Automated e-mail classification to increase customer service efficiency


Do it like our customer Competec: Have BSI AI sort your incoming e-mails and assign them to the right teams. Once trained on your data, our AI model automatically classifies each incoming e-mail and forwards it to the responsible team – Competec automatically processes up to 3,800 incoming e-mails a day.  

precise

reliable sorting and assignment of e-mails  

fast

automated processes put an end to delays 

efficient

saves time and eliminates error sources 

The Challenge 

What are the challenges?

Competec handles about 3,800 e-mails per day, which poses a number of challenges. Not only is the manual processing and assignment of these e-mails time-consuming but it also places a considerable burden on employees. In addition, the manual categorization often leads to errors and delays processing, as the e-mails have to be sorted into numerous specific categories, which lowers efficiency even more. 

Solutions  

The solution? It’s BSI AI.

BSI AI relies on an advanced AI model specifically trained on Competec’s e-mail data. The model analyzes all incoming e-mails, automatically classifying each into predefined categories. The e-mails are then forwarded directly to the relevant teams or departments based on their category. 

Customer requests

Lena, a customer, wants to add an item to her recent order from Alltron and sends an e-mail to their customer service team. 

Automatic detection

BSI AI recognizes keywords such as “order” and “add” and classifies the e-mail as an “order change.” 

Auto-assignment

The e-mail is automatically assigned to the appropriate team in real time. 

Processing

An Alltron Customer Service employee receives the e-mail, adds the item, and confirms the change by informing Lena promptly about the status of her request. 

«In addition to their technical solution and experience, what we value particularly about BSI is their transparency and honesty, even when it comes to the feasibility of projects we are planning.» 

Sascha Kappeler

Head of Customer Service, Competec

Advantages 

Everyone benefits

Improved response times

The quick and accurate assignment of e-mails to the right teams results in more efficient customer service.  

Error reduction

Automated processes minimize errors and delays, thus improving processing quality. 

Increased efficiency

Automating the classification and assignment saves time and reduces employee workloads. 

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