inSTREAM now receives the emails and containing claims information and attachments, understanding the meaning and intent, extracting the relevant information and categorising it, finally uploading it into the insurer’s business system. When inSTREAM is unsure of the meaning of an email or attachment it refers it to a member of the customer service team and learns from the actions and decision they make for future reference.
Within seven to eight weeks of operation, 68% of emails were correctly categorized. The insurer can analyse the data related to incoming claims, which helps it to process claims quickly — a value-add for their insured customers. The system "learns" from the email exceptions, enabling an increase in the number of emails it can categorize. Process costs were reduced by 70%.