Use case
Back-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
Flow
From first contact to resolution.
The flow in a few steps. Every step runs on the same platform, without switching systems.
- 01 · IntakeAn application, an invoice or a query arrives by post, email, portal or from a conversation. It becomes a task.
- 02 · RoutingTask routing places it in the right workbin with an SLA, by skill, urgency and deadline.
- 03 · CheckSemantic² reads the documents and checks them against rules, contract and booked amounts. Deviations become a finding in euros.
- 04 · DecisionThe officer sees finding, rule and source location and accepts or rejects. Every decision is logged.
- 05 · ClosingThe result goes back into the business system. The customer is informed on the channel she chose.
What the platform adds
What carries this flow.
The qualities that count day to day – for customers as much as for the teams.
Tasks like contacts
Applications, checks and queries run through the same queue as calls and chats. With skill, priority and deadline.
SLAs you can see
Every task has a deadline. Team leads see in real time what is about to miss it and redirect work.
Documents read
Semantic² reads decision letters, contracts and invoices, structured and scanned, and checks them against your rules.
Finding in euros
Every finding states amount, rule, source location and booking. Auditable rather than asserted.
People decide
Semantic² proposes, the officer decides. Every decision is in the log.
Back into the business system
Results flow through connectors and APIs to wherever the case is managed.
#The back office is customer service too
Many requests do not end in the conversation. An application has to be checked, an invoice approved, a proof requested. This work decides how quickly the customer gets an answer.
Often it is spread across shared mailboxes, spreadsheets and business systems. Nobody sees what is stuck until someone calls to ask.
#Task routing: making work visible
Task routing treats back-office work like contacts. Every task has an SLA, a skill and a workbin. Routing presents it to the right person, not to whoever happens to look first.
Reporting & analytics shows in real time which deadlines are at risk. Team leads redirect work before it gets tight.
| Often today | With Univerx |
|---|---|
| Shared mailbox, first come first served | Routing by skill and deadline |
| Deadlines in lists | An SLA on every task, with alerts |
| Status unclear when the customer asks | One case for service and back office |
#Semantic²: checking documents
Where documents need checking, Semantic² comes in. It reads decision letters, contracts and invoices and checks them against rules, contract and booked amounts: rate, hours, dates, duplicates.
Every deviation becomes a finding in euros, with rule, source location and booking. The officer sees at a glance why the finding was raised, and decides.
#What the combination brings
It helps the service agent on the phone too. When the customer calls, the agent sees where the case stands and what is missing. "We'll get back to you" becomes a concrete answer.
#A typical start
- Workshop: define task types, SLAs, workbins and check rules.
- Pilot: one team, one task type, one document type with Semantic².
- Rollout: more document types, feedback to customers on the channel they chose.
#What goes with it
The guide Using document intelligence in cases covers the choice of documents, check rules and rollout. The post What Semantic² reads shows how a finding is made.
Building blocks
The capabilities behind it.
These capabilities and add-ons carry the solution. Each one is described on its own – with flow, use and rules.
- Add-on
Semantic²
Reads the documents behind every case. Findings in euros.
- AI Act
- DSGVO
- EU
- Univerx Contact Center
Task routing
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
Learn more - Univerx Contact Center
Reporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
Learn more - Univerx AI
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
Learn more - Univerx Marketplace & Developer
CRM & ITSM
Ready-made connectors for common CRM and IT service management systems: customer contact appears in the business system, and business data appears on the agent desktop. No double entry, no window switching.
Learn more - Univerx Trust Center
Responsible AI
Transparency, human oversight, fairness, privacy and governance for every AI module in Univerx: AI agents, Univerx Assist, conversation analytics, knowledge and Semantic². Principles that work as settings.
Learn more
Industries
Where this flow often starts.
Industries in which this use case is often the first step – each with its own rules and add-ons.
Public sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
- Digital citizen office
- Citizen service on every channel
Insurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
- Semantic² for claims documents
- Signature in the conversation
Healthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
- Appointments without a phone queue
- Video consultations without a download
Manufacturing
After-sales and B2B service on one platform: technician hotline, spare-part and fault cases with task routing, connections to CRM and service management. Documents for your NIS2 obligations on request.
- After-sales & service
- Task routing
Frequently asked questions
Does Semantic² decide on payments or decisions by itself?
No. Semantic² reads, checks and provides evidence. A person always makes the decision, and every decision is logged.
Which documents can Semantic² read?
Decision letters, contracts, invoices and case data, structured or scanned. Which document types suit your case is something we clarify in the workshop.
Do we need Semantic² for task routing?
No. Task routing is part of Univerx Contact Center. Semantic² is an add-on for cases in which documents have to be checked.
How do you deal with the EU AI Act?
Univerx is designed for human oversight, logging and approval of models. Whether your use is subject to particular duties is for you to clarify with your legal team; we supply documents.
Further reading
Guides2 November 2026 · 11 min readUsing document intelligence in cases
Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.
Health & insurance31 October 2026 · 5 min readReviewing claims and benefit documents: where document intelligence helps
Many checks are reading and comparing. Others are weighing up. Document intelligence helps with the first and leaves the second where it belongs.
Practice & how-to1 November 2026 · 5 min readWhat Semantic² reads, and how a finding is made
A finding is not a gut feeling. It has four parts, and each of them can be checked. This is how it is made.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.