Challenge
A growing ecosystem, a bottleneck in the making
The client operates a fast-scaling aging care services business, connecting policyholders with a network of more than 200 service providers that submit invoices for care rendered. As the business grew, so did invoice volumes – and the existing process couldn't keep up.
The client recognized the problem clearly: heavy manual effort, legacy capture technology delivering only 30%–40% extraction accuracy, and a 48-hour invoice response service-level agreement (SLA) that was increasingly misaligned with the expectations of a digital-first partner ecosystem. Payment delays and processing friction were beginning to strain relationships with the very service providers the business depended on.
It knew that sustaining growth meant solving the invoice capture challenge at its root – and that doing so right required a partner with the right technology and the right expertise.
Solution
Agentic AI at the heart of invoice capture
The client partnered with Genpact to deploy Genpact AP Capture, the agentic AI-powered invoice data extraction module within the Genpact AP Suite. Rather than layering automation on top of a broken process, the team tackled the root cause: unreliable, manual-heavy invoice capture.
Genpact AP Capture replaced the legacy optical character recognition (OCR) approach with intelligent document capture that classifies, extracts, and validates invoice data with improved accuracy. The solution automated the extraction and validation of service provider invoice details – including rates, discounts, and approvals – converting previously manual inputs into structured, reliable data for downstream review.
Alongside the deployment of the data extraction module, Genpact migrated the platform to a more stable cloud architecture, significantly reducing outages and instability that had compounded the client's operational challenges. Delivered as a SaaS-based, automated, and scalable solution, Genpact AP Capture integrated seamlessly into existing workflows and delivered measurable results early in deployment.
Impact
From days to minutes, and a stronger partner ecosystem
The results showed early and measurable improvement. Data extraction accuracy climbed from 30%–40% to over 95%, significantly reducing rework and exceptions. Invoice extraction turnaround dropped to under 3 minutes, and service provider response time fell from 48 hours to approximately 15 minutes per invoice.
These weren't just internal efficiency gains. Faster, more accurate responses strengthened trust and collaboration across the client's service provider network – an important outcome for a business where timely payments are foundational to partner relationships. Operational stability also improved following the cloud migration.
The success came from a clear-eyed focus on the real problem, AI-driven automation instead of rule-based workarounds, and close collaboration between Genpact and the client's teams. With the foundation now in place, the client is exploring how to scale Genpact AP Capture further and apply Genpact's broader agentic AI capabilities – including across claims and enterprise workflows – as it continues to grow.
