One of our clients, a mortgage processing company, faced a common challenge: managing a high volume of incoming correspondence, most of which arrived through the U.S. Mail. These documents ranged from simple thank-you notes to basic inquiries, and even urgent, time-sensitive letters requiring prompt attention.
The Old Way: Manual and Risk-Prone
Previously, all correspondence was handled manually. Each envelope was opened by hand, read by a person, and then routed — again, manually — to the correct department or team member. As you can imagine, this process was:
- Time-consuming
- Vulnerable to delays and human error
- Prone to misrouting or even total inaction
In some cases, important documents sat idle for days simply because they didn’t land in the right hands quickly enough.
The New Way: AI-Powered Efficiency
We helped this client revolutionize their workflow using Microsoft's Azure AI Document Intelligence, integrated with Informa’s AI Connector.
Now, all the correspondence, including envelopes and attachments are scanned and automatically analyzed by AI trained to understand the types of correspondence unique to the mortgage industry. From there:
- AI identifies the type of communication.
- It locates the relevant account in the client’s back-office system.
- The full document package is routed to the right human agent for processing and disposition.
This eliminates the manual bottleneck entirely. Urgent items are flagged and processed in a timely fashion, and nothing falls through the cracks.
Is It Time to Rethink Your Mailroom?
Click the button below or email us directly to start the conversation. Let’s talk about how AI can streamline your operations — and give your team more time to focus on what matters most.
If your business still relies on manual processing of physical mail, we’d love to help you explore a more modern, efficient alternative.