Generali Switzerland deploys an on-premise AI email bot to classify and route multilingual emails
Generali Switzerland worked with Enterprise Bot to deploy its Email Response Automation engine on-premise within three months, integrated with Outlook servers, to triage and respond to multilingual customer emails in German, French, Italian and English. The COO reports over 40% automation within the first month of go-live.
Overview
Generali Switzerland worked with Enterprise Bot to deploy its Email Response Automation engine on-premise within three months, integrated with Outlook servers, to triage and respond to multilingual customer emails in German, French, Italian and English. The COO reports over 40% automation within the first month of go-live.
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Inspect the highlighted sourceThe challenge
Generali Switzerland received customer emails on a wide range of requests, in many languages, to a single mailbox. Triage to the right department was done manually, which was repetitive, slow and costly.
The solution
Enterprise Bot provided its Email Response Automation (ERA) engine, deployed on-premise and integrated with Generali's Outlook servers. The bot analyses email content, recognises the topic, dispatches it to the right mailbox, sends instant personalised responses when required, logs requests as tickets, and escalates complex requests to a support agent with the communication history intact.
Reported business value
The COO of Generali Switzerland says the solution delivered over 40% of automation within the first month of go-live. The source also states that the solution automated around 80% of routine queries.
Sources
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