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[Webinar Slides] Using AI to Easily Automate All of Your Correspondence Channels

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In this webinar, we’ll show you how to get more out of your existing content with Artificial Intelligence in very achievable ways.

Want to follow along with the webinar replay? Download it here for FREE: https://info.aiim.org/using-ai-to-easily-automate-all-of-your-correspondence-channels

Publicada em: Tecnologia
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[Webinar Slides] Using AI to Easily Automate All of Your Correspondence Channels

  1. 1. Underwritten by: #AIIMYour Digital Transformation Begins with Intelligent Information Management Using AI to Easily Automate All of Your Correspondence Channels – Paper, Fax, Email, Chat-Bots, & More Presented DATE Using AI to Easily Automate All of Your Correspondence Channels – Paper, Fax, Email, Chat-Bots, & More An AIIM Webinar presented October 9, 2019
  2. 2. Underwritten by: #AIIMYour Digital Transformation Begins with Intelligent Information ManagementYour Digital Transformation begins with Intelligent Information Management
  3. 3. Underwritten by: Today’s Speakers Peggy Winton President & CEO AIIM Jesse Freeman Senior Solutions Consultant – AI & Analytics OpenText Zachary Jarvinen Head of Product Marketing – Analytics and AI OpenText
  4. 4. Underwritten by: Peggy Winton President & CEO AIIM Introducing our Featured Speaker
  5. 5. Underwritten by: What’s In a Name? AI has actually been with us for decades; what’s new now? Where’s the real payoff? How are you and your peers using it?
  6. 6. Underwritten by:
  7. 7. Underwritten by: 81% Say that it is key 50% 31% 12% 6% Extremely important Very important Somewhat important Not so important How important are Deep Learning and Machine Learning to your future technology and business planning (say over the next 24 months)?
  8. 8. Underwritten by: And yet, a full 87% of organizations are still exploring or recent adopters 46% 41% 13% Exploring (just looking) Early adopter (we’ve had models in production for 2+ years) Advanced (we’ve had models in production for 5+ years) What is the stage of Machine Learning adoption in your company?
  9. 9. Underwritten by: Key Driver for 79% of you 40% 39% 13% 4% 4% Extremely important Very important Somewhat important Not so important Not at all important How important is it to the success of your Machine Learning goals to be able to turn unstructured information (like documents, images, audio, video, application files) into structured data?
  10. 10. Underwritten by: Today's global business climate is changing... Challenges… Leading to new growth strategies… 61%of enterprises have more than 100 terabytes of unstructured data Data challenges Capitalizing on AI 80% of US CEOs think AI will significantly change the way they do business in the next five years CEOs see over-regulation and cyber crime as top threats to their organization’s growth prospects Regulation 35% of enterprises see transformation in compliance is now improving responsiveness to business growth needs 77% of CEOs are planning to focus on operational efficiencies
  11. 11. Underwritten by: More trends shaping the industry Sources: 1 “Insights-Driven Businesses Set The Pace For Global Growth” 2 “CGI 2017 Global Financial Consumer Banking Survey” 3 “AI in the financial services: Next steps to realizing potential” – FinExtra.com Almost 50% of consumers see high value in personalized offers2 80% of organizations are already aware of AI benefits3 Economic Pressures Consumer Pressures Technology Pressures Insights- driven enterprises are predicted to grow 8 to 10 times faster than their competitors1
  12. 12. Underwritten by: …but 87% of you find this challenging 32% 39% 15% 11% 2% Extremely challenging Very challenging Challenging Somewhat challenging Not challenging at all How challenging is it in your organization to turn unstructured information (like documents, images, audio, video, application files) into structured data capable of being analyzed by machines?
  13. 13. OpenText Confidential. ©2018 All Rights Reserved. 50 million phone calls 7 million chat sessions 15 million emails 100 million web visits 210 million social media mentions 72 million CRM notes 4 million surveys Call Transcription Web Email Contracts Social Business Notes The Nature Of Today’s Data is Unstructured
  14. 14. OpenText Confidential. ©2018 All Rights Reserved. What today looks like for so many of us….. TIME PHONEEMAIL MOBILE CLICK TO CHAT CLICK TO CHAT YOUR CUSTOMER SUPPORT TEAM DOWNLOAD PDF FORM FILL IT OUT SCAN IT
  15. 15. OpenText Confidential. ©2018 All Rights Reserved. AI to connect, blend and analyze any & all the things Any unstructured data Any requirement Any application data Any style of analysis EnCase application data Salesforce, SAP HANA Web Services, POJO, XML Flexible deployment options (cloud, on-premises, hybrid) (ML, augmented analytics, data discovery, advanced analytics, text mining, reporting/dashboarding, streaming analytics) Any amount of data, any number of users, any customization Big Data e.g. IoT data, Hadoop, NoSQL RDBMS e.g. Oracle, MySQL, MS SQL • File shares, servers and endpoint data • Social data, online news, blogs, articles • Business documents, contracts, manuals Any deployment Any structured data
