The challenge

One of our client's office support centre has several channels of support, chat, telephone and email. The problem the company was facing was that the email channel was overwhelmed, as it receives hundreds of spam emails, several repeated requests for information and alerts informing of availability problems.

In addition, although they have two people dedicated to the management of this channel, the average response time exceeds the expected hours, which has caused some customers to be dissatisfied and file complaints and claims.

Dominion's Plus

Dominion Digital proposed to the client to implement our Communication Mining technology. This service was designed to analyse the communications of various communication channels, including email. This analysis allows us to detect what is going wrong in the customer service channels in order to implement improvements and optimisations.

This service consists of using robots to optimise tasks with a high volume of contact requests. In this case, this system was integrated in order to put an end to the bottlenecks that were occurring in the company's email channel.

With Communication Mining, robots apply NLP and AI models to read incoming emails, thus achieving:

• Efficient elimination of SPAM
• Automatic response to requests for information: The robots send automatic responses indicating configured procedures, for example, how to change the user password, how to view certain information, order statuses...
• Automatic launch of robotised processes: When the robot that reads the email detects that an action is required by an agent, if the action is robotised, it launches it automatically. For example, it is able to respond to the mail, generating and attaching documentation such as certificates, invoices...
• Incident detection: The robots analyse all communications. If it detects that a certain topic is repeated in emails, for example, "I can't access the website", it is able to report or open an incident on a platform for the technical team to review it.
• Loading of documentation: In addition to applying AI to emails, the robots are also capable of applying it to attached documents, so they can detect emails with orders, invoices, complaints, etc. and load the ERP or document managers with these attachments.

Results

With Communication Mining, the customer was able to reduce the average response time to minutes, avoid penalties for unpaid invoices, improve service quality with early detection of incidents and redeploy mailbox staff to non-automated tasks.