- Advance digital transformation and automation initiatives by thinking beyond polished customer-facing platforms. - Uncover hidden, unexpected opportunities in the middle and back office to drive better business outcomes and improve customer experience. - Discover how rethinking workflows can not only improve operational efficiency, but also create new product and service possibilities.

1. Efficiencies That
Drive
Experience
Anatola He
HyperScience
a@hyperscience.com

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1 | Company Background
2 | Why We Are Here
3 | Case Studies
4 | Takeaways

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I. Company Background

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[ HyperScience ]
uses machine learning to automate office work.

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We take this…

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And turn it into this…

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Data entry is still largely done by hand

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Data entry is still largely done by hand
Reading text, especially handwriting requires a deep
understanding of language.

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Data entry is still largely done by hand
Reading text, especially handwriting requires a deep
understanding of language.
Which is why, only doctors can read doctors’ handwriting

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Scanning Sorting Keying Integration

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Scanning Sorting Keying Integration
Mail rooms receive high volumes of incoming forms, where they are sorted and
scanned to create digital images of the forms.

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Scanning Sorting Keying Integration
Forms then need to be identified and sorted into various types to send to the
appropriate processing teams.
We automatically identify and understand each type of incoming form, and sort
them accordingly before processing.

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Scanning Sorting Keying Integration
Data entry teams receive the forms and spend significant time keying and rekeying the
submitted data. Manual keying is slow, expensive and error-prone.
We reduce the keying workload and increase throughput. Teams go from manually
keying every field on every form to only reviewing a subset of machine-entered fields.

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Scanning Sorting Keying Integration
The data often needs to be scrubbed and formatted before going into a database
(especially if it comes from a variety of forms).
We understand that the same field can be called different things on different forms,
and conform the data to your database conventions.

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Machine learning powers better data extraction.

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We operate at the intersection of
the hard and the boring

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It’s hard because this beyond
the cutting edge of AI

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Golly gee today is the day
I’m going to work on forms
and document processing!!
“
”
And it’s pretty boring…

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But it’s these boring spaces that are
often underserved and overlooked,
and therefore where there is often the
most opportunity
And it’s pretty boring…

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II. Why We Are Here

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Most companies are building or have built slick mobile apps
and various other portals for customers to access their
information

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But they’re realizing it’s hard to
convince customers that they’re dealing
with a digital experience like these…

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But they’re realizing it’s hard to
convince customers that they’re dealing
with a digital experience like these…

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But they’re realizing it’s hard to
convince customers that they’re dealing
with a digital experience like these…

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When the underlying processes that
power those platforms actually look like
this…

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Serving your customers involves a tremendous amount
of manual work
That has several consequences for the quality of service
you are able to provide your customers…

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Your customers are waiting for you… or something faster
#1 - It’s Slow

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#2 - Manual Work Is Expensive

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#2 - Manual Work Is Expensive
This is faster and cheaper.

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#2 - Manual Work Is Expensive
Providing a higher level of service to your customers
for less money

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#3 - Humans Are Error Prone

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#3 - Humans Are Error Prone
…yeah, okay.

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Clerical Errors Lead to Misunderstandings…
#3 - Humans Are Error Prone
• It’s annoying
• It’s Infuriating
• It’s possibly life-threatening (depending on
where the error was made)
• Customers feel unheard and misunderstood…

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In Short…
When you serve your customers poorly, slowly,
and at a high price point, they will eventually
discover better options and want to leave.

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In Contrast…
Some companies are embracing middle and
back office workflow enhancements in their
customer-centric digitization / automation strategy.
And are seeing benefits pop up in the customer
journeys that these workflows power behind the
scenes.

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[ Faster ]
Cheaper
Better

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Faster
[ Cheaper ]
Better

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Faster
Cheaper
[ Better ]

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III. Case Studies

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[ Faster ]

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[ Faster ]
➔ Eliminated and reduced backlogs
➔ Prioritization of high-value / high-urgency customers
➔ New business / product opportunities
➔ Faster turnaround time for quotes and decisions

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[ Cheaper ]

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[ Cheaper ]
➔ Reduction of ~70-90% of data keying related costs
➔ Rapid issuance of new policies
➔ Faster or instantaneous claims settlement
➔ More efficient / effective use of underwriters

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[ Better ]

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[ Better ]
➔ Optimize underwriting / pricing models
➔ Surface new loss recovery opportunities
➔ Match supply and demand / aggregate customers in novel ways
➔ Create products and incentives for lower risk customers

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IV. Takeaways

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1 | Prevailing practices masquerade as best practices

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1 | Prevailing practices masquerade as best practices
2 | Rip & replace is not the only way to get value

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1 | Prevailing practices masquerade as best practices
2 | Rip & replace is not the only way to get value
3 | Customer-centric initiatives span across departments

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Thank You
a@hyperscience.com