Fabric partnered with the client to design and deliver an AI-powered Intelligent Document Processing (IDP) platform that automated the ingestion, classification and extraction of information from incoming customer correspondence.

Following discovery workshops and rapid proof-of-concepts, the team co-designed a cloud-native solution with business and technology stakeholders, embedding security and compliance from day one. Leveraging AWS AI services, the platform uses machine learning to accurately classify documents and extract critical customer information in real time, while integrating seamlessly with existing systems. A human-in-the-loop management interface also enables continuous model learning and ongoing improvements in accuracy.

‍

The new platform transformed the client’s document processing operations, delivering measurable improvements across efficiency, customer experience and compliance:

• 70% of enquiries are now processed end-to-end without manual intervention.
• 90% document classification accuracy.
• 3x reduction in operational costs.
• Manual processing times reduced from days to minutes.
• Significantly improved same-day customer response rates.
• Sensitive customer data is now processed entirely within the client’s secure cloud environment, strengthening compliance and reducing operational risk.