Workplace Analytics: Insertion and automation with corporate service mailboxes
An employee in the finance department has a problem with his laptop. A branch manager needs approval from the head office to execute a transaction. An ex-pat is preparing for her trip home and needs to clarify some tax issues before leaving. They will all perform the same action: send an e-mail to a corporate service account.
Many corporate processes and services are delivered through e-mail communications, with dozens of support staff reading, forwarding and replying to them.
This is the scenario of one of the most important financial institutions in Spain, with more than 300 corporate mailboxes processing more than 2 million e-mails per year. Lots of reading, lots of forwarding and lots of response.
HOW WE HELP
The client proposed the challenge of extracting information from these e-mail communications to identify:
- User request patterns, the quality of the service provided and the operational effort to manage e-mail requests for each service.
- Potential automation opportunities based on the Text Analytics and AI capabilities of our Workplace Analytics platform.
Galeo’s Workplace Analytic solution has proven invaluable in providing the analytical support and data infrastructure to email process optimization initiatives:
- User demand is constantly monitored and reviewed, providing operational information to all service support teams.
- Service levels and operational efforts are profiled and analyzed in real time, allowing service managers to balance demand and support team size.
- Several email services have been automated using AI, drastically reducing the human effort required to manually process repetitive emails.
The Email Analytics offering of our Workplace Analytics platform has become a key element of our client’s process transformation program, now extending its scope to direct customer communication and internal knowledge network analysis.
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