“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.”
The front office at Seznam.cz processes thousands of incoming emails every month, many of which are repeat requests. They need to automatically process email communication to speed up responses and save their employees work.
We deployed the SentiSquare AI on incoming front office Seznam.cz emails. The SentiSquare AI reads thousands of emails every month for the front office. It automatically detects emails that don’t require a reply, which makes up around 50%. It automatically closes emails/tickets for automatically-generated or unwanted emails and for those that don’t require a reply.
The AI also detects repetitive requests. It automatically selects a template to respond to these requests and the reason for the user’s contact. To achieve this, we deployed an analytics tool where all the outputs can be tracked and analyzed.
The front office operators no longer waste time on routines, allowing them to be more dedicated to their clients than ever before. Every reduced operator task counts. The SentiSquare AI not only filters emails and automatically closes them but also automatically responds to FAQs and detects the reason for contact. In other words, it provides automation while enriching the front office with information about what’s going on in their communications.
“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.”
“Customer feedback is crucial for us. The sooner we are able to analyze it, the faster we are able to respond. SentiSquare AI allows us to watch customer feedback in real time.”