Requests for credit or allowances, opening of an account or entitlement, declaration of loss, change of circumstances, complaints, etc., every day private and public organizations processlarge volumes of documents submitted by their customers and users.
Coming frommultiple channels(letters, emails, web portals, etc.), these documents containkey information for completing different types of requestsand the business processes related to them. Identifying them becomes complex when the vast majority of this data is presented in anunstructured format(see graphic).
Often,“the volume, speed and variety of the information that they have to manage far exceeds their capacity to keep up the pace”, says theAssociation for Intelligent Information Management(1). And leads theAIIMto emphasize the clear link between“this informational chaos”and the failure of certain digital transformation initiatives.
Manual processing of incoming documents is no longer viable
Because processing these incoming documents manually in order to extract the information from them is no longer viable – neither from an economic point of view (productivity), nor from the point of view of thequality of the dataobtained, compliance withresponse times, thefight against fraudandcustomer-user satisfaction.
For the AIIM, a fervent defender ofautomationanddigitization, this processing must be“standardized and automated”with support fromomnichannel capture,OCRandADR-ADStechnologies (2). And this has to become“a strategic priority”for organizations.
When they aim to offer the best possible customer or user experience, to improve their productivity and limit their risks, find outfrom this graphicwhyit is urgent to automateprocessing of incoming streams.
(1) AIIM, State of the IIM Industry 2020: Are You a Digital Transformation Leader or Follower?(2) OCR: Optical Character Recognition); ADR: Automatic Document Recognition; ADS: Automatic Document Scanning
Digitization of incoming documents can increase customer user satisfaction and guarantee improved quality of data.
Graduated from the National School of Electronics and its Applications and Bordeaux Montaigne University, Thierry has nearly thirty years of experience in marketing in "IT" environments (with software publishers or in companies of services).