Macro 4, a division of UNICOM Global, and Charta Porta, a value-added consultancy which specialises in document automation technologies has signed a deal which marries AI-driven Natural Language Processing (NLP) with Macro 4’s enterprise information management (EIM) suite.
The idea is to create an automated answer to handling the influx of inbound email, SMS, social media and other digital correspondence that overwhelms many businesses.
Macro 4 thinks that by automating slow, manual processing, the solution can supercharge response rates, boost customer service and enhance the customer experience while driving back-office efficiencies. Personal or sensitive data within inbound correspondence is automatically identified, allowing the correct retention, security and access rights to be applied to individual messages, complete with data redaction, in line with data privacy regulations.
The new offering combines Macro 4’s Columbus EIM suite with a cloud-based AI service supplied by Charta Porta which uses an AI-driven automation engine from document automation specialist aluma.
The service combines hundreds of techniques and algorithms to understand, classify and extract information from digital (and paper) documents. The integration with Columbus EIM adds proven workflow, content management and process orchestration capabilities.
Macro 4 Partner Manager at Diccon Grayling, explained: “Companies have told us that with inbound digital messages at an all-time high because of the pandemic, they simply do not have the resources to cope. Customers are waiting weeks for a response to an email to the sales or customer service department, for example.”
It’s claimed that in benchmark tests the automation engine has achieved a 99.5 percent accuracy in classifying unstructured content, which is higher than that achieved by human operators and significantly higher than other automated classification engines. The system learns by example in production, meaning accuracy levels quickly improve once live.
“Businesses were already seeing the volume of inbound email and other digital communications growing before COVID-19. The pandemic has accelerated this, with the majority of interactions now digital, and many organizations have prioritized streamlining the management of this ‘virtual mailroom’ as a key part of their digital transformation strategies”, said Grayling.
“Our partnership with Charta Porta creates an easy and quick-to-deploy automated solution to tackle the challenge of responding to this huge increase in digital correspondence.” [Emails &c. Ed.]
