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Intelligent Document Processing: The communications challenges and how companies can solve them

For new implemented technologies in companies, the prerequisites must first be created. On the one hand, these are technical prerequisites; on the other hand, it is a matter of preparing the people in the company and, if necessary, other potentially affected parties in the environment for the use of the new solution and upcoming changes.

This is particularly true for intelligent document capture. As a basic technology for automation processes in various departments, it will have a noticeable impact on existing workflows and the assignment of tasks. Moreover, since it is AI-supported, reservations about this specific type of technology are to be expected. We have summarized for you here the communication challenges that arise when implementing intelligent document capture and how managers and employees should be prepared for them:

Challenge 1: Building understanding

“It’s always worked well before” – so why invest in a new technology like intelligent document capture? This standard objection usually refers less to the cost issue and more to the level of understanding of the new technology and its potential. How AI-supported document capture differs from other capture methods such as classic ORC, what it is capable of and where its limits are, and what its use means for the future development of the company should be the subject of comprehensive information offerings at the management level. The information package should include an overview of the technical fundamentals, the results of studies and assessments by well-known organizations, as well as use cases and best practices.

Challenge 2: Clarify expectations

“Great, then we can finally…!” With intelligent document capture, processes are automatic and fast, and the information from captured documents is available in real time for immediate processing. However, an AI solution, including intelligent document capture, does not operate completely error-free, nor does it operate without human intervention in the long run. The value added by the new solution does not occur immediately, and the automation potential cannot be exploited overnight either. To ensure that the use of intelligent document capture does not lead to disappointment, management should be kept continuously informed about the status of the project. The decisive factor here is that clear and unvarnished information is communicated right from the start, 

that employees are still needed for document capture,

which processes can be fully automated, what success rates can be achieved and what savings can be made,

which key figures are suitable for measuring success,

that the time to value depends on the complexity of the use case and the nature of the training data, whose structure, quality and classification must be monitored and validated.

Challenge 3: Prepare employees:inside

“Do we really need to…?” Change is not for everyone. As an AI-powered solution, intelligent document capture demands a lot from employees. It’s not just about understanding how the solution works and learning how to use it, but explicitly clarifying what AI does in the solution. Since intelligent document capture will perform tasks that were previously performed by humans, the job profile of employees and their role in the capture process will change. Instead of repetitively capturing data, they will monitor, check and correct the machine work and thereby take responsibility for designing the machine processes. This change process should be initiated well in advance and accompanied by appropriate adaptation programs. In addition, qualification and further training measures are required for the employees concerned. For their daily work, they also need contact points for questions and clarification of uncertainties, which should include support forums and user manuals.

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