How AI-powered automation transformed accreditation at the Better Business Bureau

Accelerating accreditation with AI-driven workflow automation

For over a century, the Better Business Bureau (BBB) has been a trusted leader in evaluating business practices and consumer protection. But its manual, outdated accreditation process made it difficult to scale, slowing down revenue-driving operations.

With licensing requirements varying by business type, size, and location, BBB agents faced a time-consuming challenge: manually verifying information across different sources. These inefficiencies led to increased costs, bottlenecks, and limited productivity.

AI-powered automation: A game-changer for efficiency

To solve this challenge, BBB partnered with IBM and Salient Process to deploy AI-driven workflow automation, integrating:

✅ IBM watsonx Orchestrate™ – Automates repetitive workflows and reduces manual effort
✅ IBM Operational Decision Manager – Simplifies complex business rules for faster, more accurate decision-making
✅ IBM Watson® Discovery – Extracts critical data insights for accreditation evaluation
✅ IBM Blueworks Live – Optimizes process mapping for streamlined operations

This end-to-end automation allowed BBB agents to access critical data instantly, removing manual friction and increasing efficiency.

1,000+ hours saved, $1.5M in potential cost savings

The impact of AI-powered automation was immediate and measurable:

✔ Over 1,000 labor-hours freed up, allowing agents to focus on higher-value work
✔ Potential cost savings of $1.5M annually, reducing operational expenses
✔ Deployment in just one week, demonstrating agility and adaptability
✔ Seamless system integration, ensuring a smooth experience for internal teams and external stakeholders

Driving productivity and cost savings with AI automation

This success story proves that AI-driven automation isn’t just about efficiency—it’s about business growth. By eliminating manual processes, organizations like BBB can accelerate revenue-generating operations, reduce costs, and improve scalability.

Want to see how AI-powered automation can transform your workflows?

👉 Read the full case study

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