Making Customer Service Request Management More Effective

THE PROBLEM

One of Italy’s leading insurance companies faced a major challenge in managing customer service effectively across a large customer base, a constant flow of incoming requests and messages, and an organization spanning more than 100 departments. The company turned to AI to automate knowledge-based processes, to make customer service more organized and efficient and to optimize the sorting of requests, ensuring greater speed and accuracy.

THE SOLUTION

The insurer implemented the Expert.ai solution capable of analyzing text and automatically responding to support requests from agents. With this solution, it aimed to automate decision making processes across the organization, leveraging the ability to understand the syntax of extracted texts and using the same information to categorize messages with greater precision.

Each of the thousands of daily tickets is analyzed and assigned to the correct category. The system then uses this information to improve accuracy and continuously train the machine learning algorithm.

The automation of support processes involves not only the categorization and sorting of requests, but also the formulation of responses. Complex requests are escalated to agents, while routine issues receive automated, accurate replies.

BENEFITS

• Faster workflows through automated analysis and sorting of more than 5,000 tickets per day (over 1 million per year)
• Easier access to relevant information to support better decision making
• Reduced operating costs through greater process efficiency