teams will consider what product or process you want to optimize. You’ll discuss short- and long-term goals and decide how to measure success. You’ll also identify known risks. With this information, you can begin to select and prioritize features for your AI-based product.

At this point, our consultants support you in thinking about change management. Addressing this early will help employees stay aligned and on board with integrating AI into their workflows. Proper change management prevents changes from seeming too abrupt. It also alleviates fears about AI and its implications for your team’s jobs.

You can often complete the planning stage in a couple of weeks. However, expect to return to it regularly for different applications and business opportunities. 

Stage 2: Risk and Solution Exploration

In stage 2, you explore and address risks to pave the way for a smooth road ahead. Here, we help you build out and determine how AI integrates and engages your technologies and systems. This phase focuses on defining the UI framework, platform, prompts, tech, data, sources, and training models. We cover everything you need for building a new product or integrating AI into an existing system. As we analyze front- and back-end requirements, our designers create illustrative flows for the UI. At the same time, our engineers experiment with conversational prompts. The goal is to determine what best generates the desired conversational flows. 

Together, we will locate essential tools, technologies, and integrations we can leverage to build the platform. We will identify data sources, ML models, and custom training needs. This stage also covers evaluating tools and platforms that may accelerate learnings or actual product-build efforts. We also collaborate with you to identify industry-specific regulations and other business risks. As needed, we consult legal or compliance teams to de-risk these items ahead of development and launch.

Stage 3: Prototyping and Development

In this stage, we bring your ideas to life with a functional AI-powered prototype. Here, we design and build your Proof of Concept, connect integrations, and measure and test efficacy.We focus on the experience first and iteratively refine AI prompts. From there, we measure the consistency and quality of the AI output and perform usability testing. 

To provide an experience you and other stakeholders can easily interact with, we prototype the key UI features that govern the expression of the LLM. These features can include chat, visualization, and video. On the back end, we connect the prototype front end to the LLM, data sources, and other functional integrations. This period is also an opportunity for building a road map with project findings, prioritized features, and remaining risks.

Keys to Successfully Integrating AI into Your Tech

Applying design thinking to your LLM project is imperative to success in every stage. In design thinking, you empathize with and prioritize user needs in selecting and defining product features. This approach ensures that the resulting product aligns with actual use cases and directly addresses user challenges and desires. 

Another vital step is de-risking features to identify potential pitfalls or challenges early on. Using Agile development is also valuable. Agile installs a safety rail for your feature development. It enables incremental improvements, feedback loops, and adaptability so that your AI prototype evolves efficiently and effectively to meet the desired outcomes.

In all, the process of introducing AI will vary for everyone. Still, by following a systematic framework like the one above, your company can better navigate the complexities of AI implementation. Using a proven framework will ensure a strategic and effective deployment of artificial intelligence technologies for your employees and customers.

Ready to get started on your LLM project?

Learn more about our AI & Data Science practice online, and email us at hello@robotsandpencils.com!

Insurance Digital Transformation Challenges and Solutions 

5 Challenges Slowing Down Insurance Digital Transformation

As insurance providers modernize and optimize products and experiences, challenges are unavoidable. In this blog, we look at the top issues in digital transformation that insurance companies face and how to overcome them.

 1. Paper Problems 

Are you switching from paper-based processes to online, automated workflows? If so, it’s crucial to incorporate modern customer and employee expectations into your transition. In other words, don’t just move an analog process to a digital space. First, evaluate your existing paper process. What works? What’s broken? What would be easier for the people involved? Now is the chance to improve your processes. Rebuild them around what customers, employees, or brokers actually want.  

UX specialists can provide services and expertise in building system architecture and workflows to support user needs. They can do research and usability tests that help you make strategic choices for your customers and employees. Designing new processes with users at the center will ultimately boost adoption and satisfaction. 

2. Too Many Clicks 

Dealing with insurance can be tedious. Anyone will admit it. So many tasks are involved. There’s policy selection, data entry, verification, and payment processing, to name just a few. These steps can add up to a ton of clicks and frustrate users. Some users may eventually give up. Customers may even switch providers.

To streamline your workflows and keep customers engaged, analyze your current processes and user journeys. Look for bottlenecks, unnecessary steps, and areas for improvement. There are often multiple places to simplify processes by integrating systems and automating repetitive tasks. With your findings, you can design a more efficient experience. Even something like adding intelligent form autofill can save employees and customers time. 

By applying UX design best practices during a digital transformation, insurance companies can create experiences that save everyone time. As a result, work will get done faster, and customers and employees will be happier. 

3. Varying Customer Preferences

Creating products that meeting customer preferences is a key part of digital transformation in insurance and elsewhere. However, different customer groups have varying insurance needs and preferences. For instance, younger customers want digital convenience and personalization. On the other hand, older customers value traditional customer service and comprehensive coverage. This variability can pose challenges in product development.

To address these challenges, companies can create products with distinct views and offerings for each customer segment. They can also empower staff to customize products for each customer. Customers and employees should be able to easily personalize insurance packages based on risk profiles, life stages, or preferences.

Having communication options, such as social media, email, chat, phone, and mail, also helps you cater to customer preferences. To get this right, not only should every channel be easily accessible, but all interactions must be tracked and integrated into the digital platform. This connectivity will allow customers to jump seamlessly from one channel to the next. However they want to communicate, everyone should have a personalized and positive experience. 

4. Risky Business

Delivering highly personalized experiences starts with data. Yet insurance information is full of sensitive personal and financial data. Cybersecurity is a serious industry concern. Companies must find a way to use this data without increasing risk to the business. Fortunately, there are tried and true methods to ensure strong security, including:

  • Implementing robust encryption to protect data in transit and at rest
  • Using intuitive but strict access controls so that only authorized customers and personnel can access sensitive data 
  • Informing customers on how you use and protect data and allowing them to manage preferences
  • Incorporating controls across channels and interfaces via multi-factor authentication, regular security updates, and secure connections 
  • Educating employees on data protection and confidentiality best practices
  • Continuously assessing and mitigating data handling and processing risks

5. Outdated Tech and Fragmented Data

Customer experience is a top priority, but your employees matter too. Their needs deserve your attention. Back-end technology and data availability are as essential as the front-end. Employees can’t deliver on the customer satisfaction gains promised by shiny new customer-facing products if your systems are confusing to use or data is locked away in silos.

When planning a digital transformation in your insurance company, consider both internal and external technology. Employee experience and satisfaction (or frustration) directly impact the customer experience. Enhancing and automating internal processes will, in turn, improve external experiences. These processes include underwriting, billing, and other operational activities. Increasing data sharing and speeding up low-value tasks can have big payoffs. System integration and data visibility are vital for making interactions between customers and employees go smoothly.

Let’s Talk Insurance and Digital Transformation!

Want to create more engaging and personalized customer experiences? Ready to grow employee satisfaction and productivity? We can help. Contact us at hello@robotsandpencils.com today.