Digital E‑mail Processing
Handle customer e‑mails faster and at a lower cost
Our AI algorithm uses natural language processing to analyze incoming customer e‑mails and route them to the right department or human agent based on content, sentiment or other parameters. Our platform can immediately respond to an email or suggest a response for human agent’s approval. In both cases, it will help you significantly reduce manual tasks and allow you to process emails faster at lower costs.
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BENEFIT
Reduce costs and response time
Incoming customer e‑mails usually sit in the inbox for days before they even reach the right person ‑ this greatly affects the customer experience. Our AI‑driven platform:
- processes the e‑mail immediately after its delivery
- forwards the e‑mail to the appropriate department or human agent and suggests a response
- highlights key data such as contract numbers, addresses or telephone contacts
With the extracted entities, translated content and suggested response, the agent simply validates or updates the e‑mail response suggested by our AI algorithm.
BENEFIT
Automated responses
For frequent and recurring topics, the platform allows you to set automatic responses. This solution works best if:
- you regularly have a large number of inquiries in a specific area
- you expect a higher influx of e‑mails at a certain time of the month/year
- there is a sudden event that needs to be explained and resolved.
Each sent and received e‑mail can be seen in a clear interface that you can return to it at any time.
BENEFIT
Boost efficiency and productivity
Human agents won’t need to forward e‑mails and respond to repetitive questions with this platform. Our AI gives them time and energy for customers who really need their attention. Automated processing helps to increase:
- productivity of your sales, marketing and CX teams
- motivation of agents
- customer satisfaction
When live agents don’t lose time on manual work and trivialities, that’s when you can start delivering exceptional customer service.
WITHOUT
Digital E‑mail Processing
- LONG RESPONSE TIME
Customers wait far longer than necessary for e‑mail responses - LOW PRODUCTIVITY
Agents process e‑mails manually and individually - HIGH COSTS
It takes 5‑6 minutes for a human agent to manually process an individual e‑mail
WITH
Digital E‑mail Processing
INCREASES TIME EFFICIENCY
E‑mails are processed immediately upon arrivalOPPORTUNITIES
Advanced analytics helps prevent unnecessary customer e‑mailsCOST SAVINGS
Automated or semi‑automated e‑mail processing takes 1‑2 minutes
Digital E‑mail Processing is best used for:
Improving
Customer Experience
Increasing
Operator Motivation
Increasing
Efficiency
Improve customer experience with a digital contact center
- Our CUSTOMER INSIGHT ANALYTICS identifies reasons for customer interactions and analyzes their sentiment and many other parameters.
- Our DIGITAL AGENT can handle inbound calls and chats as well as outbound call campaigns. There are several use cases, such as intelligent customer care or soft collection.
- Our DIGITAL E‑MAIL PROCESSING classifies e‑mails and detects their topic with a high accuracy rate. Responses can be fully automatized or pre‑processed.