Case Study
AI-powered email processing solution reduces turnaround time by over 90%
Results
5min
Turnaround time reduced from 1 hour to 5 minutes
CX
Improved customer satisfaction
1500+
1,500+ emails processed per day
Company Profile
India enterprise broadband and managed-network services provider, delivers fiber-based internet, network-as-a-service, voice connectivity, AI-enabled video analytics, and surveillance solutions to enterprise and SMB customers across major Indian metros. Privately-held; part of a major Indian diversified conglomerate operating across multiple unrelated industries.
Challenge
Costly manual handling of customer emails
This Telecom service provider receives over 1,500 customer emails per day across multiple different email addresses. For each email received, a worker had to manually review and classify questions as either technical or non-technical, perform pre-validation checks, and create a ticket in their internal ticketing system.
The provider outsourced this time-consuming and error-prone process to a third-party vendor, and this increased the cost per ticket and delayed responses to customers.
Management sought a faster, cost-effective solution for email processing that would also enhance the customer experience.
Solution
Generative AI-powered email processing
WonderBotz provided an AI-powered email processing solution that uses natural language understanding (NLU) to read each email, identify and extract the request, and categorize it using OpenAI GPT 3.5. Once an email is extracted and classified, emails are validated, and a new ticket is created in the CRM.
The solution decreased the average turnaround time for email inquiries from 1 hour to 5 minutes. It also reduced the manual effort required by the contact center and improved customer satisfaction.
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