Automated processing and monitoring reduce document delays and input errors: With expertise in cloud technologies, machine learning and project management, Aptive and team partner IBM were well-positioned to overhaul VBA’s claims processing system.
New and emerging technologies
VBA adopted cloud-based services and emerging technologies like machine learning and robotic process automation to streamline VBA and claimant communication and data handling, interpretation, classification and predictive analysis. For example, Optical Character Recognition (OCR) uses machine learning and AI to scan handwritten documents and translate characters into digital text. OCR reduces human error because it can often decipher handwriting better than humans. Turning handwriting into digital code that is entered into a database significantly improved document entry time. This automated process can input documents in a matter of hours instead of days.
Fully automated monitoring
Using Slack and Amazon Web Services, VBA can continuously monitor data processing and be notified through Slack channel alerts when any data processing issues arise. A host of additional integrated services also completely automates user story capture, training and communications materials, data migration specifications, frequently asked questions and common problems and resolutions, reducing defects and slowdowns caused by manual or semi-automated processes.
Swift document processing with quality assurance
Aptive developed software that harnesses Amazon Web Services file processing to review and store newly scanned documents and send them for processing. Hundreds of documents can run through this software while quality assurance testing confirms accuracy for each one.
With this approach, VBA can automatically process incoming documents the same day they arrive using AI and robotic process automation. Meanwhile, Aptive leads the deployment and integration of these processes, continually tests products, deploys features and enhancements to ensure consistency and quality of VBA services, and has regular strategic planning sessions with VA leadership.