USE CASE
Document classification for agent workflow automation.
Classify incoming customer documents and present the right agent workflow during the interaction.
SoterraOne helps teams identify submitted documents such as repair estimates, police reports, receipts, forms, and records, then use that classification to guide the next step. Agents can review the right UI, confirm extracted details, and complete required work while still engaged with the customer.
POST-INTERACTION WORK
Document handling should not take agents off-queue.
When documents arrive during an interaction, agents often need to review them later, determine what was submitted, open the right system, and complete follow-up work after the conversation ends. SoterraOne helps move that work into the live interaction by identifying the document type and presenting the right workflow while the customer is still engaged.
Reduce After-Call Work
Complete document-driven tasks during the customer interaction instead of after it ends.
Guide Agent Next Steps
Use document classification to present the right UI, form, or workflow for the submitted content.
Improve Workflow Accuracy
Help agents capture the right information based on the document type received.
Reduce Off-Queue Time
Complete document-driven work during live interactions instead of after-call handling.
Receive Document
A customer submits a document such as an estimate, report, receipt, form, or supporting record.
Classify Document Type
InsightOne identifies what kind of document was received based on configured document types.
Present the Right Workflow
The classification determines which agent UI, form, or workflow should be displayed.
Complete During Interaction
Agents review extracted details, confirm required fields, and complete the task while the customer is still engaged.
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CLASSIFICATION WORKFLOW
How document classification works
SoterraOne identifies the type of document submitted, applies the right processing logic, and presents the agent with the workflow needed to complete the next step.
EXAMPLE WORKFLOW
From incoming document to the right agent workflow.
A customer submits a supporting document during an insurance interaction. SoterraOne classifies the file, identifies the document type, and presents the agent with the appropriate workflow and pre-populated fields.
INSURANCE DOCUMENT CLASSIFICATION
Insurance document classification for live agent handling.
Incoming documents such as auto repair estimates, police reports, and receipts can trigger different agent workflows. Instead of reviewing and processing the document after the interaction, the agent can complete the required steps while the customer is still available.
