How to classify customer care emails with the help of AI

Customer
La Mobiliere
Channel
Email
Sector
Insurance
How to classify customer care emails with the help of AI
the challenge
The starting point

La Mobilière's Customer Service team receives a large number of emails every day without having visibility or quantitative metrics on requests. The result is a fragmentation of internal processes and a consequent loss of efficiency.

The starting point

To address this issue, La Mobilière decided to partner with Indigo.ai to overcome these challenges and facilitate the work of the Customer Service department.

Enrico Bertino - AI Chief Officer, Indigo.ai

The project developed with La Mobilière is a combination of technology, knowledge and collaboration. Classifying such a large number of e-mails on very technical subjects was not a trivial challenge, but with the use of state-of-the-art AI models we managed to achieve a high level of accuracy.

Enrico Bertino - AI Chief Officer, Indigo.ai
the SOlution
Users at the centre

Our goal was to help La Mobilière handle customer enquiries more efficiently, saving time and effort for everyone involved in Customer Service activities. We created a system that classifies incoming requests, based on the collection of 1 million anonymous emails extracted from La Mobilière's databases. An automated service based on artificial intelligence to help classify incoming requests and emails, categorise them and process them in a more sophisticated way.

Users at the centre

The first step of the project was a semi-supervised analysis of the entire email history of the last few years. This allowed Indigo.ai to create a structured Knowledge Base to map all the different types of requests. Indigo.ai then developed a classifier that automatically labels incoming emails with their area of interest and related topic. The classification of incoming emails allows La Mobilière to proceed with several actions to increase the efficiency of the Customer Service Department: sorting emails, creating automatic drafts to facilitate responses, proceeding with internal integrations to interact with management and retrieve data automatically. By relying on Indigo.ai's technology, La Mobiliere can channel the huge amount of unstructured data coming in and get important information such as numbers, precise information from emails and the most common topics handled by the team.

The results
The impact of AI on
La Mobiliere
1 mln

Anonymous e-mails analysed

26

Knowledge Base areas created

301

classes of responses that can be automated by our AI technology

Is your company ready for AI?

Experience the power of Conversational AI and unlock the hidden value in your data. We walk you every step of the way to the adoption of AI in your company.

Request a Demo