Overview

Route correspondence with intelligent automation

Customer emails often are sent directly to employees for manual review and routing. As email volume grows, it’s difficult to meet the increased need, creating unpredictable response times that can lead to customer service issues. Intelligent automation uses AI to read and classify email attachments, extracting the pertinent data so a decision service can route the communication, determine response priority and create a workflow for issue resolution.

Tour

1. Classify, extract data

Screen shot sowing the Key Value Pair View tab of the IBM Business Automation Content Analyzer user interface

1. Classify, extract data

When your organization receives an email from a customer that contains one or more attachments, IBM Cloud Pak® for Automation uses AI to classify the correspondence and extract the pertinent data.

2. Assign response priority

Screen shot showing the Decision Model tab of the DecisionCenter user interface

2. Assign response priority

As the business user, you determine handling priority based on factors like loan amount, profitability and customer loyalty. These criteria can be quickly updated in the tool to map to changing needs.

3. Route to act and resolve

Screen shot showing the User Management tab of the IBM Business Automation Workflow on Cloud user interface

3. Route to act and resolve

IBM Cloud Pak for Automation automatically creates a new case and populates it with the extracted data to facilitate accurate routing of the customer request for appropriate action and resolution.