[webinar slides] learn how to put the data you're already capturing to work

Underwri(enby: Presentedby:

#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

LearnHowtoPutYourCustomers’DatatoWorkforYou

PresentedAugust24,2016

LearnHowtoPuttheDataYou’reAlreadyCapturingtoWorkforYou

PresentedAugust24,2016


HarveySpencerPresidentHarveySpencerAssociates

DavidJennessECM/ContentServicesMarke4ngIBM

Host:TheresaResekDirectorAIIM

Today’sSpeakers


HarveySpencer

President

HarveySpencerAssociates

IntroducingourFeaturedSpeaker


HowtoPutYourCustomers’DatatoWorkforYou

§ Whoisacustomer?§ WhatisData?§ Whatisitsvalue?§  Towho?SomeMmestheanswersarenotclear.


Compliance&RecsManagement

CaseManagementWorkflowforSupplier/CustomerRels&ExperienceAccounMng

CAPTURE

PaperMailEmailA(achmentsFAX

Business Need

Today’s Business Processes rest on shared documents that must be received, understood and processed


Tradi(onalECMscanandindexSolu(ons:IknowwhatwhatitisandIknowIcanfinditinthispileofpapersomewhere

ServedbySimpleCapture§  Scanthepaper§  Classifyit§  OCRthedata§  Extractrequireddata§  Presenttouser

©harveyspencerassociates2016


ScannedpaperhasbeenthemaininputforCapture

2015 ScannerMFPFaxEmailMobileSMllImagesOther

SourceHSAResearch2016

DocumentsxSpendingonCaptureSo[ware


CaptureusesOCRtoExtractIndexandTransac(onalData

Source:IBM


CustomerRelatedDocuments

ProposalsNewCustomerorPaMenton-boarding

CollateralorReferencesContracts

SalesOrdersPaymentAdvicesLoansandClaimsCorrespondence

etcetc…


MostSourcesofDocumentsarefromknownen((eswhowehavearela(onshipwithorwhoareknowntoothersthatwecangetreferencesfor.Weprocessknown(mostlypaper)documentsfromthesecustomersandrelateden((es.WemightcalltheseKnownKnowns


TherearemanyDocumentsreceivedbyorrelevanttoabusinessthatyoudon’tknow

Knownknowns

Knownunknowns

Unknownknowns

Unknownunknowns


KnownUnKnownsareDocumentsthatweknowbutwedonotknowwhatthetruevalueisinassocia(onwithourbusinessneed.

“Iknowthisisthecontractandweonlyneedtoextractthefirstfewfieldstoprocessit.Butmaybethereisotherdatathatwecanextractwhichmaybeusefultootherprocessessuchasriskmanagement,securityorcompliance?”


UnknownKnownsareDocumentsthatwereceiveandwonderwhyitisinthe‘folder’

“Whyisthisdocumenthere–Iknowthatit’saninvoicebutIhavenoideawhyitishereinaloanapplica4on–maybeit’samisfiling?”



UnknownUnknowns“WellIhaveneverseenthisbefore.”

Ihaven’tacluewhatitisorwhyit’shere

Source:Ge(yImages


Whydoyouneedtoknow?AHolis(cViewofaCustomerorAc(vityRequiresAllCurrentDataandHistoricalDataisNeededForPerspec(ve

§ MulM-channelinputs,mulMplesources§  Customerspecific§  RelatedtotransacMoninhand



Unknownswithindocumentso_encontainimportantbusinessinforma(onthatwecanusetobe`ermanageourbusiness;reducerisk;enhancecustomerservice;anddoitinamore(melyway.



Usersarestar(ngtounderstandandusetheirunknowndocuments

§  MiningDocuments§  Healthcare:MiningoldpaMentdataforcluestocancer§  Insurance:Analyzingoldclaimsdatatoreduceriskand

createmoreaccuratepricing§  CustomerUnderstanding

§  Correspondence,emailandsocialmediatoextractintentandsaMsfacMonlevels

§  CrossSellingservices§  Collateralandbankstatements§  Receiptanalysisforspendingpa(erns



Classifica(onoftheDocumentistheCornerstoneofUnderstanding


CaptureClassifica(onTypes

§  ImageClassificaMon§  Whatdoesitlooklike?

§  TextualClassificaMon§  Whathasitgotwri(enonit?

§  ProximityclassificaMon§  isthereadescripMonofthefield(s)?

§  LanguageClassificaMon§  Whatlanguageandcurrenciesarebeingused?

§  SemanMcClassificaMon§  Whatisthetopicandintentofthedocumentcontent?

§  SenMmentClassificaMon§  Howdidthesenderfeelaboutthings?


Classifica(onAccuracy

§  Humanstopoutatabout60%+dependingontraining§  BasicClassificaMon(imageandtextbased)topoutatabout

80+%§  AddingCogniMveCapture–SemanMcandSenMment

increasesaccuracyto95%+


WithCogni(veCapture,wecanexpandUnknownUnknownsStarttoBecomeKnown

Unknown

document

IdenMfyme

tadata

andextrac

t‘clues’

Value



UnderstandingALLInforma(oniscri(calbutitisveryearlystages.RiskisHigh.

