Challenges

• The company receives more than 200k emails from customers every year
• 6 FTE in the back-office are required to extract the information required to create a business case in the CRM-system and associate this case with a customer
• The manual processing of emails takes time and is error-prone, leading to long waiting times for customers and inaccuracies in the CRM-system

Solution

With SemanticPro, incoming emails are automatically classified and key parameters extracted to accelerate the intake and further processing:

• Each email is classified into one of 50 categories like new registration, address change, provider change, etc.
• A dozen identification parameters like client number, first and last name, address, are extracted from the email body and attachments
• The extracted information is cleaned and converted in a JSON format for further processing in the CRM-system

The Cortical.io Difference

• Only a few hundred sample emails were necessary to train the system with the company’s terminology
• The system was production-ready within a few weeks
• The solution is deployed in a private cloud and guarantees full data privacy
• The solution can now easily be extended to other use cases to automate additional workflows