New Application Utilizes Artificial Intelligence to Automate High-Volume Customer Email
Ushur, a leading intelligent automation platform that harnesses conversational AI and Process Automation to transform communications and workflows, announced SmartMail. Ushur SmartMail is a cloud-based application that works with existing work management and CRM systems to automate incoming bulk customer email and attachments. For companies that are manually triaging incoming email with service desk or contact center resources, SmartMail can intelligently route email, auto respond and extract business-critical information from the body of an email and email attachments at scale, allowing organizations to streamline customer workflows, reduce errors and expedite processing times.
Whether from internal stakeholders or external customers, your customer support, IT and HR teams are expected to deliver timely responses. However, with thousands of emails arriving in bulk to inboxes each month, maintaining staffing levels necessary to ensure timely processing is costly. The manual process of reviewing email content and attachments, determining purpose and forwarding to the appropriate team is highly inefficient, and it requires an army of staff that could be better utilized on more business-critical tasks.
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Using SmartMail, enterprises can dramatically shorten email processing times while improving customer experience and realize up to 85 percent reduced OPEX. When addressing complex use-cases involving data extraction and populating backend systems, customers can realize significant returns on investment.
Ushur’s SmartMail allows customers to get more out of email because of the application’s unique architecture, which uses Intelligent Data Extraction and Cognitive Classification, which are based on an array of deep learning (DL)/machine learning (ML) models and natural language processing (NLP) technologies.
It is estimated that organizations spend $3.28 to simply triage and route an incoming customer email. By automating this process, companies can greatly reduce expenses in their support organizations. SmartMail can process thousands of incoming emails with attachments and images, sort them based on predetermined business rules, auto-respond to each sender and forward each email to the appropriate internal team for processing in under a second, thus improving the response to the customer and boosting customer satisfaction (CSAT) scores.
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New SmartMail features include:
- Email Triage: Used to route incoming emails to the appropriate department, email triage scans each email’s subject line, message body and attachments — including PDFs, spreadsheets, images and many other formats. It then classifies and categorizes the main intent based on hundreds of categories determined by the enterprise, then routes each email to the appropriate internal group
- Auto Respond: Takes action based on repetitive cases and responds to customers. During triage, if SmartMail detects an actionable email that’s missing critical information, such as a date of birth or account number, Ushur can proactively engage with the sender to request and obtain the missing information
- Data Extraction: For email workflows that involve populating fields in forms (e.g., claim filings and mortgage applications), SmartMail can save valuable resources and reduce errors by extracting relevant information from attachments and then populating the forms
- Integration with Backend Systems: Because of SmartMail’s extensive integrations into an organization’s systems of record and customer relationship management (CRM) systems, SmartMail can automatically populate data extracted from emails into these systems
“With Ushur SmartMail, enterprises are able to divert capital expenditure to higher value work that their teams can focus on rather than manually triaging incoming email,” said Simha Sadasiva, co-founder and CEO of Ushur Inc. “The essential thesis Ushur was founded on is to make enterprises smarter by applying software to automate customer-facing tasks. With SmartMail, we are living up to our promise by delivering cost savings and breakthrough customer experiences for our enterprise customers.”
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