The Fully Automatic Processing of the Austrian Service Check

Dienstleistungsscheck

The challenge

The service check is designed to provide quick, secure and unbureaucratic payment and insurance for marginal employment. However, processing the large volume of submissions presents a massive challenge with high time requirements

The solution

In cooperation with Kapsch and the Insurance Institution for Railways and Mining, we have further developed the processing of service checks. The solution, which is being used in the healthcare sector for the first time, is based on Artificial Intelligence with link|that PRISM, which allows handwritten submissions to be processed automatically.

Learn more about the project and the benefits in this video:

The Intelligent Caller Distribution for the Austrian Health Insurance Fund

project uno

Overview

Since the merger of the Austrian regional health insurance funds into the Österreichische Gesundheitskasse (ÖGK), there has been a central contact point for all concerns of insured persons. To ensure that they quickly reach the right experts, our automatic switchboard helps ÖGK even before the call is answered.

Challenge

Since ÖGK is now responsible for all federal states at the same time, the central hotline receives an enormous volume of calls. Especially at peak times, callers may be on hold longer than expected. In order to make good use of this waiting time, ÖGK has decided to use link|that’ software to deliver questions to the callers. By answering them, they can reach the right destination more quickly.

Solution potential

In the age of smartphones, “Press 2 for Lower Austria” has had its day. That’s why a completely voice-based solution is being used. link|that ECCO Attendant relies on artificial intelligence and the latest advances in speech understanding. The caller’s statements are interpreted and the correct target is determined accordingly.

Implementation & Outlook

The seamless integration into ÖGK’s existing contact center system was achieved in close cooperation with IT-Services der Sozialversicherung GmbH (ITSV). Since the first day, the system works around the clock and brings 8 out of 10 callers directly to the right team. All voice data is interpreted live during the ongoing call and is not stored permanently.

Thanks to the high stability and success rate of link|that’s solution, further projects are already being planned at ÖGK and ITSV. Artificial intelligence effectively supports employees in this case and at the same time provides a more pleasant calling experience for the insured

An Alliance for Correct Classification: ALLIANZ Uses Automatic Document Processing

Colorful Dossier made of paper Stackable lot , Disorderly.

Challenge

In order to be able to manage the constantly growing volume of documents in a meaningful way, ALLIANZ was looking for a solution for the automatic processing of invoices. link|that PRISM is the answer.

Solution

After the invoices are extracted from a batch of documents, each invoice is renamed according to ALLIANZ’s specifications for easy identification based on the document content. This is followed by storing the invoice in a directory named after the invoice recipient taken from the invoice – if this directory does not yet exist, it is created by the application.

ordered documents

Outlook

The application has brought about a significant reduction in the lead time for invoice processing. Due to the relief of the employees in the specialist department from an unloved, undemanding activity, their satisfaction has been significantly increased. UNUM has been running with 0% error rate since going live at the end of 2019.