85% Reduction in Document Processing Times
With this deeper level of automation and collaboration, the company shortened document processing times from six-and-a-half minutes per email down to just one. Customers receive responses to their inquiries faster, and in turn can rest easy knowing the things they love are protected.
With the time saved on document processing, employees were able to shift their focus to other critical areas of the business that needed attention—paving the way for new opportunities and improved outcomes for everyone involved.
“The human touch is very important for us—we want to empower our contact center agents, not replace them. Our machine learning solutions enable our employees to serve customers better.”
Accurate Data Extraction
When the firm first began the search for a new automation solution, data accuracy was number one on the list of requirements. If a new solution couldn’t improve data accuracy, it wouldn’t reduce the manual labor as desired. Furthermore, low accuracy rates would actually impede user adoption.
With Hyperscience, the organization is capable of automatically extracting data from more than 200 documents with an accuracy level above 99%. And because their new solution uses machine learning, it gets faster over time, requiring less human intervention as more documents are processed.
“Accuracy is so important because it increases the confidence our contact center agents have in the solution. If there are too many errors, they’ll simply stop using it, and that won’t be helpful for anyone.”
Flexibility for the Future
The agency also recognized the need to evolve as the insurance market changed. With legacy automation solutions, any time there is a change to a process (or even to a single document), it often requires a significant effort to adjust the solution to recognize the new process.
The organization found that with Hyperscience, they have both speed and scalability at their disposal. This helps keep their business adaptable to changes initiated at the market level. Previously, any time a new document was added into the organization’s existing workflow, it could take several months to plan, implement, and scale to full capacity. Now, it can be done in just two weeks.
Millions Protected by Modernized Automation Technology
As the insurer continues using Hyperscience, the underlying machine learning models become smarter, faster, and more accurate, giving employees even more time for other critical tasks. As for the organization’s clients, the agency’s modernized automation solution has helped customers get the coverage they need faster than ever.
“That was really a ‘wow’ moment for me. Seeing the speed at which we can now scale document processing with new use cases—it’s very fast. And that grows the confidence of our entire team.”