The impact of AI on knowledge intensive companies

ETHIAS - How Ethias improves customer satisfaction and process efficiency with an AI-powered document treatment solution?

Speakers: Marie Wehenkel, Artificial Intelligence Program Manager | Business Automation & Technologies @ Ethias & Kevin Françoisse, CEO @ Sagacify

Ethias handles hundreds of thousands of claims leading to healthcare reimbursement. But with each new claim comes many documents sent by customers (hospital invoices, pharmacy bills, etc). This represents a large variety of documents that are today treated manually by claims handlers. However, manual document treatment is costly and slow, which could negatively impact the customer experience if the client didn’t have its claim managed in a short delay. In addition, this task is time-consuming for claims handlers. As a result, there was a strong need to automate document processing. Ethias integrated an AI solution to automate the processing of any documents very quickly. With this solution, Ethias is able to significantly reduce the time of treatment of its subscriptors and, consequently, increase customers satisfaction. On top, claim handlers at Ethias have now the opportunity to focus on more interesting and higher value-added analysis tasks.

EDR CREDIT SERVICES - Automating and speeding up the customer acceptance process in lending and rental services.

Speakers: Bruno Van Den Bossche, CTO @ Docbyte & Laurent De Cocker, Project Manager @ Docbyte

EDR Credit Services supports its customers, mainly leasing and financial services companies, with their customer acceptance and vetting process. This involves processing large volumes of customer supplied documents. AI & ML techniques are used in real time to classify the documents while at the same time extracting essential information and as such reducing the workload. When users upload documents, mistakes happen, documents are missing, the quality of the scan isn’t sufficient etc. By automatically validating the uploaded documents and giving live feedback to the customer, the user experience is significantly improved, the process is sped up and the quality of information is improved.

The information provided by end users often contains personal information, not always relevant to the case at hand. By automating anonymization of the data where possible, the risk of GDPR violations is significantly reduced. Finally, tedious and error prone analysis tasks like extraction of the salary, rent and loan information from 20-page bank statements can be highly automated which allows EDR employees to focus on the core of their activities.

CUSTOMER COLLECTIVE - How Customer Collective streamlined and scaled their acquisition driven go to market strategy with AI

Speakers: Dennis De Cat, Managing Director @ Customer Collective & Charles Boutens, CEO @ uman

Fast growing through acquisitions (+300 employees, 6 companies, 4 countries in 3 years’ time), each company acquired by Customer Collective worked in silos, with very different working methods and tools and with a different degree of maturity in terms of knowledge sharing. Finding information was becoming a major bottleneck for efficient growth (long sales cycles, senior people overwhelmed, onboarding new employees…). The challenge was to increase cross-sell opportunities across companies, to increase efficiency by stopping people from reinventing the wheel and to boost knowledge sharing across Customer Collective without hurting the individual DNA of each company.

AI provided a way to create a smart search layer across all tools and companies without the need for process changes. Each company had to continue to operate as it was used to. Thanks to AI, there was no manual effort and no long set-up journey, as the intelligent search that can solve different business critical search use cases worked out of the box.