A 2019 Everest Group study reinforces the growing role of IDP across industries, estimating that IDP is expected to grow 70-80% in the next two years "and will rapidly accelerate as enterprises seek to harness the power of artificial intelligence (AI) technologies to improve compliance and governance and reduce the overall cost of processing huge volumes of information."

Don't automate broken processes. Before automating anything, it's important to review your processes to make sure they are efficient and sound. Look at how your data enters the organization, where it moves, what systems it needs to work with, and how it is used to achieve business goals and service customers.

Recognize that people will always be part of the solution. People aren't perfect, and neither are machines. To solve challenging, real-world problems (like reliably capturing the data contained in documents), machines need supervision. Once you understand that, the key is to investigate how a solution involves employees in the process. Invest in a system that reliably automates the repetitive, tedious tasks and is smart about when to involve your employees, giving them more time to focus on customer service, upselling customers or providing strategic value in other ways.
Focus on incremental change. Regardless of the technology being added, it's important to implement change incrementally so that you can finetune new processes, allow employees to become accustomed to the new way of doing things and adjust as needed.

According to a McKinsey report, "over the next decade, next-generation capabilities have the potential to completely transform the claims process." Thanks to new automation technologies powered by AI, both customers and employees alike will be freed from the data bottlenecks and outdated processes that have been a key challenge to more strategic business growth.

Special Reports /

Using AI for effective claims processing

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