Digital Transformation in Vietnam: A Leap Forward for Businesses and Government Services
In recent years, Vietnam has made significant strides in digital transformation. The country’s efforts to digitize administrative procedures, such as the chip-based citizen identity program, and the shift to online public services, have propelled it to 71st place in the 2024 Electronic Government Development Index rankings. Embracing this trend, businesses have also emerged as pioneers in adopting technology into their operations and service offerings.
DIGITIZING CUSTOMER EXPERIENCE
A notable example is the life insurance industry, which, in response to amendments and updates in the Insurance Business Law, has turned to technology as a new direction to adapt to the market context. Specifically, insurance companies have been applying technology to their management processes to handle the vast and complex customer database. This has enabled companies to optimize their operations and save costs, especially in adapting to the new wave of the Insurance Business Law.
A leading example is Prudential, one of the first insurance companies to “shift” the traditional claims and compensation process to the electronic system, E-claim, since 2018. Customers can easily submit claims through online portals such as Prudential Vietnam’s official Zalo page or through the PRUOnline app and website.
Recently, the company has applied a new generation of OCR technology to automate the process of handling urgent insurance benefit requests, such as outpatient healthcare, hospitalization support, and surgery…
The new generation of OCR is a solution developed by Prudential in collaboration with VinBigdata JSC (Vingroup Group), capable of automatically reading and analyzing information from insurance documents submitted by customers in image format. As a result, Prudential customers can quickly receive feedback and insurance benefit settlement results within a few minutes. Simultaneously, consultants can closely monitor the request processing and proactively provide timely support when needed.
According to Prudential’s records from October 19 to November 5, the new OCR solution supported the resolution of over 50% of Prudential’s insurance benefit requests, significantly reducing waiting times. Among these, 243 requests received settlement results within 3 minutes, and 1,636 requests were resolved within 30 minutes from the time of successful submission to the time of receiving the settlement result.
A BREAKTHROUGH IN DOCUMENT PROCESSING WITH AI GEN
In reality, the processing and digitization of documents with the help of OCR technology have been implemented earlier in many Vietnamese organizations and businesses. However, most units only use traditional OCR methods.
According to Dr. Nguyen Quy Ha, Director of VinBigdata’s Image Analysis Technology Division, the difference between VinBigdata’s new generation OCR solution and existing products on the market lies in its approach and application of new technologies such as AI Gen.
Beyond merely developing a character extraction solution from documents, VinBigdata’s new technology offers a comprehensive tool toward Intelligent Document Processing (IDP). By combining Large Language Models (LLMs) and traditional Optical Character Recognition (OCR) technology, the solution enhances the capabilities of the algorithms.
Specifically, VinBigdata’s new OCR solution can flexibly handle various document formats and is not limited by the number of documents. Notably, the AI Gen technology enables the easy extraction of all text fields from any document and the extraction of information from new document templates without spending time on data collection or AI model training.
The solution also supports a host of useful features, including automatic document quality checking, classification, and separation of multiple documents within a file or on the same page. It also offers tools to enhance document image quality, table correction, and more.
VinBigdata’s representative shared that during the collaboration with Prudential, the implementation team encountered a common challenge: a document’s structure could vary from simple to complex, and the same type of document could have hundreds or thousands of different templates. Additionally, the information to be extracted could be in various forms, including printed or handwritten text fields, tables, stamps, signatures, etc. Even the same information could be presented very differently on documents, such as different date formats, tables with or without borders, round or square marks, digital or handwritten signatures, and data that is not on the paper but needs to be inferred from context and knowledge.
“These were significant challenges, and VinBigdata’s solution has successfully addressed them and continues to improve daily to support businesses more effectively,” added Dr. Nguyen Quy Ha.
In addition to implementing the new generation OCR solution in the insurance field, VinBigdata will further promote the application of this solution in other areas such as banking and finance and public services in the future. This will contribute to optimizing and automating core processes, thereby maximizing customer experience.
By continuously researching and integrating the latest core technologies into its product ecosystem, VinBigdata aspires to accompany Vietnamese businesses in creating exceptional values and delivering superior experiences to their customers.
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