Enhancing Document Management Efficiency with AI-Powered Digital Coworkers
Pearl Holding Group leverages Digital Coworkers to ingest, index and process unstructured documents such as legal demand letters and various HIPAA forms.
With Indy and Amanda in place, Pearl was able to repurpose its human workforce by 50%, freeing them up for more critical tasks and eliminating the need for manual indexing.
Indy and Amanda process documents in less than 1 minute, which is significantly faster than human workers, reducing response times to legal demands and claims.
Automation reduced the likelihood of errors, ensuring that important data was accurately indexed and extracted, consistently every time.
Managing General Agency, Pearl Holding Group was searching for ways to implement AI into their existing processes. Specifically, they were facing challenges with their document management system, especially when it came to indexing high-priority items.
To address this issue, Pearl partnered with Roots Automation to automate their indexing process.
Using Roots’ AI-powered Digital Coworkers, Pearl was able to streamline its document management processes and refocus their employees to work on less arduous tasks.
Up to 650 structured and unstructured documents, such as HIPPA forms, and demands from attorneys and providers are sent to Pearl Holding Group each day.
Reviewing each document manually used to be tedious and time-consuming as this process involved a team of five employees working on hundreds of forms per day.
The goal was to index each document in 2 minutes or less, but the average handle time could be up to 3 minutes per record. The manual indexing and complexity of the documents could lead to human error and made extracting data difficult.
In addition, since attorney demands are time-sensitive and require a response, they are considered high-priority, so the speed at which these are reviewed is essential. Pearl employees previously took 48 hours to respond to demand letters and up to 5 minutes to index. Their target goal was to process the demands within 24 hours at less than 3 minutes per letter.
Finally, seasonal and time-driven factors (such as month end), resulted in highly variable volumes around demands and documents impacting SLAs.
The main problem Pearl faced was the inefficiency of manual indexing, which required a significant amount of human capital, was prone to error, and lacked a way to extract data in a meaningful way.
Based on these challenges, Pearl had 4 main goals:
In summary, the company needed a solution to automate the document management process, record data, and improve accuracy. Pearl knew they would have to outsource this AI solution as optical character recognition (OCR) was not a skill their IT team possessed.
Pearl decided to explore AI and automation as a solution to their document management challenges. After researching potential partners, they chose Roots Automation for its strong reputation and expertise in AI technologies.
Roots worked with operations and IT to design a small team of Digital Coworkers to handle document indexing and data extraction tasks from demand letters, which Pearl’s team aptly named “Indy” and “Amanda” respectively.
The implementation of Indy and Amanda allowed Pearl Holding Group to streamline its document management processes significantly, reduce reliance on manual labor and transform its document management operations.
This not only improved efficiency but also provided valuable data insights for better decision-making.
As a result, Pearl is actively exploring further opportunities to implement similar AI-powered solutions to streamline additional processes across the organization.
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