10 Things You Need to Know about Content Analytics and Case Management

We use Case Management to improve the way we serve our partners and customers by grouping all of their related information together, front-and-center, in an easy to access “case.” At the heart of serving customers is the daunting task of trying to put all of the information included in a case to work by making a decision or an informed action. But, in a world that seems to triple its information output every year, this task is becoming harder and harder to manage. So, how can you possibly know all there is to know to run your business?

The capacity of computers to recognize meaning in text, sound or images has progressed slowly and steadily over many years, but with the arrival of multi-processor cores, and the continual refinement of software algorithms, we are in a position where both the speed and the accuracy of recognition can support a wide range of applications. In particular, when we add analysis to recognition, we can match up content with rules and policies, detect unusual behavior, spot patterns and trends, and infer emotions and sentiments. Content analytics is a key part of “big data” business intelligence, but it is also driving auto-classification, content remediation, security correction, adaptive case management, and operations monitoring.

Humans hate filing. Even more, they hate sifting content for deletion - and they are generally bad at it. Computers are much more consistent in their application of rules, and given suitable criteria for classification, or for deletion, can hugely reduce unwanted content. This improves the searchability and business value of what remains, and also make-safe any sensitive content. Beyond this, we can use meaningful extraction of comments, opinions, diagnoses, reports, claims, social chat, and so on, to gain business insight, improve competitive advantage, or achieve a fast response.

That’s where the use of Analytics comes in. When teamed up with Case Management, a new world of business value is opened up that allows for contextual search, investigative analytics, predictive analytics, and more.

What You Need to Know About Content Analytics and Case Management

Consider these data points from AIIM research: 

1. 73% of organizations agree that enhancing the value of legacy content is better than wholesale deletion. 53% agree that auto-classification is the only way to get content chaos under control.
2. 73% consider that there is real business insight to be gained if they can get the analytics right. 63% are being held back by a lack of analytic skills and an absence of allocated responsibilities.
3. 34% of organizations are using content analytics for process automation, information governance, contextual search, or business insight. A further 44% have plans in place.
4. 17% consider content analytics to be “essential” now for their organization, growing to 59% in 5 years’ time. Plus, 28% feeling it “is something we definitely need.”
5. 15% are using OCR data capture of inbound content for process input, 14% are auto-classifying content for archive, and 12% are auto-routing to specific processes or to case-files. 10% are triggering processes from inbound content, including 5% from mobile device input.
6. 5% have fully automated filing or archiving of inbound emails, and 11% user-prompted filing. 24% have plans in the next 12-18 months.
7. Benefits from inbound analytics include faster-flowing processes (50%), happier staff (32%), and improved governance (20%). 18% are seeing high levels of “hands-off” processing.
8. Improved search is the biggest benefit of auto-classification (reported by 52%) along with better staff productivity (40%), and improved compliance and governance (31%). Defensible deletion and recovered storage space are also reported (19%).
9. 24% have at least one “big content” project for business insight, with 10% having several. Improved product or service quality is the strongest objective, followed by core investigations and research, and then detection of non-compliance.
10. 34% have achieved ROI in 12 months or less, and 68% in 18 months or less.