Customer Email Automation demo

What the demo shows

A workflow solution for back-office teams that reads, sorts and answers customer email.

Seven agents read every email and scanned letter in each language customers write in, sort it into one of seven intent lanes, write the case with no re-keying and draft the reply with every account fact underlined to its source. An email with three requests is split into three tracked threads, one per team, and joined back into one reply when all three are answered. Payment proof before a disconnection jumps the queue. The case handler sends, edits or reroutes.

Transcript

1. 0:00Customer Email Automation reads, sorts, and answers customer email for a utility's back office.
2. 0:091,500 emails a day, in Arabic and English, were read and re-keyed by hand.
3. 0:17Now each email flows into its lane, its reply drafted beside it, every account fact underlined.
4. 0:26Payment proof sent before disconnection jumps the queue and the cutoff is held.
5. 0:34Sarah Mendez asks about her move out, her meter reading, and her refund in one email.
6. 0:41It splits into three threads, one per team, and the refund waits for the reading.
7. 0:49Her meter photo corrects the bill, so the refund comes to $1,543 to Rams.
8. 0:56When all three are answered, the strands rejoin as one reply, and Hannah sends it.
9. 1:04Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.