Our AI algorithm uses natural language understanding to analyze incoming customer emails and routes 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 and with lower costs.
Incoming customer emails usually wait in the inbox for days before they even reach the competent person - this greatly affects the customer experience. Our AI-driven platform: :
With the extracted entities, translated content and suggested response, the agent just validates or updates the email response suggested by our AI algorithm.
For frequent and recurring topics, the platform allows you to set responses that will be sent automatically. This solution is best if:
Each received and sent email can be seen in a clear interface, where you can return to it at any time.
Human agents don't have to forward emails and respond to repetitive questions. This gives them time and energy for customers who really need their care. Automated processing helps to increase:
When live agents don’t lose time on manual work and banalities, that’s when you can start delivering exceptional customer service.
Digital Email Processing
LONG RESPONSE TIME
Customers wait far longer than necessary for email responses
LOW PRODUCTIVITY
Agents process each email individually and manually
HIGH COSTS
It takes 5-6 minutes to a human agent to manually process each email
Digital Email Processing
TIME EFFICIENCY
Emails are processed immediately
COST SAVINGS
Automated or semi-automated email processing takes 1-2 minutes
OPPORTUNITIES
Advanced analytics helps to prevent unnecessary customer emails
Customer Experience
Improvement
Operators Motivation Increase
Efficiency Increase