Facebook IconFacebook IconFacebook IconFacebook Icon

Automated Email Processing

Sagacify Logo

Challenge

Companies selling services directly to consumers such as insurance and banks are faced with a growing amount of inbound emails. Therefore, some collaborators are dedicated solely to distributing emails to the right person according to the customer's requests. These employees look at the subject of the email, the content of the email and the attachments, in order to determine who should treat the email. 

DAS, and other insurance companies, came to Sagacify with the objective of freeing these collaborators from this repetitive task in order to let them focus on customer service and complex situations. 

The right AI system, integrated in companies’ inbound customer email management can increase operational efficiency, quality and revenue.

By focusing their team on the most priority and important cases, companies can increase customer satisfaction leading to a revenue increase.

Listen to Xavier de Launois, COO à D.A.S to hear how he approached the project.

Solution

Key elements  

  • Custom model specially trained to maximize classification of the emails in the taxonomy of the client.
  • Custom model trained to extract specific information such as client number, contract number, … 
  • Scalable and secure system deployed in production, which manages the entirety of incoming email to the insurance, over multiple mailboxes. 
  • Live monitoring of the performances of the solution and its performances
  • The model continuously collects feedback on its performances and is regularly retrained to improve.

Solutions 

For our clients, we trained, developed, and deployed models that automates the analysis of emails and assigns several labels to it, such as the type of communication, the level or urgency, the identification of  the client, the type of attachment, etc.
Our solution finally uses the extracted labels to forward the email to the right person or department, link the email to the client or file in the database, and can even propose a set of most likely answers to the operators.

Today, almost 100% of the incoming emails are automatically processed without need for human intervention.

Results

Thanks to this solution, employees that were previously in charge of this classification can now spend more time on valuable and fulfilling tasks. Focusing on the most complex cases help insurance companies to increase customer satisfaction and improve the quality of their services.

Related cases