Forwarding of emails from various channels to the responsible department and automatic responses
A company receives thousands of messages via email, website forms or social networks every day. Most messages are handled by customer service employees that forward complex queries to the respective departments. Artificial intelligence can easily handle message forwarding and it can even respond on its own to some of the messages.
We explore the communication channels within the company and see where service requests are directed to and who handles internal and external communication. We focus on all available communication channels, such as email, messenger, CRM and other. The system will then learn message categories that are currently used and identify any additional categories. On top of that, it can assign priorities. As a result, the mail is sorted and forwarded automatically. We can even take it to the next step and implement automatic responses and alert users if new contacts or important documents show up. We will train the system to detect fraudulent messages, such as when the email address does not match the signature.