Thinking differently

Editorial Type: Feature Date: 2020-03-01 Views: 1,166 Tags: Document, Digital Transformation, Strategy, AI, Capture, RPA, ABBYY, FlexiCapture, NX Manager, fi-7300NX PDF Version:
Content intelligence could be the key to digital transformation success, explains Markus Pichler, VP Europe, ABBYY

Digital transformation - almost every business has it on their to-do list, but not many are making the most of it. We know that nearly half (45%) of C-suite executives admit that they are unsure where to start their digital transformation strategy - and in our research, we found that 19 in 20 businesses have deployed some form of automation, but only 1 in 20 use the full stack. This means most businesses are missing out on the secret weapons that could deliver the most ROI for their business.

In its report Content Intelligence and the Future of Work, IDC found that the contribution of digital workers will increase by 50% in the next two years, citing them as a key form of automation that will impact businesses most.

These digital co-workers leverage a variety of digital intelligence technologies to enable businesses to invest in automation that will have a tangible impact and deliver quick ROI. Content intelligence is one such technology.

WHAT IS CONTENT INTELLIGENCE?
IDC defines content intelligence as a set of technologies and services that leverage artificial intelligence to carry out tasks such as reading and categorising a document, routing a document, extracting and validating data from documents, and other tasks related to understanding and processing unstructured content.

Relevant content IQ technologies include optical character recognition, computer vision, machine learning, natural language processing and content analytics. It may also include mobile capture, language-based insight and semantic analysis for unstructured information. But what is its impact in practice?

CONTENT INTELLIGENCE FOR CRM
Content intelligence extracts information from any incoming communication - such as documents from connected software like the PaperStream NX Manager by Fujitsu - and integrates relevant information to downstream processes to provide it to consumer-facing systems. The quick turnaround of incoming content into actionable data assets is crucial.

Staff can view the latest and most comprehensive set of information when communicating with a customer. This opens up the possibility to analyse, for example, customer complaints to identify ways to optimise the business.

If all relevant data from various systems is accessible - even if they are hidden in an unstructured conversation from an email, phone call, chatbot or on social media - then it would be easier to send the right information to a customer or engage at the right moment of their buying journey.

With speedy access to relevant customer data, organisations can provide personalised feedback to their customers and create a better customer experience.

CONTENT INTELLIGENCE AND BUSINESS INTELLIGENCE
Introducing content intelligence to business intelligence opens up new ways to identify trends, business-relevant opportunities and optimisation potential. It does this by analysing existing and incoming customer, partner and supplier communications. For example, in accounts payable, claims or contracts, this could help identify payment trends to negotiate new terms.

CONTENT INTELLIGENCE AND RISK MANAGEMENT
Content intelligence makes it possible to track a document or communication and its content at the earliest stage possible, which helps ensure transparency for the entire process. Managing received or existing content automatically and intelligently gives insights into it, and enables, for example, a better overview of the completion of a document set. This is crucial to making it easier to comply with regulations and prevent fraud.

WHERE CAN CONTENT INTELLIGENCE TAKE MY BUSINESS?
Any process that is content-centric and based on an intelligent automation platform like RPA or BPM can benefit from content intelligence. There are several keys to success, from investing in modular, enterprise-wide digital platforms that can integrate with existing enterprise applications and support a broad range of use cases to developing a strategy for ongoing training and development of employees to ensure they have the required digital skill sets.

To ensure your content intelligence investments bring ROI, greater skills, and ultimately deliver for your business, the right capture technologies, like FlexiCapture connector to NX Manager and fi-7300NX, are non-negotiable. Without them, you can't reap the full rewards of content intelligence, or see the enormous business value it could bring.
More info: www.abbyy.com

"Any process that is content-centric and based on an intelligent automation platform like RPA or BPM can benefit from content intelligence. There are several keys to success, from investing in modular, enterprise-wide digital platforms that can integrate with existing enterprise applications and support a broad range of use cases to developing a strategy for ongoing training and development of employees to ensure they have the required digital skill sets."