CaseAutomation
Optimizing Customer Communication Management
A game-changer in simplifying customer case management. Integrating a wide range of communication channels and leveraging AI, it provides a process automation tool that reduces the time to resolution, minimizes human effort, and empowers customer operations professionals to focus on quality service delivery.
An innovative digitaltouch-point solution
In today's complex business landscape, different customer issues are managed by different teams, each with its own email address, generating possible confusion for customers or the public. This fragmentation increases the likelihood of requests being sent to the wrong team. Moreover, processing these emails often requires retrieving data from disparate systems or knowledge bases, making it time-consuming, repetitive, and prone to errors.
Case Automation is a tool that analyzes and classifies incoming messages, dispatches them to the correct teams, and generates draft responses enriched with data coming from internal systems and knowledge bases. It aims at reducing the time needed to reply to a request by seamlessly routing it and collecting the relevant information along the way, so that a human operator only needs to validate and send the answer.
Features
Case Automation transforms customer requests by simplifying communication channels and reducing workload.
Seamless connection to one or more data sources
1
Automatic understanding of the subject of the request and subsequent forwarding to the dedicated team
2
Custom API integrations built to enrich responses with relevant information and complete repetitive tasks
3
Full quality control of AI-generated responses with the use of proprietary knowledge bases
4
Monitoring tool with feedback system for even better performance over time
5
Benefits
Discover how Generative AI can disrupt all your current business processes, streamlining workflows, and improving result quality.
Workflow
Optimization
Routing the incoming requests to the appropriate teams or individuals streamlines the whole case management process.
Response Consistency
Thanks to Generative AI, the system crafts draft responses that maintain consistency and punctuality in communication, even during busy periods.
Operation
Automation
The integration with custom APIs enhances operational efficiency by facilitating data retrieval and processing to enrich the generated answers.
Time
Efficiency
Case solutions are promptly provided thanks to both smoother processes and automatic response generation.
Channel
Unification
All the communication channels (email, ticket, customer service platform, etc.) converge towards a comprehensive point of access.
Getting Started
A step-by-step guide to illustrate how you can easily build new communication management processes powered by Generative AI.
1
Connect to a Data Source
Case Automation integrates with your existing email servers, requests databases or any other data source.
2
Integrate Knowledge Bases and define API calls
Case Automation can also incorporate knowledge base queries and API calls to respond comprehensively to customers.
3
Define Actions
Define specific actions or workflows for different classes of requests, such as dispatching to designated teams, generating automated responses, or querying external APIs for additional information.
4
Test
Thoroughly test the automation rules to ensure they function as intended and address various scenarios.
5
Process
Leverage generative AI to reply to the inquiries, saving time and effort to get the correct data and write the responses.
6
Monitor
Keep control by monitoring the performance and effectiveness of the automated processes, making adjustments as needed to optimize efficiency.
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