Companies receive a lot of email at their single-point-of-contact on a daily basis. Sorting happens manually, someone has to forward each email to the right person or department. This procedure is time-consuming and repetitive.
Using Neticle’s API, incoming emails can be analyzed automatically: they are given structured metadata, like sentiment score, topic labels, categories, and emotion level. Based on these, structured rules are created, for example: if there is an email about an invoice and it has a very negative tone, it should be forwarded to the right account manager to be handled with high priority.
Kick-off workshop to understand email categories and patterns recognized by key colleagues.
Analysis of historical email volume to set up frequent patterns and routing rules.
Implementation of the rules to the default Text Analysis engine. Monthly review of the rules and email traffic to keep the routing algorithm updated.
Approximately 90% of emails are forwarded directly and in real-time to the responsible person. This reduces response time and improves client satisfaction. Based on the monthly reports provided about the received emails, new roles can be created to cover serious cases, and a support education programme can be designed based on the most frequent topics and issue types.
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