Client name
Leading telecommunications operator in Poland
Client type
Leading telecommunications operator in Poland
Industry
Telecommunications / B2C and B2B
Context
Handling both individual (B2C) and business (B2B) customers in the telecom sector involves daily processing of massive amounts of documents: from new contracts, annexes, and terminations, to personal data changes, assignment registrations, authorizations, and updates to corporate registration data.
Each case generates a full set of submitted documents. Lack of standardization, the multitude of processes, and the need for precise data validation against internal systems (e.g., CRM, archives, contracts) made the manual process not only costly and time-consuming but also highly error-prone.
The operations team was overloaded, and scaling this process meant further personnel costs.
In response to these challenges, the operator decided to implement the docAI system by Nu Delta, which enables:
Document type recognition (e.g., annex, assignment, termination),
Assigning the document to the appropriate operational process,
Extracting data from predefined fields (PESEL, NIP, KRS, addresses, dates),
Validating this data against system data,
Marking missing info, signatures, discrepancies, or unrecognized documents.
Thanks to full automation of document classification, analysis, and validation, the company was able to relieve the operations team, reduce errors, and significantly speed up customer service — all while maintaining compliance with regulations (including GDPR), data quality, and process consistency.
Effects and results obtained
In the telecom industry, where thousands of documents from individual and business customers are processed daily, speed, completeness, and data accuracy are crucial. High variability of documents, diverse scenarios (new contracts, changes, terminations), and the need for compliance with internal systems make manual processing costly and inefficient. To meet these challenges, the Client decided to implement a solution based on docAI technology by Nu Delta.
Document Classification
The system automatically recognizes the type of each received document (personal or corporate).Document Assignment to Specific Processes
The system assigns the document to the appropriate workflow scenario without operator intervention.Data Extraction from Predefined Fields
For each recognized document type, the system reads specific predefined fields, e.g., document number, expiry date, full name, PESEL/NIP, address, company name, residence card, KRS number, etc.Data Validation Between Documents and Systems
Extracted data is automatically compared with data stored in the operator’s systems (e.g., contract data, CRM, previous submissions).Reporting
Each set of documents, after processing and verification, is presented to the user as a clear and concise report.
Results:
Automatic recognition of 23 contract types and assignment of documents to corresponding processes (e.g., annex, termination, data change)
Handling and recognition of over 10 types of identity and registration documents, including CEIDG, KRS, Polish/EU ID cards, residence permits, passports, and Polak cards
Validation and comparison of data across documents (e.g., PESEL/NIP, address data, company name)
Verification of stamp and signature compliance
Automatic rejection of incomplete or unrecognized documents (“return to sender”)
Faster document processing times and reduction of manual errors
Client goals
Automated analysis of documents in contract processes (new, amended, terminated)
Reduced employee involvement in manual document assignment and analysis
Ensured high data quality and compliance in customer service processes
Simplified client data updates based on new documents (e.g., expired ID, address/headquarters change)
Starting point
Manual document analysis: time-consuming and error-prone
Lack of standardization: various document types sent in different formats, often with poor scan quality
Need to link multiple documents to a specific contract or service process
Risk of formal errors — e.g., data mismatches, missing up-to-date documents
Document types covered by the implementation
CEIDG, KRS, ID card (PL and EU), passport, residence card, Pole’s Card, permanent residence card, EU residence certificate
Formats: PDF, JPG, PNG — scans and photos
Support for 23 types of contracts and related processes, including:
TELECOMMUNICATION SERVICES AGREEMENT
TV SERVICE AGREEMENT
ASSIGNMENT (CESJA)
DECLARATIONS
INSTALLMENT SALE AGREEMENT
AUTHORIZATION TO CONCLUDE AGREEMENT
EXCERPT FROM CEIDG
Scope and course
Why Nu Delta: the ability to recognize non-standard document types and link them to various processes, with high OCR accuracy and classification precision.
What we did: document classification, data extraction from predefined fields, validation rules, automatic assignment to a process or marking as unrecognized.
Document Classification
The system automatically identifies the type of each received document, both personal (e.g., ID card, passport) and corporate (e.g., KRS, CEIDG, certificates). Recognition works regardless of document layout, format (PDF/JPG/PNG), or scan quality. Over 10 types of identity and registration documents are supported.Document Assignment to Specific Process
Based on the recognized document type and contract context (e.g., new contract, annex, data change, termination), the system assigns the document to the appropriate scenario without operator intervention. Documents that do not fit any known process are marked as “unrecognized” and returned with an appropriate annotation.Data Extraction from Predefined Fields
For each recognized document type, the system reads specific predefined fields such as document number, expiry date, full name, PESEL/NIP, address, company name, residence type, KRS number, etc. This applies to both individuals’ and business entities’ documents.Data Validation Between Documents and Systems
Extracted data is automatically compared with information stored in the operator’s systems (e.g., contract data, CRM, previous submissions). The system detects missing data, inconsistencies (e.g., expired ID), and duplicates. It also verifies the presence, completeness, and correctness of stamps and signatures.Results Sharing and Reporting
Each set of documents, after processing and verification, is presented to the user in a clear report. If the document meets all criteria, it proceeds to the next stage. If not, it is sent back for correction with justification. The system enables immediate decisions and eliminates the need for manual file review.
Technology: docAI by Nu Delta (OCR + NLP + rules), operating on-premises or as SaaS.
Security: full GDPR compliance, data processing within the EU.
Integrations and how it works
Integration with the operator’s document management system
Automatic assignment of documents to CRM/contracts processes
Handling of “returns” – unrecognized documents are sent back to the operator with comments
We handle thousands of documents weekly, which translates to over 600,000 processed pages monthly. Without Nu Delta, this volume would have to pass through hundreds of pairs of hands. What you don’t see makes the biggest difference — thanks to automation with Nu Delta, clients get their matters resolved faster, and our team no longer wastes time sifting through documents.
