The Ultimate Guide to Automated Enterprise Email Processing
About 124.5 billion business emails are sent and received each day, and this number is only growing (DMR). Manual email triaging, the primary mode of email intake up until recently, is not scalable for such growth. Employees, on average, receive 121 emails per day (DMR). Spending approximately 3 minutes per email would result in 6 hours of labor just combing through emails. Moreover, employees whose jobs are dependent upon checking email (i.e. IT, helpdesk, customer service, etc.) receive mountains upon mountains of emails exceeding that of an average employee.
The crazy thing about this is that complex and time-sensitive emails to bulk email inboxes which necessitate diligent supervision and follow-through get muddled up with routine requests for address changes or password resets. This is why it’s paramount that enterprises begin automating their email intake with process automation.
Personnel optimized. Time saved. Savings maximized.
Automating these processes frees up employees allowing them to hone in on other tasks which require their detailed attention and utilizes important human skills such as context, cognition, empathy, and sentiment.
Prior to digitization, a large life insurer we work with, had email queue times of 15 hours, all front-ended by a team of intake agents.
For this insurer, it took approximately 17 full-time employees to:
sift through their support desk email inbox
read each one
understand the content and intent, and
accurately classify the email and route to a subject matter expert to perform a follow-up
With SmartMail implementation, their emails are classified in just a few seconds. Furthermore, their triaging process before SmartMail was limited to the 8-9 working hours. Due to SmartMail’s unsupervised functionality, their email classification is now a 24/7 process.
Read more about this customer’s email automation journey with Ushur in our White Paper.
At Ushur, use cases can be deployed quickly. The process begins when our customers specify their pain points, and define the areas where they are receiving the most repetitive emails and tasks that could be automated. After deciding on the use case, the Ushur team creates a custom demo to showcase how the Ushur platform can be used for the specific needs of the customer. Then, a proof of concept (POC) process begins.
For the POC, we take a sample of historical emails and strip away PII information using an anonymizer tool. This sample set acts as training data to augment to Ushur’s existing machine learning data. Our quick and efficient POC process is a limited scope deployment, and it takes about one to two months to complete. With the KPIs and goals in mind, the POC is tailored to meet the needs and expectations of the customer. During the POC process, customers go through training so that they can adopt the knowledge and skills to ensure the SmartMail technology runs smoothly post-deployment. After this process is completed, both the customer and Ushur analyze ROI and KPIs to verify all intended goals were met.
The process is simple. Emails flood the company’s inbox. Ushur’s technology uses AI, ML, and OCR and ICR to read email body and attachments. Then, the emails are either a) classified and routed to the appropriate destination (person or department) or b) classified with intent clearly identified to kickstart an automated Ushur workflow to accomplish a certain task (i.e. change of address, claim initiation, tax ID modification). Not only does Ushur’s technology have the propensity to automate email triaging, but the SmartMail technology can also reduce the manual labor needed to perform simple, repetitive tasks.
Email Intake Automation is a “must-have”
The best part about automating email intake processing is how flexible and customizable automation can be to your company’s specific needs. From Helpdesk automation which enables automatic resolutions, to new user/password reset, to address changes, the options for email triage automation are endless (helpsystems).
Interested in reading about how one of our customers, a large life insurance provider, implemented SmartMail for their email automation needs? Download the whitepaper below.
Have you ever wished that it was easier to interact with an insurance carrier? We all know that waiting on hold for what can feel like forever and scouring the Internet for answers to seemingly basic questions are major hurdles that can cause most customers to approach simple tasks, such as filing an insurance claim, with caution and dread. With Ushur’s omni-channel Virtual Customer Assistant (VCA) powered by Conversational AI, insurance carriers can automate servicing for their end users in their channel of preference. That’s why Ushur has added WhatsApp, a popular communication tool used by 2 billion people worldwide, as a communication channel.
The insurance policy is a contractual agreement that stipulates, in exchange for payment, a person or business will receive reimbursement or financial protection against losses from an insurance company. In other words, if the required premium is paid, a customer will be paid for covered damage, injury, illness or loss.
Insurance is one sector of the financial services industry which has faced challenges as it embraced the digital revolution - first by choice and then by necessity following the pandemic lockdown. Cloud computing has taken hold, but some carriers are early in exploring solutions like artificial intelligence and machine learning.Insurance companies are eager to find technologies that cannot just improve but differentiate their overall customer experience, ideally while also reducing operational expense. One specific area insurance companies are looking at closely is claims service and process automation or as Ushur likes to call it, the future of insurance.
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.