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Customer Service Request Classification for Banks

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Customer Service Request Classification for Banks

作成者: Internal Labs

ソリューション

<100

要約

Streamline your Customer Service function through AI powered auto classification and routing of customer requests

概要

Despite emergence of self service channels, a large proportion of the clients (institutional and retail) continue to use Emails as a primary channel for communication with the bank. Most of these communications are related to clarify issues/ queries on their account, account servicing requests or complaints, issues with payments.

The bank’s Customer Servicing and Fulfillment support teams processes the email/ free text based request, create a service request record in system and addresses the actual request in respective banking system, resolve the request, reply back to client over Email and closes the request in system. All this takes huge time of the bank’s operations team to resolve individual service request end-to-end and also causes great dissatisfaction to end client due to long service cycle led by multiple manual interventions. Also, such requests are very recurring and require huge task force. A typical large bank has 100s of operations team members for classifying, raising tickets and routing the tasks to appropriate teams in bank for each of the product and service line.

UiPath's Customer Service Request Classification Accelerator extracts narratives from customer emails and auto classifies each of the customer email into 3 categories - Banking Product, Sub Product and Issue Type using Evolution AI based NLP models. Finally, the accelerator auto creates a new case for each email in Salesforce Case Management Application.

Features:

Pre trained classification models based on real world customer emails
Pre configured integration with Salesforce Case Management
Option to reconfigure with bank's existing servicing platforms

NLP/NLC Models powered by EvolutionAI

Developed by: ,

機能

Reduced operational footprint Improved turnaround time for customer request resolution Enables automation of service fulfillment

その他の情報

依存関係

https://evolution.ai/ Evolution.ai https://go.uipath.com/component/connector-for-salesforce-lightning-platform UiPath Salesforce Lightning Platform Activities Package (1.0.0.525 or higher) MS Outlook

公開者

Internal Labs

公開者ページを表示

技術情報

更新日

2020年2月19日

対応製品

Studio: 18.4 - 22.10

タグ

artificial-intelligence

サポート

UiPath コミュニティサポート

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