Case Study
UST SmartOps powers 2.4 million class action claims in six weeks, driving growth for a leading legal services firm
OUR CLIENT
Founded more than a decade ago, this company offers a range of services for the legal industry, including settlement management, litigation support, and bankruptcy administration. The company has been recognized as one of the fastest-growing legal services companies.
THE CHALLENGE
Reduce manual legal workflows to process class action lawsuit claims
For years, the legal services company relied on a legacy application to manage incoming claims packages, which are collections of evidence, such as receipts, emails, insurance policies, and opt-out forms. Processing each claim required extensive manual effort, including categorization, classification, and data entry into case forms. The lack of automation created operational bottlenecks that overwhelmed staff, slowed case resolution from missed deadlines, and posed human-error risks that could undermine client trust.
As class-action lawsuits grew in size and complexity, the company struggled to keep pace. Its patchwork of internal systems was not equipped to manage the millions of documents associated with each claim, making scalability a pressing concern. Without AI-driven automation, the company risked losing opportunities to administer the largest and most visible legal cases.
THE TRANSFORMATION
Modernizing and automating claims management with AI-based UST SmartOps
UST introduced UST SmartOps, an intelligent automation platform, to replace the patchwork of manual workflows. UST integrated the solution with the company’s existing systems to provide a seamless, structured, user-friendly approach to claims management. The solution delivered:
- Intelligent process automation—for importing, queuing, classifying, and submitting claims packages, eliminating time-consuming, manual, repetitive, error-prone manual tasks
- Flexible workflows—including drag-and-drop document classification, dynamic form integrations with existing applications, and custom alerts for unsupported files, enabling granular process controls
- Efficient document and data processing—via bulk document ingestion and coding for millions of evidence files simultaneously, enabling business users to focus on higher-value tasks and providing scalability to support the company’s growth objectives
- Top-notch security—using role-based access controls that allow users to access only the documents, data, and functionality that align with their job function
- Greater visibility—with real-time tracking that improves visibility, efficiency, and productivity, accelerates claims management, and enhances client satisfaction
- Seamless integrations—with third-party tools, like form.io, increasing operational efficiency and speeding adjudication workflows
This UST SmartOps solution uniquely combines intelligent, automated document processing with structured, yet flexible, workflows with a user-centric design—specifically tailored to the legal industry’s high-volume, stringent evidence management requirements.
THE IMPACT
AI automations fuel scalability, growth, and competitive advantage
The UST SmartOps solution has been a game-changer for the legal services company, enabling class action lawsuit claims processing at speed and scale. In a recent high-profile lawsuit, the company processed 2.4 million claims in just six weeks—a task that would have been previously impossible to manage. At the same time, the company successfully handled another case requiring the processing of 300,000 to 400,000 documents. The transformative solution has also enabled the company to:
- Confidently pursue the largest class action cases—with peace of mind that the AI-driven claims management solution can seamlessly scale to handle millions of documents for multiple cases at once
- Achieve its strategic expansion and revenue growth targets—because the company can now compete for and manage larger, more complex cases
- Reallocate resources—by shifting staff from repetitive manual data processing and coding tasks to innovation, fraud detection, and adjudication oversight
Looking ahead: additional AI innovations
Building on this success, the company is working with UST to augment the solution with even more AI-based enhancements, including:
- Intelligent document classification and data extraction—for items such as codes and purchase dates to ensure a claim meets the lawsuit parameters
- AI-driven fraud detection—to easily identify falsified or duplicate claims
- Further productivity enhancements—to replace manual tasks with scalable automations that can be applied across multiple concurrent cases
The AI workflows will be grounded with human-in-the-loop validations to review exceptions, confirm outcomes, and make adjudication decisions. By combining proven automations with emerging AI capabilities, the company can solidify its position at the forefront of legal services innovation. With litigation only growing in volume and complexity, these AI-driven workflows ensure the company stays ahead of client demands and regulatory expectations.
Learn how UST SmartOps can transform your organization’s document-heavy manual processes into scalable, automated workflows.
RESOURCES
https://www.ust.com/content/dam/ust/documents/ust-smartops.pdf
https://www.ust.com/en/insights/transforming-business-processes-with-gen-ai-in-workflow-builder