  16. 16. OpenText Confidential. ©2018 All Rights Reserved. What makes it challenging? Datastructure Data source Structured Unstructured Internal External Partner data Government agencies Social media Communicati on patterns Custo mer payme nt record s Wholesale r history Call cente rs Webs ite data Sales agent notes Video Commen ts Demographi cs Transactio ns Surveys SOURCE: McKinsey Global Institute Analysis The Data  Amount  Speed  Diversity  Complexity Sales Data lake
  17. 17. OpenText Confidential. ©2018 All Rights Reserved. Answer: Make it easier to get started and get to value with purpose-built use cases AI-Augmented Capture Correspondence Automation Product or Program Tracker Knowledge Assistant / Chatbot
  18. 18. Underwritten by: What processes initial targets for ML? 21% 35% 33% 33% 27% 40% 28% 21% 26% Generate automatic summaries of documents Automatic text analysis for better categorization… Intelligent capture to identify and index documents… Identify the underlying content of a document… Enhanced security through automatic identification… Better data loss prevention by raising alerts… Topic clustering and content categorization to… Support Natural Language Queries in search Allow access to content repositories via voice… Which are the THREE most important content-centric AI/Machine Learning use cases to your organization?
  19. 19. Underwritten by: Concrete use cases
  20. 20. OpenText Confidential. ©2018 All Rights Reserved. Magellan Text Mining: Analyze any text from FAQ, documents, knowledge systems, websites and more!
  21. 21. OpenText Confidential. ©2018 All Rights Reserved. AI-Augmented CaptureThe Solution  Flexible content capture  Digitize & extract  Text analytics & BI  Additional context to captured information  Brings contextual information into business processes  Better-informed processing
  22. 22. OpenText Confidential. ©2018 All Rights Reserved.
  23. 23. OpenText Confidential. ©2018 All Rights Reserved. How the AI-augmented capture process flow works Dashboards Interactive Reports Mobile Scorecards Analysis Insights Ad-Hoc Analytics Capture Digitize where needed Validate edge cases VisualizeProcess, classify, extract Captiv a™ Magell an Manage Content Suite repository
  24. 24. Underwritten by: And now for a demo!
  25. 25. OpenText Confidential. ©2018 All Rights Reserved.
  26. 26. OpenText Confidential. ©2018 All Rights Reserved.
  27. 27. OpenText Confidential. ©2018 All Rights Reserved.
  28. 28. OpenText Confidential. ©2018 All Rights Reserved.
  29. 29. OpenText Confidential. ©2018 All Rights Reserved.
  30. 30. OpenText Confidential. ©2018 All Rights Reserved.
  31. 31. OpenText Confidential. ©2018 All Rights Reserved.
  32. 32. OpenText Confidential. ©2018 All Rights Reserved.
  33. 33. OpenText Confidential. ©2018 All Rights Reserved.
  34. 34. OpenText Confidential. ©2018 All Rights Reserved.
  35. 35. OpenText Confidential. ©2018 All Rights Reserved.
  36. 36. OpenText Confidential. ©2018 All Rights Reserved.
  37. 37. OpenText Confidential. ©2018 All Rights Reserved. Case Example Top 10 Global Bank Industry • Bank, Financial Services Solution • OpenText Captiva & OpenText Magellan Services • OpenText Professional Services Goals Automate 70% to 80% of its enterprise email management Reassign 50% of its correspondence management workforce to other positions AI-Augmented Capture AI-Augmented Capture allows the bank to automate processes where humans were previously required to interpret information manually • Captiva is able to replace the human by leveraging Magellan's Text Mining to read and identify key information in email and attachments • Documents are auto-routed to a human only when review is needed
  38. 38. OpenText Confidential. ©2018 All Rights Reserved. Customer on-boarding process overview Customer on-boarding is initiated from both internal and external starting points. AI-Augmented Capture ensures each package of documents is indexed, classified and routed properly. 1 Documents at risk must be sent for additional review or required supplements. Analytics provides automated assessment of risk and routes document packages appropriately. 2 Customer identifying documents need to be controlled and be able to retrieve by request. Proper index and metadata ensures support teams always have up-to-date information. 3
  39. 39. OpenText Confidential. ©2018 All Rights Reserved. Enterprise Correspondence process overview Correspondence comes from various paper and digital channels Augmented Capture can ensure that each email, letter, webform or social message is indexed, classified and routed intelligently 1 Communications are classified and routed to the appropriate owner, with actions acknowledged to initial customer/employee/partner Analytics provides automated assessment of risk based on sentiment + extracts names to route and notify the right owners. 2 Correspondence, actions and results are recorded and made available to appropriate business units Proper index and metadata ensures that next steps and future negotiations can leverage key information in the correspondence. 3
