Chances are you have heard of information capture ─ the capturing of information from paper and electronic documents, as well as from electronic data sources (like websites, databases and desktop applications). Many organizations have automated the receipt, entry, processing and output of countless types of documents – from invoices, claims forms and mortgage applications, to emails, mailroom documents, onboarding documents and more.
In the process, organizations have reaped the benefits: shaving cost and time out of information-intensive, externally facing processes, reducing errors and ensuring compliance. These benefits have also gone a long way toward improving customer engagement.
In just five years, information capture is tackling innovative use cases that, through technology advances, had never been possible before. There’s a buzz being generated about new frontiers opening up for information capture around the cloud and artificial intelligence (AI).
This six-part blog series will review where the capture industry has been, examine how capture solves document and data processing problems today, and reveal where capture technology is headed.
Let’s explore five areas of information capture evolution:
- 1990s – Batch capture
- Centralized, high-volume document imaging for sharing and archival
- 2000s – Multi-channel capture, distributed capture, mailroom capture
- Document imaging, classification and extraction from any source (email, web, MFP, scanner, fax, folder, etc.)
- Lower-volume document capture at branch and remote offices
- Document capture for mailrooms, BPOs and shared service centers
- Machine learning of documents for initial and ongoing system training
- 2010s – Mobile capture, electronic data capture
- Document imaging, classification and extraction from mobile devices for immediate, effective customer engagement
- Data capture from electronic data sources such as websites, databases/ERPs, desktop apps, using robotic process automation (RPA)
- 2010s – Digital transformation
- Document capture in the context of a larger, externally facing business process that is also digitalized
- Automation technologies beyond capture, including process and case management, RPA, electronic signatures and customer communications management
- Today and into the 2020s – Capture as a service, AI-based capture
- Pre-configured, document type-specific imaging, classification and extraction in the cloud, available as a service
- Mimicking human understanding of content in documents, emails and social streams through AI-based technologies for automating processes and assisting with human decisionmaking
Although the technology has evolved over time, all five of these capture use cases deliver business value today.
Capture Your Content and Capture Control
Believe it or not, many companies are not harnessing the power of information capture. Maybe you are one of them. Perhaps you struggle with externally facing processes laden with paper, manual or repetitive steps and multiple, disparate communication channels. These challenges have reduced information visibility and enterprise agility in your organization, swelled your operational costs, and slowed customer response and resolution times; this can directly impact your customer satisfaction rates and your bottom line. Maybe you are burdened with keeping compliant with government and industry regulations due to lack of control and visibility over each step of your externally facing processes.
Whatever the issue, information capture can help you gain control over your content. Done right, information capture can largely automate the receipt, entry, processing and output of documents and electronic data ─ from virtually any source, in any format, and to any destination.
Join me in this 6-month blog series as we learn about information capture, its evolution and what benefits it can deliver to your organization.
Get started by downloading the white paper “Transforming Customer Engagement with Capture” today.