Next Level Customer Services: Email automation with natural language processing

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.

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.