Introduction

From Document capture to IDP

For many years, document capture has been limited to “scanning” paper, applying OCR and supplying a DMS.

Today, organisations need to supply their business processes in real time with qualified information, to take on a growing number of new formats and channels and to detect the risks of fraud and non-compliance, which are on the increase.

In the 2020s, automation is reinventing itself.
It is moving towards the era of intelligent document processing (IDP – Intelligent Document Processing) based on increasingly efficient robots and AI engines. As a bonus: improvement of the experience for customers/users, more productivity and security for organisations

dematerialisation-documents

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Focus

AI at the heart of document capture

Situated between ultra modern front-office (web portals, mobile applications, etc.) and back-office (CRM, ERP, etc.), “operating processes” are now the poor relations of the digitisation of the customer journey. However they are what really make the services work!

  • 58% of managers of administrations acknowledge that the majority of their business processes require full or substantial manual processes2
  • 3 out of 4 insurance companies only automate tasks and not processes as a whole3

Results: bottlenecks, risks of errors and a lack of visibility, causing harm to the customer experience, operational efficiency and regulatory compliance.

Winning the customer experience battle now involves digitising business processes end-to-end and omnichannel capture of documents
as far as electronic signature.

After back and front office, there is now room for the 3rd wave of digitisation: that of operating processes!

Key points

Automating all documents, managing all use cases

Harmonisation of the customer experience, whatever the channel used, is essential for 71% of respondents4. Whether it is case of submitting an insurance claim, applying for a mortgage or applying for welfare benefits, they want to be able to share documents whether by email, letter or web or mobile portal… through a simple, seamless “customer journey”.

Faced with the multiplicity of people and methods of interaction, all organisations are confronted with the same problem: how can they uniformly process documents transmitted via these different channels?

A genuine omnichannel capture strategy combined with automation of business processes meets the challenges of customer satisfaction and operational efficiency.

Omnichannel capture makes it possible to process any type of document automatically, whether it is uploaded to a portal, received as an email attachment or scanned at a branch. The most efficient solutions include robots for intelligent document processing and fraud detection based on AI, which extract and check all the data. These processes may be carried out either in batch processing (back office) or in real time during uploading of a document by the customer to a portal (do-do) to respond to all customer behaviours.

  1. AIIM, State of the IIM Industry 2020: Are You a Digital Transformation Leader or Follower?
  2. Accenture, Putting intelligent automation to work for federal, 2019
  3. L’Assurance en Mouvement – ITESOFT Survey, 2019
  4. LSA/HiPay, “Omnichannel, a priority for customers”