Efficient and smart – Artificial Intelligence in input management
Countless completed documents and enquiries received daily via various communication channels mean an enormous demand on resources and, at the same time, require great accuracy during processing. The support through Artificial Intelligence (AI) allows for automated processing of documents or customer enquiries, saving time and money, and fundamentally improving service quality.
Three factors for wow moments in service
The use of AI in the BSI Customer Suite helps using agents’ resources wisely. Thanks to process automation, simple enquiries can be handled directly, which gives service staff more time for personal customer contact.
Training AI leads to correct results in a short time; based on training data, AI can classify the message and document content very accurately and trigger the appropriate business cases in the right places. In some cases, this can even surpass manual inspection.
The holistic approach makes data available in real time across all systems. AI can answer enquiries faster, and other departments know the latest customer activity and use it for further communication. This enables the prioritization of time-sensitive cases and their immediate processing.
Automated input management Classifying documents, extracting data, supporting customers
Many banks struggle with differently structured documents submitted by customers via mail, upload or e-mail. Challenges such as skewed scanned documents, illegible handwriting or a combination of different documents in one file make it difficult to extract the relevant information from these documents, resulting in a high manual service effort.
The BSI Customer Suite enables automated document processing. After scans are graphically optimized for better analysis, individual pages are straightened. Next, the Parashift AI platform integrated in the BSI Customer Suite recognizes the different document types within the document, classifying the scanned document accordingly. In addition to invoices, the AI is able to accurately recognize over 100 different document types such as tax declarations or wage statements. Finally, the data is extracted from the document and completed in the customer data record in the BSI Customer Suite. If necessary, the user can, of course, easily correct the data. From there, the newly gained information can be used for further customer communication – to provide customers with the best possible support for their enquiries.
AI support Using resources wisely
In large companies, the number of enquiries received daily via a contact center can quickly reach five to six figures. Not all enquiries require the attention of service staff, but can be processed quickly and cost-effectively in a fully automated manner with the targeted use of AI. Based on training data, such as previously recorded customer communications, the AI in the BSI Customer Suite quickly learns to recognize the content of enquiries and can thus either process large amounts automatically or forward them to the right contacts for prioritized processing.
Holistic approach Customer enquiry as a starting point
Nowadays, a contact center should be more than just a necessary service. The BSI Customer Suite gives companies the opportunity to use customer contact as the starting point for a comprehensive customer journey. Insights gained from the contact can be used as a template for new communications, thus improving customer loyalty and satisfaction also in the long term.
The BSI Customer Suite
Digitize the customer relationship and create unique experiences – automated, in real time, and across all touchpoints.