The Challenge
Customer complaints come from multiple channels like email, web, and chat. Capturing them as cases is just the start. Manually categorizing each case and assigning it to the right agent based on skills is time-consuming and inefficient, making it a major challenge for administrators.
Solutions
The accelerator enables to automate the initial classification and assignment of customer requests submitted via email and web forms to the support mailbox. By leveraging machine learning algorithms and predefined criteria, the system will categorize incoming requests and direct them to the appropriate support teams. This automation is expected to enhance operational efficiency, reduce response times, and improve customer satisfaction by ensuring that requests are promptly and accurately handled.
Business Process
1. Incoming Email is scanned Processed through Power Automate and by leveraging AI model
2. Customer Sentiment is identified through the AI model and its update in the Case
3. We have the Model data which can be configured where we configure different Case categories along with the common text requests that come for a vertical. (each vertical can have there own text references by this way its scalable to other vertical domains)
4. Configured Routing rules for assigning the right Agent
5. Once assigned and close the Case details are fed back to the Model data for Learning processes
Market potential / Potential for re-use
Benefits
1. Faster Response Times
2. Improved Accuracy: AI models can consistently categorize issues and match them with the most suitable agents based on skills and past performance.
3. Reduced Manual Effort
4. Enhanced Customer Experience
5. Consistency Across Channels
6. Cost Efficiency