Email transactions were growing exponentially and required manual processing
80% of incoming emails are now automatically categorized and routed to the right person
25% of incoming emails are now resolved automatically without human intervention
The insurer's system of manually sorting and routing inquiries could not keep up with its growing customer base
90% increase in workforce productivity
More than 95% of incoming inquiries are now automatically routed and assigned to the correct team
Fluctuating email traffic caused idle agents during low volume and too few agents at peak volume
Can now predict the resources required & match agent skills to inquires automatically
Skill-based agents have grown by 30%
With a 100% increase in incoming email each year, customer service could not keep up and provide prompt service
80% of key information is automatically extracted with 99.9% confidence
Many responses are handled automatically with no human intervention
Online inquiries have grown 300% over the past 5 years
This increase has overwhelmed their email handling system
300% increase in inquires handled with no additional resources
Now have precise measurement of inquiry topics and service levels
With a huge increase in incoming email each year, the company needed to rely on technical experts to supplement customer support
95% of inquiries resolved on first contact
Technical experts were relieved from trivial questions
Only 33% of inquires can be answered by service team without escalation
Average turnaround time has been reduced with improved service quality
Emails are classified, prioritized, and routed to the "right person" automatically
Customer support response time and quality was lagging due to increased inquiries
85% improvement in response times
65% of email handled the same day
Increased customer satisfaction and agent productivity
Seeking to take on the chaos of enterprise digital communications, Kodak Alaris announced the formation of AI Foundry. The new company will offer artificial intelligence technology that gathers and organizes the many disparate kinds of content an enterprise deals with to allow more impactful responses from the right person, according to its press release.
Information management provider Kodak Alaris has created an extension of its business that promises to use Artificial Intelligence (AI) technology to better communicate with customers.
AI Foundry to join Chief Data & Analytics Officer Exchange November 2-4, 2016 in Miami Florida.
The Chief Data & Analytics Officer Exchange for Financial Services will focus on the current very demanding push and pulls for data and analytics in financial services firms including compliance, the view of the enterprise customer, product portfolios, risk data, reporting and analytics across applications, systems, processes and business rules.