1in3BusinessleadersfrequentlymakedecisionsbasedoninformaMontheydon’ttrustordon’thave

1in2Businessleaderssaytheydon’thaveaccesstoinformaMontheyneedtodotheirjobs

83%ofCIO’scited“BusinessintelligenceandAnalyMcs”aspartoftheirvisionaryplanstoenhancecompeMMveness

60%ofCEO’sneedtodoabe(erjobcapturingandunderstandinginformaMonrapidlyinordertomakeswi[businessdecisions

Source:IBMInterconnect2016


Compliance&RecsMgmt

AnalyMcs

TransacMons

Supplier/CustomerRelaMons&Experience

CAPTURE

Un-StructuredandSemi-StructuredInforma(onPaperMailEmailFAXImagesVideoVoiceTextSocialMedia

Business Rationale

IncomingBusinessDataisMul(-Source,Mul(-Channel


Structured

Da

ta


InsurersareStar(ngtoAccessandLookatsocialmediadata

§  In2012InsuranceCo’sstartedtoallowelectronicreporMngclaimswitha(achedphotos§  A[erHurricaneSandy10’softhousandsfiledclaimsusing

mobileapps

§  SomeInsurersmonitoredSocialMediaduringtheHurricane§  20mtwi(erfeedsbetweenOct27andNov12012§  1/3Twi(ertrafficwasinformaMon-related,includingnews

originaMon,governmentreportsandeyewitnessreports,*Source: Insurance and technology -- Accenture


MiningSocialMedia

“justsawbeachcoHage–reallywanttobuy–canIafford@xyzrealtor”


O_entheTotalityofInforma(onfromyourCustomer’sDocumentsIsNotKnown--Cogni(veCapturemakesitknown

IknowwhatIknowandcanact

onit

IknowwhatIdon’tknowandIdoknowwhere

tofindtheanswers

Iknowwehaveabunchof

informaMonoutthere,butIdon’tknowwhereto

findit

We’lljustruntheanalyMcsandseewhatpopsup

Awaren

ess

High

Low

PreKnowledge LowHigh

AdaptedfromRiskConcepts:gpmfirst.com


THENEXTGENERATIONOFCAPTURESOFTWAREISCLOUDBASEDCOGNITIVECAPTUREWHICHCANMAKETHEUNKNOWNSKNOWN,ANDPUTYOURCUSTOMERSDATATOWORKFORYOU.THANKYOU

[email protected]

Twi([email protected]


DavidJenness

ECM/ContentServicesMarke(ng

IBM

IntroducingourSpeaker


Cancer Research Center: Saving Lives with Content


GlobalBPOBuildsABusinessAroundImprovedOnboardingExperience

Challenges: §  BPO launched a document management

service for clients §  It needed to offer cost reduction, efficiency

and compliance and be profitable

Benefits: §  80% faster processing of customer-related

documents for a retail client §  Cuts costs and effort for clients, and helps

them ensure regulatory compliance §  2 years to achieve full return on investment

for IBM solution


Department of Motor Vehicles: Streamlining for customer satisfaction


Na(onalCreditUnionImprovesUnderstandingofCustomerNeedsChallenges: §  Needed better understanding of

customer needs §  Single method for gathering accurate

data §  Easy-to-use for managers Benefits: §  Can quickly investigate and understand

trends and anomalies §  Faster resolution of issues §  Better decision-making §  Complete benchmarking and metrics §  Better customer experience


Major US Bank: Builds A Better Customer Experience


HawaiiDepartmentofHumanServicesDeliversImprovedServicesFaster

Challenges: §  Paper-based processes §  Distributed across Hawaiian islands §  Poor customer service

Benefits: §  360 degree view of clients §  31% improvement in customer

service §  Handle more cases with no extra staff §  Eliminated fraud §  Deliver on mission


Cogni(veCapturewithWatson

Datacap Insight Edition uses advanced imaging, rules, natural language processing and machine learning techniques to recognize, classify, and extract business data from documents not known to capture system For example: •  Loan packages •  Correspondence •  Contracts •  PDF files with multiple documents

Supports English, French, German, Italian, Portuguese, Russian, Spanish, and Swedish


Expandinganaly(cstoallformsofdata

Watson Cognitive

Investigative Analytics

Predictive Analytics

Content Analytics

Social Media Analytics

Case Analytics People

Content & Data Workflow


Learnmore

InfoandRegisterforIBMWorldofWatson2016October24-27LasVegas,NVwww.ibm.com/wow

AboutDatacapInsightEdiMon–h(ps://youtu.be/p9IG8gJECkIAboutDatacap–www.ibm.com/datacap

https://www.youtube.com/watch?v=p9IG8gJECkI&feature=youtu.be

http://www-03.ibm.com/software/products/en/datacap

http://www-01.ibm.com/software/events/wow/


#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

TakeyourskillstothenextlevelbylearningbestpracMcesandtechnologiesfordigitalimagingwithAIIM’sCapture&Imagingtrainingcourse.

Visit:AIIM.org/CaptureTraining

http://info.aiim.org/maximum-value-from-content


AIIMistheCommunityforInforma(onProfessionals

AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.

OurmissionistoimproveorganizaMonal

performancebyempoweringacommunityofleaderscommi(edto

informaMon-driveninnovaMon.

Learnmoreatwww.aiim.org

http://www.aiim.org

[webinar slides] learn how to put the data you're already capturing to work

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