Eastman Kodak Company – Controlled Confidential Distribution Only

Kodak Info Insight Platform 2013/04/19

Insure The Future With Kodak Info Insight Platform

Global Directions 2013

What Most Organizations Seek

Ability to Scale

Business

More Efficient

Processes

Improve Customer

Loyalty

Cost Savings

Grow Revenue

To Achieve This, Organizations Must

D D

D

Manage Input

Manage Business

Processes & Cases

Manage Customer

Interactions

Manage Knowledge

Ability to Scale

Business

Faster Response

More Input Diversity

Co

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un

icat

ion

Fr

eq

ue

ncy

Se

lf S

erv

ice

G

en

era

tio

n

Social Transparency

Co

st &

Co

mp

etitio

n

Unstructured Content

Pro

cess

Inte

gration

Challenges That Organizations Face

Digital Service Strategy

Learn Content

Automate Processes

Generate New Opportunities

Achieve Intelligence

Mailroom Response

Self Service

Integration Platform Editions

Web Scout Com Crawler

Knowledge

D D

D

Response Management Web Self Service Knowledge Management

Public Corporate

INFO INSIGHT WORKLOW & INTEGRATION PLATFORM

Supervised Content Text Modules Communications Documents File Systems Decisions Experts Communities

Example 1: Insurance Company

• Composite Insurance company

• 2 million members

•Manual process for calculating rates and adjusting benefits

Challenges And Goals

• Prevent switching between media, which occurs when employees need to manually access third-party systems

•Decrease average processing time per inquiry

• Create one integrated software solution to automate all text-based customer inquiries

• Expedited capturing, routing and processing of customer inquiries

• Improved quality through test routines and service level reporting

Key Customer Requirements

• Classifying incoming emails based on content through keywords and intelligent analysis

•Automated identification and extraction of relevant data from email messages

•Automated validation and transfer of data to third-party software via Web services

• Response template is automatically populated with output (PDF) and is then archived

•Manual processing is limited to reviewing and sending

Classify contents

Identify relevant

data

Create proposal

Review (Quality control)

Response

Archive

Manual

Automated

Before Implementation

10 Minutes

Classify text

Extraction Web

Service

Generate proposal

Review (Quality Control)

Archive Response

Manual

Automated

After Implementation

57

Seconds

Reduction of Processing Time 90%

Example 2 – Online Car Insurance

• Leading online auto insurance company

– 8,600 employees

– 10 million customers

– €5.5 B($7 B)in premiums

• Exclusively processes customer dialogs via email and through their Web portal

– Volume of about 50 million per year

• Existing correspondence management solution offers limited functionality and cannot cope with increased processing volumes

Challenges And Goals

•No cross-channel customer and case histories

• Incoming email messages are largely processed manually

– Frequent switching between media, as there is no interface to legacy systems

• Incoming emails automatically need to be classified into approximately 100 different process categories

•New solution must run stably and demonstrate high performance, especially in the face of high processing volumes

Key Customer Requirements

• Content classification of incoming emails through keywords and intelligent analysis

•Automatic identification and extraction of relevant data from email messages

•Automatic validation against HOST system

•Automatic storage in third-party systems (image archive, processing software)

•Automatic population of process-specific response templates

• Implementation of centralized knowledge base that will also be utilized in self-service on the website

Realized Results And Benefits

• Considerable reduction of average processing time per case

•About 80% of all emails are automatically assigned to correct process

•Up to 40% of emails, including relevant data, are transferred to processing system without manual intervention

• Close to 1 in 4 online inquiries on the website are brought to conclusion with suggestive responses

Realized Results And Benefits

25% Web

Inquiry Automation

80% Automatically

Assigned

40%

Automatically

Transferred Considerable

Time Reduction per Case

Automated Claims Processing

Responsive Customer Dialog

Claims Agent with Info Insight Solution

New Business Opportunities

Fraud Detection

Responsive Customer Dialog

All Communication Channels

Suggestive Answers

Intelligent Skill Based Routing

Reduced Average Handling Time

Social Media Engagement

Increase Customer Satisfaction

New Business Opportunities

Help Customers Complete Process

Proactive Customer Interaction

Repurpose Available Time

Sell New Insurance Products

Increase Customer Loyalty

Automated Claims Processing

Faster End-to-End Processing

Automate Repetitive Tasks

Paper, Email, Social Media, Etc.

Self Learning Classification

Seamless Integration with Systems

Fraud Detection

Very Flexible Integration Options

Dynamic Knowledge Base

Customer Communication History

Unstructured Content Classification

Example 3 – Consumer Electronics

100%

55%

45%

Case Study: Consumer Electronics

•World leader in consumer electronics

• Product warranty and return management

•Ongoing shift from retail to direct customer communications

–Driven by changing end user expectations

–Now 45% B2B and 55% B2C

• Total number of cases increases by 30% per year

Challenges And Goals

• Improve customer service quality and reduce response time

• Reduce operational cost for service contacts (also for customer contacts by phone)

•Access to centralized Knowledge Management content

• Integrated and accelerated completion of product return and warranty questions

• Service level and service topic transparency (VoC - Voice of the Customer)

Key Customer Requirements

•Avoid use of contact forms on the Web

– Instead, have customers freely formulate their inquiries

•Use a limited numver of central mail boxes

•Automatically classify, sort (B2B, B2C) and prioritize messages

• Centralized customer history and service level management

•Automatically provide suggestive answers to be used for Employee, Partner, and Consumer communications

• Lower operational cost by at least 20%

Realized Results And Benefits

9 Months

ROI

34% Savings

Highest ESS (80)

Project Completed In 3 Months

Business Process

Modeled in New Platform

Key Benefits Of Kodak Info Insight

•A single platform handles Multi-channel input

– Future proof solution for multipage TIFF, JPG, PDF, PDF/A, DOC, DOCX, PPT, email, SMS etc.

– Virtually eliminates need to maintain multiple solutions

– Lowers total cost of ownership (incl. licensing, training)

•Unparalleled handling of unstructured content

–Makes businesses and processes much more scalable

– Significantly reduces cost and handling time

• Full automatic input processing

– Reduces cost of information capture

– Speeds up business transactions

– Increases customer satisfaction

Key Benefits Of Kodak Info Insight

•Artificial intelligence

–Achieves higher accuracy than competitive solutions

–Allows learning from the behavior of experienced customer staff during their evaluation of information

• Self learning classification

– Reduces implementation time

– Improves accuracy by leveraging knowledge worker expertise

• Platform independency and open integration

– Future proof

• support for e.g. MS SQL Server, Oracle, MySQL

• Integration via web services (XML), ODBC, JDBC, message queues, native to third-party systems

– Leverage existing IT skill sets and investments

• Lowers total cost of ownership

Key Benefits Of Kodak Info Insight

•Reliable, secure solution that grows with your needs

– Scalable, transaction-secure and highly accessible operation

–Highly customizable to meet specific current and future business requirements

• Cloud or On Premise deployment

– Cloud to deploy solution with greater ease and speed

• Reduces complexity of scaling infrastructure and lowers burden on end user IT

• Transparent model with easy and real-time cost and billing information

–On Premise to deploy with maximum control