Automate paper document ingestion for improved operational efficiency
Regardless of how many direct digital channels insurers have opened up to business with customers, the simple truth is that many customers still choose to use paper documentation over digital channels. This means that whether it be a simple address change request or a major claim, customers are sending a lot of very important transactional information on paper. These paper transactions invariably take a lot of time of senior operations team members to perform the role of data entry operators instead of their specialized roles of claim adjusters or underwriters. Not only do these activities cause an expensive distraction for senior resources, leading them to do extra work which they were never supposed to do, but these additional activities also lead to delays in processing cases. When service levels related to turnaround time or quality are missed, it causes customer dissatisfaction which impacts overall NPS.
Virtusa’s Digital Mail Room (DMR) solution can you help you automate the paper document ingestion process by leveraging industry leading artificial intelligence (AI) and machine learning (ML) technologies that reduce manual effort, improve processing speeds and improve quality. It can be implemented for any operations in a non-intrusive manner without requiring any changes to the existing process or technologies in play.