A modern healthcare service provider faced the challenge of efficiently and systematically processing an ever-growing volume of incoming documents, data, and interactions from various sources.
From faxes to chatbots: The content came in a wide variety of formats, was sometimes unstructured, and first had to be digitized, analyzed, and routed to the appropriate processes. Whether it was emails, forms, scanned documents, or interactions via web, mobile, or other service channels.

Together with N47, an approach was developed that systematically captures and understands this incoming data and converts it into structured, actionable information.

Documents and data had to be processed, verified, and transferred to various systems manually. At the same time, content had to be structured and routed to the appropriate business processes. Personal data, in particular, is subject to strict regulatory requirements.

The challenges included:

• processing a wide variety of documents, data, and interactions
• error-prone and redundant data maintenance
• high requirements for data protection and data security (GDPR)
• the audit-proof, traceable, and audit-compliant processing of sensitive data
• the secure and regulatory-compliant use of AI

In collaboration with N47, various AI-powered components and processes were implemented to systematically capture, analyze, distribute, and automatically process documents, data, and interactions.

Document and Data Processing

The following elements, among others, were utilized:

• AI-powered classification of incoming documents
• OCR- and ML-based extraction of structured and unstructured content
• Automated routing and further processing of cases
• Processing of over 30 different document types
• Pattern recognition and analysis to support risk and fraud detection

AI-powered interaction and knowledge systems

A key component was AI-powered interaction and knowledge systems, which enable employees and customers to search, analyze, and provide structured access to documents, data, and knowledge content through modern large language models (LLMs) in a conversational manner.

The systems integrate existing knowledge sources, databases, and enterprise systems, and assist employees with complex inquiries as well as the rapid navigation of large volumes of information.

• Dialogue-based access to documents, data, and knowledge content
• Integration with knowledge, ticketing, monitoring, and backend systems, among others
• Reduction of workload in first-level support
• Extensible architecture for additional AI services

An AI system recognizes incoming data (both structured and unstructured) and consolidates it into structured data.

Security, Compliance & AI Governance

As an ISO 27001-certified service provider, secure and regulatory-compliant implementation was of particular importance to N47.

• Processing of sensitive data in accordance with the highest security and data protection standards
• Audit-proof and auditable processing, including audit trails
• Transparent and controllable AI-supported processes
• Implementation in compliance with Swiss data protection regulations, the GDPR, and the EU AI Act

Overall, the processing of documents and data has been fundamentally streamlined and stabilized, while simultaneously meeting the highest standards for security and compliance:

• Consistent processing of incoming information across all channels
• Higher data quality through structured extraction and validation
• Transparent and traceable processing steps
• Secure and regulatory-compliant use of AI
• Reduced workload for employees in complex inbound scenarios
• Foundation for data-driven analytics, risk detection, and intelligent services