Most businesses have been trying to automate their email communications by building macros or rules in Outlook. But this, unfortunately, doesn’t work. A simple example: if you added rules or macros, an email that said, “Book me a ship,” and another email that said, “Ship me a book,” would mean the same thing and would be treated similarly.
Just imagine what chaos that could create.
But businesses are also not at fault — of their own, at least. There just hasn’t been a potent alternative in the industry.
Case in point: the Swiss insurance giant Generali, that receives a high volume of emails every day. These email requests are meant for different departments and are in various languages, but the tricky part was — they were all ending up in a single mailbox!
Manual email triage for such unprecedented volumes creates unreasonably high costs. It is a time sinkhole, indefinitely swallowing precious business hours of highly qualified customer support staff that, in such cases, become a liability to the organization.
Not to mention the sluggish responses to the customers as incoming email requests take days within the organization, just to get forwarded from one department to another more appropriate one.
The insurance conglomerate had full-time employees who were focused on dispatching the emails to the right department. They were struggling to manage peak-time traffic.
That is when we stepped in — with a proprietary Email Response Automation (ERA) engine.
Powered by Artificial Intelligence and Natural Language Processing, our ERA engine deployed a cutting-edge, multilingual email bot that understood and spoke awesome German, French, Italian, and English. It enabled automated email triage for the Swiss company.
The bot would automatically analyse incoming email requests, quickly route them to the right department, and send personalized replies to Generali’s customers — all that with over 85% accuracy and in less than 2 seconds!
Leveraging this AI-powered email triage, Generali ended up reducing the need for L1 support for emails by over 40%.
“Enterprise Bot deployed a complete on-premise solution in just three months for us. We are happy to say that we have expanded our collaboration to more use cases and countries. Their platform is fast, simple, and delivered over 40% of automation within the first month of going live.”
-Martin Frick, COO
Cognitive Email Automation bots, algorithms, and artificial intelligence are rapidly reshaping the future of business, of its support functions, of everything. If you want to see or understand how an AI-powered bot works on email, check out this page.
