A new software platform from Kodak's Document Imaging business enables companies to quickly make sense of input from virtually any communications channel—including text messages, social media posts and emails—to improve the outcome of customer service interactions. Kodak Info Insight Platform reads, understands, and uses incoming and existing data to create a powerful, actionable stream of information and knowledge, which helps increase speed and lower the cost of completing business transactions.
Harvey Spencer, president of Harvey Spencer Associates, an analyst firm with more than 20 years of experience in the capture software market, describes the Info Insight Platform as "a major advance in software solutions for the capture industry by Kodak's Document Imaging business. Leveraging cloud power, it catapults Kodak into offering a very sophisticated set of technologies which, applied to unstructured document understanding, has the ability to substantially reduce transaction administration cost while improving processes and customer service."
Info Insight Platform (http://www.kodak.com/go/InfoInsightNews) offers a suite of applications that enable a variety of businesses to benefit from automated information management processes. It is best suited for organisations that interact with large numbers of customers, for example in customer response management, digital mailroom management and claims management systems. Other potential use cases include invoice reading and expense management.
"Businesses need a way to keep up with the growing number of customer interactions, especially those that occur on mobile devices or social networks and typically arrive as unstructured input. Without the right system in place, these types of exchanges result in inefficient transactions and dissatisfied customers," said Rod Hughes, Kodak's General Manager of Software and Solutions for Document Imaging. "Info Insight Platform removes these bottlenecks by eliminating wasteful processes, connecting disparate systems, and automating tasks. Its applications can generate a response to common inquiries and route more complex jobs to the right individual in the organisation along with a suggested response."
Info Insight Platform executes transactions and manages customer responses based on its ability to "understand" the nature of specific communications, accurately extract key information, and route it into an associated workflow of a related CRM or ERP system. Standard connectors also integrate the platform with businesses' existing IT infrastructure, information sources and back-end systems.
"Business processes and customer interactions tend to be dynamic, not static, which makes it difficult to maintain a consistent approach across all input and communication channels," said Robert Bijster, Kodak's Worldwide Product Manager, Advanced Capture Solutions for Document Imaging. "Info Insight Platform addresses such challenges by employing self-learning techniques that help automate input classification through an adaptive way of understanding what information is required to complete its associated task."
As a software as a service (SaaS) or an on-premise implementation, Info Insight Platform provides businesses with end-to-end solutions that drive business efficiency and improved customer engagement. Kodak invites attendees of the FOSE 2013 show (14 to 16 May in Washington, DC) to visit booth 1210 for a demonstration of the Info Insight Platform.
Kodak and its partners offer Professional Services that provide customers with the initial training and ongoing technical and business support they need to ensure a robust and worry-free implementation of Info Insight Platform. Kodak Service & Support offers comprehensive maintenance and support plans and Professional Services that allow customers to maximize their software investments.
To learn more about Kodak Info Insight Platform, visit http://www.kodak.com/go/InfoInsightNews