How can BPOs scale-up operations with Hyper-automation?

How can BPOs scale-up operations with Hyper-automation?

Many organizations are increasingly outsourcing processes, functions, and operations so they can focus on their core goals. Document scanning, processing, and management is thus increasingly outsourced as well. In these extremely rapidly changing markets, BPOs that don’t evolve with respect to the high-volume document capture and data processing needs, will be sidelined in the coming future. As organizations move from digitization to digital transformation, BPOs and high-end document service bureaus need to transform as well.

For a BPO, usually the clients’ needs are variable. Then, how to manage all different types of documents, from checks to invoices, and from structured to unstructured forms, without losing speed? And how to manage it all while scaling quickly to meet unexpected demands? After a thorough analysis of executives’ feedbacks here’s our view that summarizes the pain-points that BPOs commonly suffer:

  1. A major job in BPOs is to extract data and get it into their clients’ hands quickly. However, slow processes interfere with the clients’ businesses. The constant pressure to reduce spending is inevitable. Adopting the legacy document capture solutions can cost you big. Besides, if such solutions are template-based or rules-based, it needs humans to visually define the document’s key-field areas. Thus it turns time and labor-intensive.
  2. Few jobs often require exhaustive manual entry and constant operator oversight, and are prone to human error. BPOs can’t afford errors when providing information to clients’ downstream systems. Your customers expect high-quality, error-free information every time.
  3. BPOs need to serve their clients at unrivaled speed with the flexible, high-volume information capture capabilities – while saving time and money. Reliance upon heavy manual processes increases costs and reduces cost competitiveness.
  4. Lack of automation impacts a BPO’s ability to identify process improvement opportunities to further drive down costs.
  5. In this “multi-channel” input world, documents arrive via FTP, email, mobile device, etc. This increases the overall complexity of the processes.

To sum up, in the document-oriented BPOs, the major share of the daily job is document transformation into actionable data, where data accuracy is a significant requirement. The most common means of offering this service is through “brute force” manual data entry, where human error is not only constant, but can be significantly affected by various factors.

When it comes to automation investments and strategies, we start to see arguments in favor of various levels of adoption and automation capability. Automation using RPA merely addresses the needs where applications are bound to perform predefined and repetitive tasks.

For example, For a ‘Bot’ deployed in the Procurement process, to be able to read an invoice, all supplier invoices must be received in the same format with the same fields. However, in this “multi-channel” input world, documents can arrive via FTP, email, mobile device, etc.and the layout of every invoice would be most probably different. This makes the human involvement inevitable in such scenarios which are then perceived as a partial failure of automation. What overcomes all these limitations, is this new evolved stage of technology that significantly adds this human ‘cognitive capability’ to the existing automation in the process: Hyper-automation!

 

What is Hyper-automation?

Hyper-automation is the combination of automation technologies and artificial intelligence that, when combined, boost human capabilities, allowing them to complete processes faster, more efficiently, and with fewer errors. Hyper-automation could be simply perceived as RPA reinforced with artificial intelligence (AI). While RPA is software robots, or bots, that mimic human actions, AI is concerned with simulating human intelligence by machines. The integration of the two enables end-to-end business process automation and delivers greater impact. Our another blog explains in detail how Hyper-automation differs from automation and the key areas where different industries can begin its adoption. Lets us see how Hyper-automation implies for the document-oriented BPOs :

In the process that automates document processing using RPA based tools, there is little trust in the system to accurately classify or extract data, creating an utter need for supervisors to verify all data manually. This means that while capital has been used to acquire and implement automation systems, true automation is not achieved in the large majority of BPOs. To overcome this, Hyper-automation combines RPA, AI, machine learning, Process Mining, decision management, and natural-language processing, all to make automation smarter! Generic examples or use cases that can be addressed with Hyper-automation include:

  • Understanding documents to extract structured data using Intelligent Data Capture technique
  • Extracting structured data from invoices, sales orders, receipts, etc.
  • Parsing domain-specific information from emails using NLP (Natural Language Processing)
  • Enhancing the existing automation workflows using AI/ML (Artificial Intelligence/Machine Learning)

KlearStack: How does this Intelligent Document Processing platform makes Hyper automation possible?

KlearStack is an AI-based platform that turns clients’ unstructured documents into a competitive advantage by automating data extraction from various financial documents without human intervention of drawing templates. Processing invoices, resumes, legal contracts, and other documents manually would be inefficient, non-scalable, complex, and might lead to errors.

However, due to Intelligent Document Processing models in KlearStack which are built using OCR, AI, and ML automate these routine processes, improve efficiency, effectiveness, accuracy, and consistency across various workflows in the organization. Learn more about how KlearStack brings artificial intelligence and automation together in this explainer demo video.

 

What can BPOs achieve with Hyper automation?

  1. Labor Costs: Most BPOs identify increased labor costs as their biggest challenge for BPO growth. Deploying Hyperautomation based solutions significantly reduce the human involvement in processing as well as supervision activities.
  2. Expanded Opportunity in Document Processing: The top opportunity for growth is in expanding the document types of their organization processes.
  3. Deeper Relationship with Existing Customers: Improved precision and expanded service offerings to existing customers can boost profits.
  4. Highest Profit Improvements: Improved processing of a diverse range of documents and can translate into significant profit improvements.
  5. Increased Revenue Growth.
Ashutosh Saitwal
Ashutosh Saitwal
www.klearstack.com/

Ashutosh is the founder and director of the award winning KlearStack AI platform. You can catch him speaking at NASSCOM events around the world where he speaks and is an evangelist for RPA, AI, Machine Learning and Intelligent Document Processing.