  40. 40. OpenText Confidential. ©2018 All Rights Reserved. Contact form processing overview Customer service managers receive online forms of differing natures from volumes of customers/prospects AI-Driven Content Advisor is trained to recognize the nature of the forms, specially those that need prioritized processing 1 Each form needs to have the right category assigned specially when it comes to priority categories Using text mining, NLP and machine learning, the solution assigns the right categories to the forms 2 Customer service managers need to process forms based on priority and impacts AI-Driven Content Advisor applies a priority score for each form which triggers a workflow to process it in the most efficient manner 3 High priority level
  41. 41. OpenText Confidential. ©2018 All Rights Reserved. Analytics provides key process monitoring and insight to decrease time-to-serve for customer, employee and vendor onboarding while decreasing the compliance review time for PII. The expanded classification capabilities of AI-augmented capture ensures that content from any source (email, documents, web forms, uploaded forms) is handled in a compliant manner, quickly and efficiently without manual intervention. Text mining of the documents automatically initiates the right workflow and notifies the right stakeholders. When paired with predictive analytics, it can provide insight to anticipate and remove process-specific bottlenecks. Summary: OpenText AI-driven capture & content mgt Optimizes onboarding to increase responsiveness, eliminate risk and streamline processes—increasing loyalty, engagement and revenue
  42. 42. OpenText Confidential. ©2018 All Rights Reserved. Magellan Knowledge Assistant Demo Analyze any text from news articles, documents and more!
  43. 43. Underwritten by: Machine Learning not an end in itself How can ML be used to improve existing Content, Process, and Analytics Services capabilities? How can core Content, Process, and Analytics Services capabilities be used to improve the inputs to ML?
  44. 44. Underwritten by: Key Benefit Expectations 32% 43% 25% Drive access and insight for business users Ability to automatically apply privacy & retention policies Increased efficiency/automation for business workflows What is the MOST important benefit you expect from utilizing Machine Learning?
  45. 45. OpenText Confidential. ©2019 All Rights Reserved. Try it out now! magellan-text-mining.opentext.com/
  46. 46. OpenText Confidential. ©2019 All Rights Reserved. Learn more about Discover what OpenText Magellan can do for you Learn more about: • The product with the ability to understand natural language elements contained in documents, including sentiment and complex concepts ◦ Magellan for Text Mining Product Overview ◦ Magellan for Text Mining Technical Whitepaper Explore how : • The Magellan solutions increase automation and deliver value for enterprise content processes visiting the solutions’ microsites • AI-Augmented Capture • AI-driven Content Advisor Read our blogs about: • How to “Shortcut the paperwork shuffle with AI-augmented content capture” • How “Tapping your stores of unstructured data can yield new insights…” Click here for a complementary demo of OpenText Magellan and solutions
  47. 47. OpenText Confidential. ©2019 All Rights Reserved. In summary, look for a tool that can help you with your structured and unstructured data challenges, with operationalizing AI across users, and with prepackaged solutions to speed adoption and time-to-value. Marquee use cases to enable to quick wins. Any Data or Requirement Better serving each stakeholder and their needs 1 2 3
  48. 48. OpenText Confidential. ©2019 All Rights Reserved. Consulting Services Managed Services Learning Services Leverage Professional Services experts to guide and execute EIM digital transformation projects of all types Securely manage, monitor and optimize enterprise information solutions in the OpenText Cloud, public clouds, on- premises (off cloud) and hybrid environments. Ensure system success and user adoption through self-paced/on demand, instructor-led learning, certifications and custom education services. With best in class services & support to help where needed 1 2 3
  49. 49. OpenText Confidential. ©2019 All Rights Reserved. opentext.com opentext.com/magellan Send us an email at right or give us a call to follow-up, have a conversation, or setup a custom demo for your organization! linkedin.com/company/opentextAI twitter.com/opentextAI For a demo, or to discuss an opportunity, use case or implementation: Magellan Team magellan@opentext.com North America: 1-800-499-6544 International: +800-4996-5440 For media, customer stories, and general: Zachary Jarvinen, Product Marketing Director zach@opentext.com Twitter: @zachonomics
  50. 50. Underwritten by: Download our companion infographic

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