Case Study: Veterans Benefits Administration achieves faster claims intake with Aptive Resources and AI automation

Veterans Benefits Administration automates claims intake with Aptive Resources, extracting 500,000+ fields at 95% accuracy

The Veterans Benefits Administration (VBA) faced significant delays in processing veterans' claims due to a manual intake system. Over 1,000 staff members manually handled more than 14 million annual documents, leading to processing delays of up to 60 days. To reduce these wait times and improve data accuracy, VBA partnered with vendor Aptive Resources to implement an AI-powered and automated solution.

Aptive, in partnership with IBM, deployed a solution using artificial intelligence, machine learning, and cloud infrastructure. This included OCR for data extraction and AWS for monitoring, which automated the classification and processing of documents. As a result, Aptive helped VBA automatically process 45% of all inbound mail, extract over 500,000 form fields with 95% accuracy, and achieve same-day updates, drastically accelerating service delivery for veterans.

Veterans Benefits Administration