3rd July 2025
Enterprises today face unprecedented pressure to digitise processes, reduce costs and improve accuracy. Intelligent document processing (IDP) has emerged as a critical solution, evolving significantly to address complex business demands. In this blog, we’ll explore how IDP has matured, highlighting key technological advancements and illustrating why it’s central to successful business transformation.
Intelligent document processing (IDP) is a technology combining Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP) and Optical Character Recognition (OCR) to automate the processing of structured, semi-structured and unstructured files. IDP extracts, classifies and validates data, significantly reducing manual intervention and enhancing accuracy.
Baloise, a large insurance provider, receives thousands of claim files every day. These include scanned forms, handwritten notes from field agents and supporting photos.
With Liberty IDP, the company automatically classifies each item, extracts relevant information like names, policy numbers and claim amounts and checks it against internal systems. AI models handle poor handwriting, tick boxes and even extract key data from images of accident scenes. This reduces manual work, shortens claim resolution times and improves accuracy.
The benefits:
Intelligent document processing has been useful since its conception, helping organisations automate basic data extraction and categorisation. However, it’s come a very long way. What once handled simple OCR tasks, has now evolved into a mature, AI-powered capability.
Today, the technology has reached a transformative new phase, driven by foundational models built on transformer architectures with massive layers and attention heads trained on vast datasets. Innovations like Generative AI (genAI) and Large Language Models (LLMs), Vision Transformers (ViTs) and Natural Language Processing (NLP) have enabled more general-purpose systems, reducing the need for task-specific customisation and making it faster and more cost-effective to address a wide range of use cases.
Here’s what IDP 2.0 brings to the table:
Modern IDP 2.0 solutions require little to no training data to get started. Thanks to techniques like zero-shot and few-shot learning, AI models can now generalise from just a handful of examples – or even none — making it possible to process unseen documents without lengthy setup. Pre-trained models, intuitive low-code interfaces and template-driven configuration dramatically reduce implementation time and cost.
This means businesses can start realising value from IDP in days, not months. IDP is no longer limited to massive, high-volume use cases like processing tens of thousands of paper documents a year. There’s no longer a need for big, up-front investments that must be written off over time. It’s accessible, flexible and scalable for smaller or more agile processes.
New advances in Large Language Models (LLMs) and contextual AI allow IDP systems to understand meaning, relationships and document structure far more deeply. This enables:
These capabilities are essential for use cases like underwriting, claims and regulatory compliance, where context and completeness are critical.
Modern IDP can analyse multiple data types — text, handwriting, tables and images — within a single workflow. It combines insights from both textual and visual elements for highly accurate extraction, even in complex or low-quality documents. Enhanced capabilities include:
These techniques allow models to accurately detect, segment and interpret visual elements within an image, even under challenging conditions such as low resolution, distortion or occlusion. This enhances security, compliance and speed in processes like customer onboarding and identity verification.
Example: Liberty IDP identifies if multiple required signatures are present .
Example: Liberty IDP advanced visual data interpretation correctly identifies and names changes between 2 pictures.
Example: Liberty IDP processes complex forms such as the European accident report form, including (messy) handwritten text and hand-written drawings (visuals)
Example: Liberty IDP processing tickboxes
Example: Liberty IDP interpreting text and image in the same document
“Together, advanced multi-modal processing, support for long and complex documents and the speed of set-up allows Liberty IDP to unlock automation in high-variation and high-friction processes, which older systems could never handle.”
Bertrand Anckaert
Head of Delivery Liberty IDP, Netcall
IDP technology delivers critical business advantages, take these examples from Input For You, a service provider in the insurance sector:
These real-world results underscore the transformative potential of AI-powered IDP for any organisation seeking to scale with accuracy, agility and efficiency
Liberty IDP is an innovative IDP solution, fully integrated into our Liberty platform, designed specifically for seamless end-to-end automation and advanced case management. Liberty IDP ticks all the boxes of a modern IDP 2.0 solution — offering advanced capabilities such as multi-modal input handling, robust AI for handwriting and image interpretation, adaptive learning models and seamless integration into end-to-end automation workflows:
Intelligent document processing has come a long way. Once limited to high-volume, rule-based document scenarios, IDP has evolved into a highly intelligent, flexible and accessible solution. The shift to IDP 2.0 — powered by AI, multi-modal capabilities and low-code platforms — makes it easier and faster to adopt across a wide range of use cases, including those with smaller volumes or higher variation.
Today’s IDP 2.0 systems deliver stronger accuracy, faster time to value and greater adaptability. This makes IDP not just a tool for automation, but a powerful enabler of enterprise-wide digital transformation – improving processes in claims, onboarding, compliance, service and beyond.
Liberty IDP is IDP 2.0 — bringing together the best of today’s intelligent automation capabilities in a deployable, low-code solution.
What makes our Liberty platform unique is that IDP doesn’t operate in isolation. Liberty IDP is embedded within a broader platform that includes case management, omnichannel CX and is fully integrated into Liberty Create, our low-code solution. This makes it easy to embed IDP directly into custom workflows, automate business logic and trigger actions like calculations or routing in real-time as soon as data is extracted. This means you can go beyond document capture — to orchestrating full, end-to-end processes that deliver real business outcomes and fast realisation of value.
For IT and business leaders looking to modernise operations, Liberty IDP 2.0 in the Liberty platform is not just a smart choice — it’s a transformational one.
Baloise quadrupled its document processing automation using Liberty IDP, cutting costs, improving accuracy, and enhancing customer response times. With 65% straight-through processing, employees gained flexibility, and operations became more scalable. The journey continues toward even higher efficiency and automation.
Business process optimisation enhances efficiency, reduces costs, and improves workflows. Mapping processes helps uncover hidden inefficiencies, enabling better communication and decision-making. Businesses should prioritise optimisation alongside improvement to maximise productivity and ensure long-term success.
Liberty Platform integrates agentic frameworks and AI to automate workflows and make intelligent decisions. Its tools, such as Liberty Converse CX, Liberty Create, and Liberty RPA, enhance customer engagement, empower app development, and streamline processes. This seamless platform helps businesses adapt and thrive in the automation era.
Discover the biggest insurance industry challenges and see why low-code and automation could be the answer. Learn more.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
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