“We introduced automatic replies to customer emails with frequently asked questions after a positive experience with SentiSquare's first service - sending emails to operators. The FAQs don't end up in one of our 300 queues but are automatically answered by SentiSquare's artificial intelligence. This gives us additional time for our operators, who can spend even more time with our customers without dealing with routine emails.”
E.ON is a leading energy provider that faced considerable difficulties and challenges in managing its email communication with customers. They received a significant amount of emails containing repetitive requests that consumed their agents' time and energy. This manual responding to over 50 000 emails E.ON has gotten each month and with over 10 000 emails with customer's requests was inefficient, time-consuming, and may have delayed addressing the more complex issues.
To address these challenges, E.ON partnered with SentiSquare, an email automation provider, to find an effective solution.
Recognition of requests: SentiSquare AI solution was implemented into E.ONs email's system automatically recognizes common customer requests using natural language processing to analyze the content of the emails from customers.
Identification of automated response: SentiSquare AI solution also assesses and recognizes whether E.ON could use automated response to common customer requests.
Real-time automated response: In case of frequently used inquiries SentiSquare AI provides E.ON with automatically generated reactions in real-time. Part of this solution includes that every 5th email from 10 000 emails with customers' requests triggers an automatic immediate response, and therefore, customers will get relevant answers in real-time.
Reduction of manual operations: Implementing automatic responses to repetitive requests reduces the manual workload of agents and provides agents with time to deal with more complex issues.
The deployment of SentiSquare AI resulted in significant benefits for E.ON:
Lightening the workload of agents: Implementation of the SentiSquare solution dramatically reduced the workload of agents. This gives the agents more time to deal with complicated emails and deliver personalized assistance.
Reduced Response Times: Automated responses provide customers real-time, 24/7 service accessibility. This significantly reduced the response time since reactions don't depend on the accessibility of agents but on algorithms.
Immediate customer satisfaction: Immediate automatic response to 20% of E.ONs emails with customers' requests at every possible hour of the day improves overall customer satisfaction.
“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.”