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Go Mobile: Using Artificial Intelligence to Process Transactional Customer Communications for Mobile Devices

Did you know that 92% of internet users access the internet using a mobile phone and 78% of adults prefer reading emails, newsletters, and other forms of corporate communications, on their smartphones or tablets? On average, they check their phone 144 times per day, with ¾ of them checking their phone within 5 minutes after receiving an alert.  And when they have a bad mobile experience, nearly half will not re-engage with that brand.

With so many people using their phones for day-to-day tasks and at the ready to respond to communications, why are you still sending vital customer communications via print and mail, which is now a luxury item with the fast-rising postal costs? Even if you make your customer communications available via PDF, a PDF isn’t mobile-ready.  It was designed for computers before there were smartphones or tablets.

Artificial intelligence (AI) and machine learning (ML) play a crucial role in speeding up and automating the process to make customer communications mobile-ready. Image and object recognition technology enables software applications to identify, understand, and use images, objects, and content without human interaction.

Go Mobile uses AI for this very purpose to scan a document and identify its logical page divisions, known as containers, and within those containers identify paragraphs, tables, lists, and images.  It then decides on the most natural and logical order to build the containers from left to right, and top to bottom so that the information can be responsive and easily read and understood on a mobile device. It then gives you the ability to test and verify its AI logic before tagging the document for conversion to responsive HTML.

After a document is tagged, a document index command file (ICF) is generated. The ICF is assigned to the specific document type, such as a letter, an explanation of benefits, or a credit card statement that was used to create the ICF. The ICF is then used in production with Sunrise, our transformation manager, and DTE, our document transformation engine to convert thousands of “like” documents to responsive HTML. Only the variable customer data is different.

Using Go Mobile and its AI capabilities brings significant benefits such as:

  • Eliminating the time, resources, and cost of designing or redesigning document composition templates for mobile devices.
  • Converting existing and archived transactional customer communications on demand into responsive HTML for use on mobile devices.
  • Driving better mobile customer experiences, that create positive outcomes and customer loyalty.

Take a closer look at Go Mobile.  See how it can eliminate the laborious process of designing transactional customer communications for use on mobile devices when converting them to responsive HTML using AI is so much faster and easier.  Contact us to give it a try.

Edit Blog Post
December 28, 2023


  • Erin McCart
    Sr. Manager, Product Management

    Erin McCart is Senior Product Manager at Crawford Technologies, a provider of innovative document solutions that streamline, improve, and manage customer communications. McCart has 25 years of product management and marketing experience in the software industry with a focus on the enterprise content and customer communication management markets. He is a well-respected industry thought leader, blogger and contributor to AIIM, KMWorld, and Workflow Magazine.

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