Legal & General use AWS AI to transform Customer Experience, Speed, and Productivity
Legal & General· United KingdomAmazon Textract · Amazon SageMakerLegal & General's UK Retail Retirements Division modernized processing of more than 1 million paper pension documents per year by building Docusort, a document management solution using Amazon Textract and Amazon SageMaker to classify documents, extract data and update backend systems. The machine-learning-powered solution now processes 1,000 documents concurrently in 30 minutes, improving regulatory SLA compliance and enabling the division to redeploy five staff to other work.
Overview
Legal & General's UK Retail Retirements Division modernized processing of more than 1 million paper pension documents per year by building Docusort, a document management solution using Amazon Textract and Amazon SageMaker to classify documents, extract data and update backend systems. The machine-learning-powered solution now processes 1,000 documents concurrently in 30 minutes, improving regulatory SLA compliance and enabling the division to redeploy five staff to other work.
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Inspect the highlighted sourceThe challenge
Legal & General's UK Retail Retirements Division has 5.2 million workplace pension members who send in more than 1 million paper documents a year (about 5,000 pieces daily), each of which must be processed and responded to within a set regulatory SLA period. Its legacy scanning solution limited processing to the number of people handling the documents, and the division wanted a more efficient, scalable and cost-effective process.
The solution
L&G's UK RRD, with its local AWS team, built a proof of concept using Amazon Textract, then engaged AWS Professional Services to scale it into full production as Docusort, a cloud-focused document management solution. Docusort processes documents with Amazon Textract and Amazon SageMaker, classifying documents, extracting relevant datasets, and pushing that data to backend systems to update customer information.
Reported business value
Using AWS, L&G can now process 1,000 documents concurrently in 30 minutes with a serverless architecture that scales up and down to meet workload, meeting SLA requirements more accurately and consistently, and the division has been able to redeploy five employees, improving business productivity.
Sources
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