Last week, we discussed the impact of artificial intelligence (AI) on sorting and delivering inbound mail and packages. Now we head inside the envelope, and the transformation of the “Mail Center” into the “Digital Mailroom”.
With intelligent document processing, the image isn’t routed to a person, but the data is extracted from the document and routed to an automated workflow. This technology can be applied to multiple document types – claims, invoices, checks, legal notices, patient correspondences, and human resources documents. Systems range from Robotic Process Automation (RPA) bots to AI Agents.
RPA bots primarily focus on structured documents and forms. Using data from prescribed fields, the RPA bot executes a script or macro within the enterprise system. For example, a payment slip and check are read by an OCR engine, and the data extracted. The bot looks up the account number, and applies the payment. This technology has been around for decades.
AI Agents are able to work with unstructured documents, like a claims inquiry from an insured. The agent is able to determine what information is relevant, what internal systems are involved, and what next steps should occur. A sophisticated agent can determine the nature of the inquiry, look up the claim status, and draft a response to the insured.
Several companies invested early, altering the business process outsourcing (BPO) market. Some companies were pushed out, while others gained market share. With decreasing volumes of inbound mail, savvy in-plants were able to secure their continued existence with improved services for their companies.
The Digital Mailroom of tomorrow will apply technology to every physical document, and capture, extract, and route information to the appropriate workflow. The department becomes more than just a receiving and sorting center. The Digital Mailroom serves as the primary point of ingestion, creating a complete digital record of receipt and processing for audit and compliance purposes.
See you next week!
Amazing Astronomical Fact: Every day, about 14 tons of space dust fall from the sky. That includes smaller than microscopic pieces of asteroids and comets that enter our atmosphere only detectable through specialized instruments.
That means if you spent time outside today, you may have space dust in your hair!