Doculabs' Insights #38
The incoming wave of Agentic AI. The problems of ignoring information governance. Why you need to pay attention to RAGs. And more.
We’re always speaking with customers and potential customers. No surprise, many ask us some variation “why should we work with you?”
You’d think we would lead with our expertise.
And, yes, our consultants average decades of experience in turning theory and ideas into practical, actionable implementation advice that allows you to take advantage of intelligent automation tools.
But we don’t have a monopoly on intelligent automation and process knowledge. There have been subject matter experts who are great at their jobs in all of our engagements over the past (nearly) 40 years.
So while our collective knowledge does give us an edge, it’s not what sets us apart.
We channel Goose from the original Top Gun.
We feel the need . . . the need for speed. We can help you shrink your rollout time for using process intelligence to deliver actionable business value from months to weeks.
And then we can help you do it again.
And again.
We’ve also been asked to “show our work.” So we have and have documented our experiences around claims handling and process intelligence in a free eBook.
Automating Claims Handling With Process Intelligence illustrates how we used process intelligence tools from Celonis to provide a rapid return on value.
Here are the takeaways from one of the 10 case studies – each story is a client we helped – included in the book:
Routing rules are difficult to access until you correlate the sequence of activities with outcomes over 1,000’s of claims
Often, 20%+ of claims bouncing back from offshore or BPO teams resulting in multiple touches and rework were identified
Within 60 days, an assessment using process mining was able to identify changes that can be implemented immediately, often without IT involvement.
Download the eBook. See what we’ve done for other companies. Then give us a call and let’s see how we can help you.
Thanks for reading.
The Doculabs Team
Contrarians Poke Holes in Predictions of AI's Impact
Agentic AI: The Next Evolution of Great Experiences
The Unindicted Co-Conspirator in the CMS Industry’s Malaise
From RAGs to riches: A practical guide to making your local AI chatbot smarter
Normalizing the Spaghetti Bowl of Document Processing Tools
Information Management Governance: Making the Most of Our Information
Contrarians Poke Holes in Predictions of AI's Impact
It’s always a good idea to look at both sides of an argument, especially regarding AI. From the beginning of this article: “Some of the arguments are rooted in the behavior of AI companies themselves. As they steadily launch new and improved versions of their software, AI-naysayers say these companies gloss over critiques, talk up their products’ potential and brush aside talks of AI’s impending state of consciousness.”
“The media's cheerleader-style coverage isn't helping either, critics say. OpenAI’s employees often treat ChatGPT as if it was ready to pull up a chair and chat, beginning their day by asking, ‘Hey, ChatGPT, how’s it going?’ Kevin Roose writing for The New York Times asked, ‘[If] OpenAI’s own employees can’t resist treating ChatGPT as a human, is it any mystery whether the rest of us will?’” Read more.
Agentic AI: The Next Evolution of Great Experiences
This from our partner ServiceNow explains their perspective on Agentic AI. Here’s how they define it:
Simply put, Agentic AI multiplies what people can accomplish on their own. It involves AI systems that act and interact in smart and autonomous ways—with people providing oversight and guardrails. Agentic AI moves people from being helped by AI assistants to managing fleets of AI agents. Read more.
The Unindicted Co-Conspirator in the CMS Industry’s Malaise
Content management systems are, to use the technical term, a mess. This is a good overview of the root causes and challenges. Essentially, there’s an information governance problem. Here’s the gist of the article:
Root causes identified. CMS challenges arise from outdated systems and shifting user needs, impacting the effectiveness of content management processes across organizations.
Content creation matters. Low expectations for content creators have led to a disconnect between intent and execution, undermining the overall quality of content in CMS.
Need for ownership. Clear ownership of content management systems is essential, as it aligns content teams with technical stakeholders to enhance the user experience.
From RAGs to riches: A Practical Guide to Making Your Local AI Chatbot Smarter
This provides a good starting point for anyone who needs good, short overview of this important technique for improving AI results. From the article: “Short for retrieval augmented generation, the technology has been heralded by everyone from Nvidia's Jensen Huang to Intel's savior-in-chief Pat Gelsinger as the thing that's going to make AI models useful enough to warrant investment in relatively pricey GPUs and accelerators.”
Normalizing the Spaghetti Bowl of Document Processing Tools
Workflows need documents to function properly. But behind the scenes document processing is a tangled mess. The author argues for normalization of documents. He explains: “By embedding intelligence into every file, document and page, normalization streamlines workflows and enhances operational efficiency. It may seem futuristic to have a print file contain information that provides a mail inserter with setup information, or the billing account information for every document in the file so it can automatically create accurate reporting. However, these are some of the phenomenal benefits that come from a modern normalized workflow.”
Information Management Governance: Making the Most of Our Information
We always talk about the value of information governance. Turns out, it’s important to IT pros too. From an AIIM blog written by Pieter Lokker:
Information Life-cycle Management (ILM)
E-Discovery
Information Protection Privacy
Information Practices and Behaviours
JUST FOR FUN
Happy Halloween everyone!