Automate Document Processing with ServiceNow Document Intelligence
Written by Harini Krishnamurthy
Senior Lead – Content Writer
December 13, 2022
A New Way to use Machine Learning in ServiceNow
With the Tokyo release, ServiceNow has enhanced the Document Intelligence workspace and provides features for document management. These features enable us to quickly review & process text extraction. Document Intelligence (DocIntel) helps to transform digital documents into value for your workflows.
Document Intelligence is an intuitive and flexible application for dynamic businesses with highly variable document processing needs that change over time. Define what information you want from your documents and teach AI models to extract that information through the interface. Over time, the application improves with your data, making it faster in extracting data from your documents and eventually enabling full automation if desired.
It applies to structured and semi-structured documents for any industry use case. It scales as your business processes change over time. It combines OCR (Optical Character Recognition) with state-of-the-art continuously learning AI.
It is fully integrated into the Now Platform for faster ROI without compromising security.
Business Challenge
- Challenge for every Industry
- Organizations still rely heavily on information extraction from digital documents to run their operations.
- Existing document processing methods are resource-intensive, rigid, and error-prone.
- Real-world documents are too variable & change too often for template-based approaches to perform reliably at scale.
Key Highlights
- Low-Code: Document extraction tasks are set up swiftly for extraction with a low-code configuration. Users then begin teaching the AI through the autocomplete feature.
- Quick Value Realization: Ability to quickly and effectively process documents that can’t be automated with zero historical data, offering quantifiable time savings from Day 1.
- The Application Gets Better and Better: Recommendations improve over time, increasing the amount of work performed by AI and the number of daily documents processed by each user.
- Ready to Spend Less Time Validating Data: When enough documents have been processed, values can be extracted with less agent involvement.
- Measure Success with the Document Intelligence Dashboard: The Document Intelligence dashboard provides valuable metrics for usage and value. These metrics help view, analyze, and measure the use and effectiveness of the Document Intelligence solution.
Accelerate Document Processing with AI
When business information lives in a document, it can be very hard to recover the value of that data and incorporate it into digital workflows.
Some processes require documents because there are no digital alternatives like identity documents. Others still use scans of paper documents like receipts, invoices, or cheques. There are also all the legacy reasons when a document is the output of another process, such as laboratory analysis or insurance underwriting.
To realize value, documents need to be digitized, leading to manual data extraction, thus introducing human error.
It’s not always easy to automate complex processes, especially when they involve specialized documents and forms. As a result, it’s often necessary to implement manual stages and otherwise streamlined workflows to address the verification or extraction of information from these critical assets.
You can capture, integrate, and action document-based data in your ServiceNow workflows using document intelligence on the ServiceNow platform. This new solution synergizes with an extensive array of capabilities in the ServiceNow build and automate portfolio to ensure you can automate and connect anything, even custom documents, to ServiceNow. E.g., a document with complex formatting like a driver’s license, identity card, or passport; while they all contain some of the same critical information, they can come in vastly different formats and layouts.
Some common use cases for ServiceNow Document Intelligence.
- Client Onboarding (KYC)
- Purchase Order Validation
- Invoice Verification
- Mortgage Application processing
- Insurance Submission Processing
- Medical Bill Claims Processing
Document Intelligence leverages predictive Intelligence. Use document Intelligence in Flow Designer to automate any workflow with documents. The Integration setup leverages the pre-populated templates to configure Flows in minutes.
Application Requirements (Licensing)
Enterprises need to have Financial Services Operations Pro Or Automation Engine Pro | Enterprise license for activating the Document Intelligence.
Plugins and Entitlement
A specific Document Intelligence entitlement is required. The base plugin is Document Intelligence com.glide.platform_docintel and depends on Predictive Intelligence com.glide.platform_ml and Document Intelligence UIB Component com.sn_docintel_iframe, which are automatically installed with the base plugin.
Roles
The admin role is needed for plugin installation.
- Grant users below roles so that they can configure and manage settings for Document Intelligence.
- sn_docintel.admin or
- sn_docintel.manager
- Grant users below roles so that they can view or extract data.
- sn_docintel.creation_agent
- sn_docintel.extraction_agent
- sn_docintel.viewer
Self-Hosted and regulated market
Document Intelligence is not yet available for self-hosted customers and in regulated market data centres.
Phased Implementation Approach
We recommend taking a phased, responsible approach to automation with minimal disruption to business which includes below steps:
Teach
Eliminate Complex Data Extraction
Advantages
- Starts with zero data
- Provides value from day 1.
- Learns from a few examples only.
- Learns from a few examples only.
- Provides value from day 1.
- Starts with zero data
Review
Advantages
- Continuously improves predictions.
- Keeps the human in the loop
- Minimizes data entry errors.
- Continuously improves predictions.
- Keeps the human in the loop
- Minimizes data entry errors.
Integrate & Monitor
Advantages
- Handles change over time.
- Generalizes to rare document types.
- Reduces processing time and efforts.
- Reduces processing time and efforts.
- Generalizes to rare document types.
- Handles change over time.
Document Intelligence Flow
Upload Document >> Run OCR & AI Models >> Return scores/user inputs >> Update Models
Summary
Apply Machine Learning to documents in record time. Help employees understand and improve business processes. Ask us our experts for a demo to get real world use cases of our unique approach to document intelligence. Explore how Document Intelligence can improve the quality and reliability of your Service Management processes. Royal Cyber is a premier partner and our work on the ServiceNow Platform is continuous and collaborative. Together, we are expanding the use of the Now Platform with new pilot projects, optimizing processes for an ever-growing range of business areas. For more information, you can email us at [email protected] or visit www.royalcyber.com.
