The Customer
Managing General Agency, Pearl Holding Group was searching for ways to implement AI into their existing processes. Specifically, they were facing challenges with their document management system, especially when it came to indexing high-priority items.
To address this issue, Pearl partnered with Roots to automate their indexing process.
Using Roots’ AI Agents, Pearl was able to streamline its document management processes and refocus their employees to work on less arduous tasks.
The Situation
Up to 650 structured and unstructured documents, such as HIPPA forms, and demands from attorneys and providers are sent to Pearl Holding Group each day.
Reviewing each document manually used to be tedious and time-consuming as this process involved a team of five employees working on hundreds of forms per day.
The goal was to index each document in 2 minutes or less, but the average handle time could be up to 3 minutes per record. The manual indexing and complexity of the documents could lead to human error and made extracting data difficult.
In addition, since attorney demands are time-sensitive and require a response, they are considered high-priority, so the speed at which these are reviewed is essential. Pearl employees previously took 48 hours to respond to demand letters and up to 5 minutes to index. Their target goal was to process the demands within 24 hours at less than 3 minutes per letter.
Finally, seasonal and time-driven factors (such as month end), resulted in highly variable volumes around demands and documents impacting SLAs.
The Challenge
Automating Document Management: Enhancing Efficiency, Accuracy, and Team Morale
The main problem Pearl faced was the inefficiency of manual indexing, which required a significant amount of human capital, was prone to error, and lacked a way to extract data in a meaningful way.
Based on these challenges, Pearl had 4 main goals:
- Reduce team size without affecting capacity
- Obtain better analysis and reporting from demands, gleaning more insights to improve claims processing performance
- Avoid sending letters for review to the first report team which were higher-cost employees
- Improve team morale and remove highly repetitive and monotonous work
In summary, the company needed a solution to automate the document management process, record data, and improve accuracy. Pearl knew they would have to outsource this AI solution as optical character recognition (OCR) was not a skill their IT team possessed.
The Solution
Streamlining Document Management: Pearl's Success with AI and Automation
Pearl decided to explore AI and automation as a solution to their document management challenges. After researching potential partners, they chose Roots for its strong reputation and expertise in AI technologies.
Roots worked with operations and IT to design a small team of AI Agents that could act as digital coworkers to handle document indexing and data extraction tasks from demand letters, which Pearl’s team aptly named “Indy” and “Amanda” respectively.
The implementation of AI Agents, Indy and Amanda, allowed Pearl Holding Group to streamline its document management processes significantly, reduce reliance on manual labor and transform its document management operations.
This not only improved efficiency but also provided valuable data insights for better decision-making.
As a result, Pearl is actively exploring further opportunities to implement similar AI-powered solutions to streamline additional processes across the organization.