Some time ago, my very first job entailed typing up handwritten customer cards for a UK shoe company. Each day a big pile of handwritten cards would be dropped on my desk, and I would proceed to manually type up names, area codes, and dates of birth. I made countless mistakes and by the day’s end, it felt as though some of my brain cells had shut down. Needless to say, after a month I resigned.
With this in mind, I am particularly pleased to announce a new strategic partnership with Hyperscience, the developer of one of the industry’s leading Intelligent Document Processing (IDP) solutions. Together, NICE and Hyperscience will help companies and government agencies to automate the processing of messy handwritten and difficult-to-read documents – the kind of documents that have historically caused businesses many headaches and great frustration.
This partnership adds an important cognitive capability to NICE’s robotic workforce, helping any organization to dramatically streamline the processing of documents such as supplier invoices, customer onboarding, and even travel declarations. These capabilities have the potential to be particularly transformative for financial services, insurance, and government organizations. Some examples include border control, customs, police departments, court systems, ministries of transport, and many other entities which process high volumes of documents and forms.
Machine-read nearly any document
Hyperscience uses proprietary AI and Machine Learning techniques to automatically classify complex documents, including handwritten customer forms, PDFs, faxes, and distorted or low-resolution images, and extract and structure data for faster downstream processing. The solution’s ML algorithms continuously learn from an organization’s data to deliver lower error rates and greater automation over time, generally reaching up to 95% automation with greater than 99% accuracy. Hyperscience thrives in the challenging situations that cause other legacy approaches to fail, such as coffee-stained documents, skewed images, or messy, lopsided handwriting that falls outside the bounding box.
Not only is manual processing of documents time-consuming and expensive, but it is also tedious for employees, as I experienced, and error prone as a result. It detracts from the time that could be used to add value for customers.
Max Lien, VP of Corporate Development at Hyperscience, explains “Companies and government agencies are turning to enterprise automation like never before to better respond to customer needs, enhance employee capabilities, and lower error rates and risks. Hyperscience delivers the highest levels of accuracy and automation available today, and we’re thrilled to partner with NICE to help more businesses around the world transform how they work and serve their customers. Together, we’re turning information from diverse scanned documents into actionable data that can transform business operations and elevate customer experience."
Unleashing employee potential
Once the data has been extracted, NICE’s robotic workforce of attended and unattended bots can execute processes more accurately and efficiently at scale. This will help organizations to enable intelligent process optimization while unleashing their employees' potential to ensure an exceptional customer experience. The solution is designed to identify errors and exceptions and refer them to a human worker to resolve the edge cases in real-time.
This results in significant cost savings, faster processing time, and fewer data capture errors. The productivity gains can be substantial—many Hyperscience customers have improved processing times ten-fold, experienced a 67% increase in data processing accuracy, and reduced cost by over 90%.
Focusing on augmenting employees
By taking capabilities such as Hyperscience and NEVA, and using them to augment employees’ capabilities in real-time, enterprises can help employees to achieve things they couldn’t do on their own as well as take process automation to a whole new level. The results can be measured in exceptional customer experience, enhanced efficiencies, and higher levels of workforce engagement and satisfaction.
For more information about this partnership click here.
