Challenge
The UK customer services team of a leading global financial institution was inundated with 60,000 emails daily. Unsurprisingly it was taking up to two weeks for the team to manually categorise the emails for the right department to respond. This meant it was taking up to a month to get back to customer queries. Which naturally antagonised consumers further.
Emails were categorised into three sections: complaints, feedback, and queries. AnalogFolk was challenged to reduce the amount of time taken between receiving an email, categorising it and forwarding it to the correct department to reply.
Solution
With machine learning we taught computers a sample of scenarios so it could work out what the general rule and concepts were from that sample, and then apply those rules and concepts to future scenarios.
For this global financial institution, we had a series of support emails that needed to be sorted into three queues. The solution was AI and natural language processing - reading the emails for intent, context, and entities, amongst other things - allowing people to crack on with the more complex tasks that require heightened emotional intelligence.
After all, automation is not about removing humans, it’s about putting people first.