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

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#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

Underwritten by:
#AIIMYour Digital Transformation Begins with
Intelligent Information ManagementYour Digital Transformation begins with
Intelligent Information Management

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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

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Peggy Winton
President & CEO
AIIM
Introducing our Featured Speaker

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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?

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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)?

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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?

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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?

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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

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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

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…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?

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

What today looks like for so many of us…..
TIME
PHONEEMAIL
MOBILE
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TO
CHAT
CLICK
TO
CHAT
YOUR CUSTOMER SUPPORT TEAM
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PDF FORM FILL
IT
OUT
SCAN IT

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

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

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

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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?

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Concrete use cases

Magellan Text Mining:
Analyze any text from FAQ,
documents, knowledge
systems, websites and more!

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

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

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And now for a demo!

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

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

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

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

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

Magellan Knowledge
Assistant Demo
Analyze any text from news
articles, documents and more!

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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?

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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?

Try it out now!
magellan-text-mining.opentext.com/

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

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

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

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

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

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

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