SUMMARY:

dematerialisation-documents

Introduction

From Document Capture to Intelligent Document Capture

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

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

In this decade, automation is evolving.
It is transitioning into an era of Intelligent Document Processing (IDP – Intelligent Document Processing), driven by increasingly advanced robots and AI engines. The result: enhanced customer and user experience, greater productivity, and improved security for organizations.

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Trends

The new challenges of automation

Capturing reliable data in real time is essential in a digital world. It is the cornerstone of business process performance. However, capturing this data is becoming increasingly complex due to:

  • A surge in the volume of information to be processed (4x by 2023)1
  • A majority of unstructured content that is unusable by the IS (over 60%)1

At the same time, customers are demanding faster response times and expecting organizations to handle a growing number of data streams. As a result, automating the extraction and processing of key data has become essential.

Leveraging the power of the cloud—faster to implement, more intelligent, and more secure—the new generation of information capture meets these challenges and helps organizations accelerate their digital transformation.

intelligent document capture challenges
digitalisation document challenges

Focus

Artificial Intelligence at the heart of document capture

Positioned between ultra-modern front-office systems (web portals, mobile applications, etc.) and back-office systems (CRM, ERP, etc.), “operating processes” are often overlooked in the digitalization of the customer journey. However, they are what truly make services work!

  • 58% of administrative managers acknowledge that most of their business processes still rely on full or substantial manual operations2
  • 3 out of 4 insurance companies only automate tasks rather than entire processes3

The result? Bottlenecks, increased risk of errors, and a lack of visibility—negatively impacting customer experience, operational efficiency, and regulatory compliance.

Winning the customer experience battle now requires end-to-end digitization of business processes and omnichannel document capture—extending all the way to electronic signatures.

After front-office and back-office digitization, the next wave is here: the digitalization of operating processes!

Key points

Automating all documents, managing all use cases

Harmonizing the customer experience across all channels is essential for 71% of respondents4. Whether submitting an insurance claim, applying for a mortgage, or requesting welfare benefits, customers expect a simple, seamless journey that allows them to share documents via email, letter, web, or mobile portal.

With multiple interaction points and communication methods, organizations face the same challenge: how can they process documents uniformly across different channels?

A true omnichannel capture strategy, combined with business process automation, addresses both customer satisfaction and operational efficiency challenges.

Omnichannel capture enables automatic processing of any type of document, whether uploaded to a portal, received as an email attachment, or scanned at a branch. The most advanced solutions include AI-driven robots for intelligent document processing and fraud detection, extracting and verifying all data. These processes can be performed in batch mode (back office) or in real time, such as when a customer uploads a document to a portal—ensuring a smooth experience across all touchpoints.

  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”