No matter your industry, the people you serve are clamoring for personalized, fast, and convenient service in every interaction they have with your organization.

Fortunately, as these expectations have gotten more pervasive, we’ve been able to develop and refine solutions that address them using emerging technologies, namely AI-powered intelligent document processing (IDP).

Adding AI to traditional IDP has truly skyrocketed the potential for what this technology can accomplish, helping it move past the rigid rules that once grounded it.

Perhaps the most exciting benefit of adding AI to IDP is its ability to learn and improve itself over time, allowing it to keep up with your changing needs.

And that’s huge because when we’re talking about the customer experience where expectations are constantly evolving, having the agility to stay ahead of these demands couldn’t be more valuable.

Let’s take a closer look at how AI-powered IDP can solve complex problems and boost agility. Then, we’ll examine 3 real-world examples of how one organization used AI-powered IDP to improve its customer experience.

How AI-Powered IDP Can Help Your Organization Remain Agile

How AI-Powered IDP Can Help Your Organization Remain Agile

It Learns as it Goes with Machine Learning

Thanks to machine learning, a subset of AI, IDP can analyze data and algorithms to identify patterns, which helps it break free from the limitations of formulas and rules that more traditional automation technologies rely on.

As a result, your IDP solution doesn’t just learn from its own experience, but you can easily train your IDP solution to adapt to different scenarios. In other words, the longer your solution is in use, the better at its job it becomes and the more capable it is of taking on new challenges as needed.

It’s Competent in Multiple Languages with Natural Language Processing

Another component of IDP is natural language processing (NLP), which uses machine learning to help AI communicate and comprehend multiple human languages, as well as handle abnormal formats and brand new document types without the need for significant human intervention.

Even more, NLP can help AI understand colloquialisms and sentiments in language for even more accurate, reliable communication. This is a drastic improvement on more traditional automation technologies, which often can only understand clean text in a single set language.

It Scales Easily for Uninterrupted Productivity as Your Needs Evolve

With traditional IDP, the more documents you had, the more your human employees had to intervene with managing formulas and data validation. That not only led to time-consuming bottlenecks, but it made it difficult to scale and remain agile.

With AI, IDP is now able to achieve efficient processing that rarely requires human intervention. This way, as your document volume grows with your changing needs, your staff and AI-powered IDP solution can together easily keep up with it all.

It Builds on the Accuracy and Efficiency Traditional IDP Had

Any organization that has a traditional IDP solution can tell you that it’s given them efficiency gains, but bringing AI to IDP has increased these benefits tremendously. As we just touched on, the fact that AI-powered IDP dramatically reduces the amount of human intervention required is one of the biggest efficiency drivers for this solution. Plus, since it can be trained, AI-powered IDP lets you target specific challenges like reducing error rates, which results in faster processing times with fewer inaccuracies to address.

How These Capabilities Work Together for Optimal Agility

When we examine these key components of IDP together, it’s clear that they work seamlessly to advance your organization’s agility.

No matter how often your needs change, you can continually rely on your AI-powered IDP solution to tackle new goals and challenges with continually increasing competence—now that’s a big win for agility.

3 Real-World Examples: the California Department of Motor Vehicles

Use Case 1:

How does one conduct in-person customer service when no customers are allowed in your building?

The answer for one organization, the California Department of Motor Vehicles (CA DMV), was AI-powered IDP.

When COVID-related office closures were mandated, the CA DMV knew they needed a workaround ASAP. After all, they had no shortage of processes that leaned on paperwork that had to be filled out in person.

So, the CA DMV set up a digital mailroom using IDP tools from ABBYY. The process goes:

• Customers submit their documents using an upload feature that runs on the IDP solution’s automated document classification and content extraction, or CA DMV officials scan them in themselves.
• Then, the documents are run through an AI-based process that extracts the data, classifies them, and posts them to the CA DMV’s virtual field office case management system.
• Finally, the system interacts with bots that handle transactions, mimicking the work of a technician in a physical office.

This process not only helped the CA DMV adapt with the office closure mandates, but it has given them efficiency gains and a more convenient customer experience.

Use Case 2:

The CA DMV has also extended its AI-powered IDP solution to accelerate Real ID applications. This initiative was extremely timely and valuable too, as the CA DMV faced the requirement that all of the state’s 34 million driver’s license holders transition to Real ID by October of 2021. With such a high-volume process, ensuring it was as streamlined as possible was vital.

This initiative has enabled customers to take a photo of their original documents with their phones and upload them themselves without any need to go into the DMV office or send anything in the mail.

Once the photos are submitted, the AI can validate the documents and extract relevant information. If the AI ever needs human input for anything, the CA DMV has a process in place to accommodate that. This process reduces the need for CA DMV workers to handle physical documents, saving time and paper.

With this use case alone, the CA DMV has significantly reduced the time it takes to review documents, from two minutes to just 30-45 seconds. This efficiency has cut the time for Real ID transactions from 28 minutes to about 10 minutes, reducing customer visits due to incomplete documentation.

Use Case 3:

AI has also been integrated into the CA DMV’s interactive voice response (IVR) system, which understands multiple languages and customer sentiment.

The CA DMV plans to expand this system to handle more transactions and integrate it with their contact center.

You can get the CA DMV’s tips on how to approach common challenges to adopting and expanding AI-based IDP solutions here, including change management advice.

A Flexible Solution to Your Evolving Challenges

The reality is every organization is always going to be facing a new challenge, and there’s always going to be another unforeseeable challenge right around the corner. It’s a reliable cycle. That’s why it’s best to be prepared for anything, and being agile helps you do just that.

With AI-powered IDP technology, you have the tools to constantly optimize your current processes, innovate solutions to complex problems as they arise, and do it all with speed and accuracy.

If you’d like to learn more about how this technology could help your organization, drop a question or comment in the chat below. We’d love to hear from you!