Banking & Finances
❯
Personal Financial Advisor
❯Next Level Customer Services: Email automation with natural language processing
Virtual bank assistant
Scope:
Use of advanced chatbots and dialogue systems to automatize part of call centre activities.
Goal:
Improved Employee Efficiency, Improved Customer Experience
Next Level Customer Services: Email automation with natural language processing
For:
Customer support department
Goal:
Improved Employee Efficiency
Next Century Workforce: Partnering humans & robots to drive efficiency & growth
For:
Financial advisors
Bank employees
Goal:
Improved Employee Efficiency
Next Level Customer Services: Email automation with natural language processing
For:
Customer support department
Goal:
Improved Employee EfficiencyProblem addressed
In the customer support department, the team was reading all incoming emails to decide which department to send tickets to while also needing to manually add the text into a ticketing system. This became an expensive process as it required a large team of people. Despite this large team, it resulted in poor customer experience with customers waiting at least 2 days for a reply to their inquiries.
Description
To solve this, Kortical developed a Machine Learning model using Natural Language Processing that could read incoming emails to automatically classify customer intention. This used minimal upfront time and cost by combining RPA to send them to the ticketing system without the need for human intervention in the majority of cases.
Outcome
As a result, this ML solution saved the company over £750k p.a. In addition, a faster response time to customers was achieved and the AI model was able to process 57% of emails with a 95% accuracy rate that only gets smarter over time.
Machine Learning
AI: Understand
Automate Process
Conversational agents
AI: Act