- From insurance to banking and mass consumption, smart documents are redefining the interaction between companies and users with a logic centered on data and usability. By integrating business rules, AI, and multiple channels, these documents enable automated and personalized interactions from any device.
Bogotá, July 09, 2025. Customer experience and operational efficiency have established themselves as strategic priorities for organizations.
In this context, DocPath, a global company specializing in software solutions for document and information management, reveals how Smart Documents are emerging as a disruptive solution for companies seeking to optimize processes, personalize their services, and reduce friction in customer interactions.
Unlike traditional documents, a Smart Document is a 100% digital file that integrates structured data and business rules to generate personalized, interactive, and actionable content in real-time. This allows an insurance policy, a financial contract, or even a medical record to automatically adapt to the customer’s context and needs, and to be consumed through multiple channels, from an email to a digital wallet or a mobile app.
“We are leaving the era of static documents behind. Today, any document can be updated in real-time, answer questions, and even be sent to the user’s wallet and provide personalized service without human intervention,” explained Mauricio Saavedra, commercial director at DocPath Latam.
Smart Documents combine customer information with business rules to generate personalized, coherent, and ready-to-use documents in seconds. This automation transforms traditionally slow and error-prone processes into agile and precise workflows, opening the door to multiple operational and strategic benefits.
Among them are:
- True omnichannel: a single document can be distributed, consulted, and updated on multiple platforms without loss of information or duplication of effort.
- Intelligent automation: they are built and adapted automatically based on customer data.
- Reduction of operational costs: they eliminate repetitive tasks and drastically reduce paper use.
- Improved customer experience: they offer immediate answers, personalized explanatory videos, and interactive functionalities.
- Security and traceability: they allow storage, auditing, and detailed analysis of the document’s lifecycle.
- Business opportunities: during interaction with the document, AI can identify the user’s specific needs and enable personalized offers in real-time, aligned with their interests and context.
Although the insurance sector has led its adoption, Smart Documents are transforming other industries by turning documents into interaction channels. From banking to health, retail, and public services, they enable more agile, personalized, and actionable processes, such as digital contracts, warranties, interactive clinical histories, smart invoices, or account statements with embedded consumption analysis and payments, significantly improving the user experience.
AI + Smart Documents: a powerful combination
Artificial intelligence enhances the value of Smart Documents by turning them into intelligent and proactive tools. It allows for generating personalized versions, integrating virtual assistants that resolve doubts in real-time, and producing AI-generated explanatory videos. This combination not only improves comprehension but also facilitates decision-making and enables immediate actions, multiplying its impact on the user experience and process efficiency.
“Beyond digitizing, Smart Documents transform: they activate processes, automate interactions, and turn traditional documents into living service platforms. In an environment where most users access from their smartphone, this technology is key to scaling digital transformation with a focus on usability and efficiency,” concludes Mauricio Saavedra, commercial director at DocPath Latam.
About DocPath:
DocPath is a global company specializing in software solutions for document and information management, and customer experience improvement. Its technology enables large organizations to transform and personalize the way they interact with their stakeholders, ensuring that each contact point in the customer journey is unique and, at the same time, efficient for the company. With an extensive track record in the market, DocPath has been a key ally in the digital transformation of hundreds of organizations worldwide. Banks, insurance companies, and government entities are just some of the sectors that trust its technology to drive innovation and optimize processes.
