Helpcenter – Automation of processing applications for charity (internal project of Sailet)
stack
React, Laravel
service
IT product development
development period
3 months
Our studio Sailet has developed an automation system for the Helpcenter project, designed to process charitable applications. Before the implementation of the system, the entire process was manual: employees spent hours checking documents and making decisions, which led to delays and reduced trust from applicants.
Task
To create a fully automated solution that will allow instant verification of applicant data, make decisions on providing assistance, and minimize employee involvement in routine tasks.
A system is needed that:
- Accepts applications through a convenient web form
- Automatically analyzes documents, checks their completeness and accuracy
- Assigns priority to applications and makes decisions instantly
- Provides applicants with a transparent tracking process
At the start of work, the processes looked like this:
- The applicant sends documents via messengers or email
- Employees manually check documents (passport, certificates, receipts)
- Based on the review, a decision is made
Main problems:
- Slow application review due to manual input
- High risk of errors when analyzing data
- Lack of transparency for applicants
Development Process
To train the system, we collected:
- Historical application data (approved and rejected)
- Examples of typical documents used by applicants
- List of criteria for decision-making (e.g., presence of all required documents, level of urgency)
Developed functional modules:
- Application submissionApplicants fill out the form and upload documents through the web interface
- Document analysisThe system uses OCR to recognize text and verifies:
- Presence of mandatory data (passport, certificates, receipts).
- Conformity to format and requirements
- Priority assignmentAI analyzes the applicant's data and determines the urgency level of the application
- Decision-makingThe system automatically approves or rejects applications based on predefined criteria
Created an interface
- For applicants:
Simple application form and status tracker - For operators:
Control panel with complete information about applications
Testing
The system was tested on a small sample of applications. Over two weeks, we:
- Collected data on application processing
- Optimized algorithms for analysis and decision-making
- Fixed bugs related to incorrect interpretation of certain document formats
Full launch
After the pilot phase, the system was deployed permanently. We trained staff members and added a mechanism for continuous feedback.
Results
- Instant application processingVerification and decision-making take seconds
- Reduced workloadOver 90% of applications are processed completely automatically
- TransparencyApplicants see the status of their application instantly
- ScalabilityThe system is ready to handle 10 times more applications without increasing staff size
Future Plans
- Adding integration with external databases for automatic applicant verification
- Expanding functionality to analyze more complex documents (such as medical reports)
- Using predictive analytics to forecast success or the need for additional support
This project became an important step for Sailet in creating solutions that truly improve people's lives. Instant automation allowed "Helpcenter" to process more requests and help a greater number of those in need.
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