Thanks to an innovation in language processing (NLP) our customers measure a return on investment between 30 to 200%
The advantage of this solution compared to others on the market is its self-learning capability. Although there was a substantial investment, the productivity gain has proven to be significant, with over 200,000 emails already managed using this tool. Additionally, there has been a 30% reduction in the volume of emails to be processed, thanks to improved email identification and assignment to the appropriate service. Moreover, this solution leverages computing power to enhance efficiency and relieve managers from the repetitive task of task distribution.
The automated processing and routing of emails have enabled us to reduce response times while saving valuable time for our managers by eliminating non-value-added tasks. It also facilitates better management of email processing activities and enables the generation of regulatory statistics.
OWI.Opinion allows us to analyze the emails received from our 3.7 million policyholders in near-real-time through dashboards.
For example, we identified that 15% of the requests were related to follow-ups. This resulted in:
- Significant dissatisfaction among policyholders.
- Increased processing costs: 15% of incoming emails should not have existed.
Taking these factors into account, we reviewed our email processing procedures, which led to improvements in the service quality of our platforms and a 3% decrease in the follow-up rate.
These are the ROIs measured by our customers
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