Context

A telecoms operator was under strong pressure to control its costs. The number of emails it was receiving was constantly growing, and it was becoming essential to optimise customer advisors’ response time.

Key figures

400000
emails per year, with attached documents
500
advisors split between two handling sites, companies and consumers
100
rules necessary to determine who was sending the email, its content, the offer in question and which group needed to handle the email

Challenges

  • Reduce the time required to respond to emails and prioritise the most important
  • Automate as much as possible to reduce costs
  • Master all rules for handling email and letters

WHY OWI?

• A solution that can read attached documents

• Assistance to advisors for responding

• Semantic reliability making automation real

PROJECT STAGES

Client Relations Diagnostic in order to determine the project’s perimeter and its return on investment.

Project implementation: 3 months for the technical project, 3 months for the business team project

BENEFITS

  • All incoming email and letters from consumers, professionals and companies handled
  • Automated indexing for 90% of all email received
  • Full automation for 25% of correspondence

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