Lightico’s Dynamic Documents: For Next-Level Compliance and CX

Lightico’s automated workflow solution allows documents to be created that can hide or show text based on a known customer condition. These documents are known as Dynamic Documents. They allow for added customizability, in which companies can tailor legal agreements and documents to their customers’ characteristics.

How Do Dynamic Documents Work?

There are two main ways to use dynamic documents. One is by adding a section that only becomes visible if a customers meets a certain condition. For example, “Standard Terms and Conditions” are shown to all customers, but California residents also see additional terms designed for them. Another way to use dynamic documents is by using Objects. For example, if there is a sentence within the original Terms and Conditions that only applies to California resident, the admin can highlight it, and click on the “Add Object” button. That allows the admin to add conditions to the selection. If the state of the customer is “California,” that Object (text) will be visible within the section.

What Are The Benefits of Dynamic Documents?

With Dynamic Documents, customers only see the parts of documents that are relevant to them. If they don’t meet specific, pre-defined conditions (e.g., over a certain age, a resident of a certain state, credit score over a certain threshold), they aren’t shown that text. Admins using Dynamic Documents can add as many conditions as needed to ensure precise, accurate language is shown in documents. Adding conditions to Dynamic Documents saves customers precious time, as they only need to read sections that apply to them. The customer experience is greatly improved, while time to completion decreases. Dynamic Documents are also more compliant. They eliminate ambiguity, ensuring that customers see the precise terms that apply to them. They can be saved in the agent’s CRM with a complete audit trail, and customers can optionally download a copy for themselves. Compliance teams can easily review the documents as they are stored in one digital location.

Dynamic Documents In Automated Workflows

Dynamic documents can be used as a standalone feature, or as part of a greater automated workflow. When part of an automated workflow, companies can benefit from eForms (which similarly rely on conditional logic applied to individual fields), eSignatures, digital payments, document collection, and more. All of these capabilities come together in a single workflow, ensuring no breakpoints in the customer journey and a fully digital experience. To learn more, visit Lightico.com.