SUCESS STORY
Agentic AI – Customer Email Classification
Client and engagement overview
The client is a global leader in data and analytics. The company processes over 2 billion updates monthly, maintaining a comprehensive database of credit information for more than 200 million consumers in the geographies they operate.
They continuously enhance their data processing and analytics capabilities, enabling clients to uncover unique market insights and improve decision-making through advanced technologies and partnerships.
Challenges
Volume management
The ascertainment and allocation of resources were adversely impacted due to high volumes of emails that had to be handled manually.
Accuracy in categorization
Incorrect classification of tickets occurs if the categorization process is not accurate, leading to incorrect handling of queries and complaints.
Data extraction errors
The emails are not structured uniformly, which leads to more errors in extracting relevant data from the email body and attachments.
Resource allocation
Inadequate staff to manage and resolve tickets efficiently.
Customer satisfaction
Delays or errors in handling tickets can lead to poor customer experience.
Our solution
Mindfields analyzed the existing process and advised an Agentic AI approach by integrating Intelligent Automation and Generative AI. This comprehensive analysis involved a detailed analysis of each process step to ensure optimization and cost-effectiveness.
The team then prepared a business case, incorporating key metrics such as transaction volumes, average handling time, and SLAs provided by the client. The Intelligent Automation maturity rating, according to our framework, confirmed that this process was technically feasible for automation with the combined power of Intelligent Automation and GenAI. The assessment and the showcase concluded that the process was viable for automation and demonstrated a feasible business case.
Mindfields employed an Intelligent Automation + Gen AI approach to automate the Customer Request Management flow for the client, enhancing the efficiency and accuracy of processing customer inquiries. Intelligent Automation automatically retrieved and parsed emails, while Gen AI classified the content and extracted relevant data points such as customer details and request specifics. The extracted data was then validated and enriched using Intelligent Automation before updating the CRM system.
Benefits
The automation of the process delivers the following benefits:
Increased efficiency
Intelligent Automation handles repetitive tasks such as ticket classification and data extraction more efficiently and accurately, reducing the time required to manually process each email.
Enhanced accuracy
GenAI can improve the accuracy of categorizing tickets and extracting relevant information from emails and attachments, minimizing human errors.
24/7 availability
Intelligent Automation allows the system to operate continuously, ensuring emails are processed and tickets created even outside regular business hours.
Scalability
Automated systems can easily scale to handle increasing volumes of emails without affecting performance, making them ideal for growing businesses.
Cost savings
Intelligent Automation reduces the need for manual intervention, lowering operational costs and freeing human resources for more strategic tasks.
Improved customer experience
Faster and more accurate processing of queries and complaints leads to quicker resolutions, enhancing overall customer satisfaction.
Consistency
Intelligent Automation ensures processes are carried out consistently, maintaining a high standard of service in all customer interactions.
