An internal Compart study shows that 80% of CCM (Customer Communication Management) project expenditure is attributable to services and labor costs, while only 20% is attributable to software. Migration and optimization of existing documents (60 % of working time) and the creation of new documents (30 %) are particularly costly. It is worth noting that 80% of the tasks are repetitive and not creative – they are therefore particularly suitable for AI-supported automation.
The greatest benefit of AI in CCM therefore lies in the reduction of time-consuming, repetitive tasks. This increase in efficiency not only leads to a faster time-to-market, but also frees up specialists so that they can concentrate on strategic and creative tasks.
Compart is developing the following AI-supported use cases for customer communications management:
Documents must be accessible according to PDF/UA standards - manual tagging is time-consuming and error-prone. AI can analyze documents and create tagging rules on this basis, which can be applied to any number of documents of the same class via workflows. As a set of rules created in this way is tested and validated centrally, semantically correct and 100% reliable production can be ensured.
AI can help to create templates for documents faster and more efficiently. Instead of setting up a template manually, users can give simple commands such as: “Create an 8 1/2 X 11 document template with header and footer” or “Generate a table with subtotals and totals based on this XML file”. The AI implements these requests immediately so that specialists only need to make fine adjustments.
Service providers with a large number of customers and companies that are modernizing their IT systems face the challenge of processing input data from different sources and formats. Compart solves this problem with flexible mapping to an abstract “data dictionary”. AI extends this approach by generating new data dictionaries from sample data and creating mappings between new data sources and existing data dictionaries largely automatically. This makes integration processes much more efficient and reduces manual adjustments to a minimum.
Many companies are faced with the challenge of modernizing old CCM systems. Instead of laboriously reconstructing old templates, scripts and logic, AI can analyze existing documents and create new, standardized templates from them. This approach enables faster and more efficient migration, especially when existing content is converted into future-proof formats such as HTML5 – the preferred format in Compart’s approach.
Compart presented its first AI prototypes in March 2024 and has been continuously developing the technology ever since. With the fall 2024 release, the AI assistant was integrated into the DocBridge® Communication Suite as a preview feature. The AI-supported chatbot accesses the technical documentation directly. Users receive comprehensive support when working with the solution. Compart employees are already using AI to create complex tables and content, automate business logic, generate template frameworks and create test data.
The integration of the new functionalities into the DocBridge® Communication Suite is progressing rapidly. Compart plans to implement AI-supported tagging of PDF documents in spring 2025. Thorsten Meudt, CTO of Compart, explains: “After this step, we will gradually roll out the scenarios mentioned into the product and continuously improve the existing functions. The implementation will take place in agile, iterative steps so that we can continuously adapt the technology to new requirements and innovations.”
Artificial intelligence is revolutionizing customer communications management and enabling companies to make their processes more efficient and flexible. The greatest benefits lie in the automation of repetitive tasks, the optimization of documents and the intelligent management of large amounts of data.
