“SentiSquare AI understands the meaning of text; that is what you need when you are drowning in emails.”
The E.ON Contact Center team handles 50,000+ emails per month at the firstname.lastname@example.org address. Agents sort the emails into 280 specialized queues. 14 FTEs would be needed for manual classification.
Artificial intelligence now automatically redirects all e-mails to the correct agent.
Regular learning further increases the AI’s accuracy. This saves E.ON 14 FTEs of time and manpower – and the operators can focus on the customers instead of doing routine work.
“Customer care has an important role in FTMO. Often these are recurring queries, where SentiSquare text analytics helps to speed up responses to our clients and save routine work for agents. This allows them to focus on more complex queries.”
“SentiSquare’s contextual email processing saves our employees work. Our Front Office operators now spend less time on routine tasks, instead focusing more on client care.”