Input management at its best

Every company that daily processes a large number of documents needs a robust input management strategy. It is the foundation for all document-based processes and is often the bottleneck for many other business processes. Automating the input management process is thus a crucial step in business transformation.

Input management refers to the digital capture of business-relevant information from various sources in an information management system or an enterprise content management (ECM) system for further processing. For better usability, information is in stored as structured a format as possible.

Input management work steps

• Input management includes a series of work steps:
• Digitize paper-based incoming documents
• Capture incoming digital documents
• Automatic content recognition
• Classification of documents
• Capturing structured and unstructured information
• Keywording of information in a structured format
• Organizing reliable document storage
• Distributing documents to the responsible employees
• Ensuring the quality and correctness of the content of the documents

Input Management makes it possible to process incoming documents and information efficiently. Integrating AI in every step of the process generates time and cost savings, as well as providing greater accuracy, prioritization, and support for your employees:

1. Digitize documents

As a first step, all documents received in paper format have to be digitized. Having employees scan each paper document individually using the office scanner is not very efficient. Instead, implement automated procedures:

1. One option is to lease huge scanners that process large volumes of mail in a short period of time. The content of a letter receives a barcode, the documents are separated automatically, and then stored as a single PDF in the document management system (DMS).
2. Or you work with third-party scanning services. These open and process your mail in a GDPR-compliant manner, scan it, send it automatically to your company as a PDF, and then destroy the original document.

In line with digital transformation strategy, it is a good idea to digitize your inbound mail entirely, and eliminate paper-based communication channels. Digital input channels such as email, self-service apps, or other software use interfaces ideal for importing documents directly to the DMS, or the DMS can collect the documents from these locations on a regular basis – completely automatically.

Use case: An insurance company provides a customer app that gives every customer a digital mailbox. Documents, such as damage reports, can be easily uploaded here. The DMS then retrieves the document, including all the information, completely independently. The insurance provider also simply sends information via the app. Email or physical mail is only available as an exception, for example, for older customers.

2. Capture documents and extract data

As soon as the document arrives in the DMS, the AI-supported system automatically extracts all the information such as customer data and the concern, and stores it as structured metadata. This is important for organizing and searching the information. What was previously a manual task is now done by the system automatically. Humans only provide quality control. The AI system can also capture information such as tone, for example, which is useful later for prioritization.

Use case: The insurance company gets an email from a customer. AI captures all the important information, including the policyholder and policy number, and adds it to the document as metadata. It also detects, based on the email’s tone, that the customer is angry and the issue needs to be dealt with urgently.

3. Understand the document and file it properly

As a next step, AI analyzes the information extracted to identify, for example, the type of content, the document type (e.g. invoice or quote), the employee responsible for the customer, and the proper workflow for the document. AI classifies the document based on this information and stores it in the relevant eFile.

Use case: A customer sends a form to the insurance company. Upon receipt, the AI system analyzes it, identifies it as a reimbursement form, and assigns it directly to the right customer's claims record.

4. Start workflow

AI now automatically initiates the correct workflow to process the document. It identifies the right employee for the issue, and starts the relevant workflow. It also provides a timeline, and prioritizes tasks as needed. Only at this point are people engaged again: In the ideal scenario (with digital inbound mail), the AI-powered DMS takes over all the steps up to this point, independently and entirely automatically.

Use case: AI categorizes insurance claims differently than requests for consultations. As a result, this helps the insurance provider ensure that a customer, for example, with water damage in their apartment, receives support quickly. When the damage report is received, the responsible employee automatically receives a message from the DMS that an urgent task is in their mailbox.

5. AI helps with processing

In addition to capturing and classifying documents, AI also supports processing. For example, the Doxis Intelligent Content Assistant answers questions about the document, points out missing information, starts additional workflows, if needed, and makes recommendations for further steps or actions.

Use case: A customer has a question about an insurance policy and writes an email to the insurer. AI identifies the insurance number in the letter and provides the employee with direct access to the associated policy. It can also detect an incorrect insurance number on a document and instruct the processor to check it.

Input management software based on AI is more than just a promising technology. It is a strategic investment that helps companies set course for an agile future:

High quality data

State-of-the-art input management systems use intelligent technology that understands texts in a similar way to humans. Through human quality controls, the AI learns and improves the data quality. This allows the system to achieve high rates of detection and accuracy.

Shorter processing times

Manually entering documents is time-consuming and often causes bottlenecks. With the help of AI-supported input management, customer inquiries, orders, or other important business processes run much faster, because the documents are assigned much more quickly to the right employee for processing. By the way, this also adds to customer satisfaction.

Better analytic options

AI extracts all unstructured data from a document and stores it in a structured manner. This means that companies make all data usable and the amount of dark data is reduced significantly. This opens up entirely new analytic options for companies.

Significant competitive benefits

AI ensures compliance with all relevant regulations and prevents errors. It also ensures that all data and documents can always be found immediately. AI-supported input management also enables previously unstructured data to be used. Last but not least, it makes work easier for employees. All of these aspects add up to major competitive benefits.

Better use of resources

By automating input management, you can reduce employee workloads and relieve them of annoying routine work and tedious manual activities. This gives them more time to take care of day-to-day business, customers, and more complex tasks. And it enables you to use your resources much more efficiently.

In our era of automation, when information arrives in unprecedented quantities and formats, AI-supported input management can help you process the flood of data efficiently and without errors. Automated extraction, processing, and interpretation of information from various sources streamline processes, enable faster response to customer requests, and support informed business decisions. This also helps you to make the most of your resources.

Input management supported by AI plays a significant role in business transformation. Where traditional business models are coming up short, AI-supported input management enables a fundamental redefinition of processes. It allows companies to develop resilience in the face of change, keep an eye on regulatory requirements, and open up new business areas.

AI-based input management software, such as an enterprise content management (ECM) systems with intuitive workflows, has therefore become an indispensable solution. It supports companies in the digital transformation process and helps to meet the needs of today's business world.

Frequently asked questions about input management