Was bedeutet Intelligent Capture für die Service-Industrie?

Sandy Kemsley ist unabhängige Analystin, Beraterin und Prozessarchitektin mit den Spezialgebieten Business-Process-Management und Social Enterprise. In Zusammenarbeit mit ABBYY, einem führenden Anbieter von Lösungen für den effektiven Einsatz von Informationen in Organisationen, hat sie ein Whitepaper zu Intelligent Capture erstellt, das hier kostenlos angefordert werden kann. Im Gespräch mit dem KVD erläutert Sie einige der wesentlichen Punkte.

What is „Intelligent Capture“?

Data capture from paper of electronic documents is an essential step for many business processes, and often is the initiator for customer-facing business processes. Capture has traditionally required human effort – data entry workers transcriping information from paper documents, or copying and pasting text from electronic documents – to expose information for downstream processing.
Intelligent capture replaces manual capture with fully-automated conversion of documents to business-ready data, whether the document originated as a paper document or in machine-readable electronic form. Intelligent capture technologies include:

  • Recognition of printed text, handwriting and barcodes from scanned paper documents
  • Classification to identify the type of document, based on ist content and format
  • Text analytics to extract specific data elements from the document required for the Business process

How do intelligent capture and digital transformation correspond?

Digital transformation is a fundamental shift of business models and activities onto digital platforms, and requires rethinking and retooling an organization’s end-to-end business processes. Not just impacting internal workers, digital transformation can only occur through significant enablement of customer channels. This requires comprehensive self-service capabilities, where customers create and complete transactions without intervention from workers inside the organization.
Business process management (BPM) technologies have focused on streamlining and automating internal processes, so that once data is captured from inbound documents, many transactions can be fully automated. Intelligent capture makes the link between external customers and the internal automated processes, allowing for fully-automated self-service business models that could not previously exist. Using intelligent capture, a document submitted by a customer can be automatically recognized, classified, stored and used to trigger a process.
Here are some of the key benefits that intelligent capture brings to digital transformation projects:

  • Customers are more engaged with the company and ist products through self-service
  • Many transactions are fully automated and provide instantaneous results, which cuts internal costs while delighting customers
  • Knowledge workers can focus on problem resolution instead of processing routine transactions
  • Customers can be offered additional goods and services during their transaction based on content analytics

Could you cite any examples of service companies successfully working with intelligent capture?

I’m not able to mention the name of my enterprise customers for privacy reasions, but I can provide an anonymized use cases for loan origination that I’ve seen in practice:

A customer applies for a personal loan by completing an electronic application form on their bank’s website. They upload digital (PDF) versions of their proof of employment and pay advice to prove their ability to repay the loan. Intelligent capture uses text analytics to extract information from the unstructured proof of employment letter, detecting the employer information as well as the length of employment stated in the letter. Intelligent capture also recognizes the specific format of the standardized pay statement form, and extracts the exact details of the customer’s monthly salary. Once this information is passed to the loan adjudication process, a loan decision can be made automatically – and therefore immediately  – or sent for review by a loan officer if there are any unusual circumstances.

Key to this scenario is atomation of the internal processes and decisions, including auto-adjudication and payment processing; plus the ability for the customer to directly capture information into the processes, including scanned paperwork, photographs, filled PDF forms, and secure PDFs from third parties. As the customer uploads documents, smart recognition classifies them, extracts data for interfacing with the dwnstream processes, and identifies missing information for additional uploads. Straightforward transactions are completed immediately without human intervention, while more compley cases are routed to an internal worker for resolution. This is a fundamental shift in how customers can choose to interact with organizations through digitally transformed channels, enabled by intelligent capture.

What other business models in the service industry are imaginable?

There are many possible uses for intelligent capture in service industries:

  • Invoice processing. Although invoices are a basic tool for every business, each company may have its own format. Intelligent capture can determine the layout of the invoice, and extract key fields such as supplier number, PO number, due date, line item details and totals.
  • Contract negotiation and management, where different versions of contracts must be carefully reviewed and compared to minimize legal and financial risk. Intelligent capture can automatically identify document sections, and the terms and conditions within that section, to compare with standard clauses.
  • Employee onboarding. When a new employee starts with a company, they may have to submit many different documents, such as identify and tax forms. Intelligent capture allows them to photograph or submit These using their mobile device, then automatically extract the information and upload it to the HR system.

Which technical qualifications must be fulfilled to use intelligent capture solutions?

Intelligent capture soltutions emloy a suite of technologies, depending on the documents and data to be captured: recognition, classification, text analytics, and even photo recognition. It’s essential that the solution that you select has been tested on the type of documents that you will be capturing to ensure that documents are properly classified and the content extracted for use in the downstream business processes. If customers will be capturing their documents directly, the solution needs to Sspport mobile device cameras and uploading from their own PCs, which may require a cloud solution to support secure scanning and upload.

However, you also need to ensure that the downstream business processes are as automated as possible, using technologies such as business process management and decision management. Once these business processes receive the data extraced by intelligent capture, they can execute routine transactions with a minimum of human intervention.