At OSG, we spend a lot of time thinking about what’s next, both from the communication technology side, as well as for the customers on the receiving end of those communications. And right now, the intersection of artificial intelligence and regulated documents is one of the most exciting frontiers we’re exploring.
With OSG JourneyConnect Orion®, our new AI engine powering the JourneyConnect ecosystem, we’re expanding what’s possible inside the four corners of a document. The latest example? Conversational AI, embedded directly within interactive documents, that turns static content into dynamic, intelligent conversations.
Let’s unpack what that means and why it matters.
From Read-Only to Responsive
Regulated communications like bills, EOBs, renewal notices, and policy documents haven’t changed much in decades. For all the progress we’ve made with multichannel delivery and smart design, many of these documents still operate like digital replicas of their printed predecessors: read-only, rigid, and passive.
That’s a missed opportunity.
OSG JourneyConnect Orion’s in-document bot is flipping the script. Instead of just presenting information, your documents can now respond. The in-document bot is embedded within the document itself, ready to help customers understand, act on, or follow up with a question, without ever leaving the document.
This isn’t a generic chatbot sitting on your website homepage. This is a contextually aware, deeply integrated assistant that lives within a bill, an explanation of benefits, or a coverage summary. It knows the document, understands its data, and can guide the customer in real time based on what they’re looking at.
Knowing your Customer Better
With the in-document bot working in tandem with interactive document technology and the upcoming JourneyConnect Orion Real-Time Insights & Predictive Analytics module, we’re unlocking a new layer of customer intelligence. As users interact with the document and engage with the bot, we can capture meaningful behavioral data in real time.
Let’s say a large segment of customers consistently asks the same question about a line item or section of the document. That insight becomes actionable. We can use it to improve how that information is presented, clarify confusing terms, or even personalize the content for different audiences. This turns every interaction into a feedback loop that helps you continuously refine and optimize your communications for clarity, relevance, and impact.
A Conversation Where It Counts
Here’s an example: a customer opens their monthly utility bill. They’re confused about a new charge. They can ask the intelligent in-document bot, “What is this $47.25 fee for?” and get an instant answer right there in the document, referencing that specific line item.
Or maybe they’re reviewing a healthcare EOB and want to know, “Explain this test that has been charged” – The bot understands the question, pulls the relevant data, and responds conversationally, without redirecting to a portal, requiring a login, or escalating to a call center.
This is AI doing what it does best: delivering clarity in the moment of confusion and simplifying tasks at the customer’s point of need.
Better Experiences, Lower Friction
Why embed bots directly in documents? Because that’s where the customer’s attention is. Requiring customers to switch channels just to understand or act on a document creates unnecessary friction and can increase the cost to service them. Case in point, IVR.
Conversational AI, embedded within the document, keeps the experience seamless. It meets customers where they are, answers their questions in context, and often resolves issues that would otherwise become service tickets or abandoned tasks.
The result? Better customer satisfaction, faster resolution, and reduced strain on your operations team, thus potentially mitigating inbound calls.
Built for Compliance and Control
Of course, we’re talking about regulated communications, so beyond the bot being smart and helpful, it needs to be compliant, consistent, and controllable, which is baked into OSG JourneyConnect Orion’s architecture.
Each in-document bot is trained on your specific document templates, data fields, and business logic. Responses are governed by curated content libraries and configured intent models. You control what’s shown, how it’s phrased, and what actions are allowed
This isn’t open-ended generative AI, rather, it is a tightly controlled, supervised, and specifically designed system for secure and regulated communications.
Final Word
At OSG, we believe every message should strive to do more than merely inform. With our intelligent in-document bot, we’re opening a new chapter in customer engagement: one where the document itself listens, learns, and responds.
