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Understanding Inquiry Details Instantly with AI

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AI summarizes emails in subject lines so operators grasp inquiries quickly and respond faster.

1．Issue: Reading comprehension workload

As part of its BPO outsourcing business, the company operates a contact center where 20 operators respond to email inquiries.

Incoming inquiries are managed through a system where available responders self-assign cases. Operators with available time choose a case from the queue and take ownership. Upon selection, the operator reviews the complete inquiry to assess their ability to handle it.

The complexity and length of numerous email inquiries prolong the decision-making process. Consequently, case acceptance becomes challenging, and overall response efficiency diminishes.

2．Solution: Automatically summarize inquiry details in the subject line using generative AI

The process owner incorporated a step into the workflow in which the email body is automatically summarized using generative AI.

Upon receiving an email, the AI initially analyzes its content and produces a concise summary of about 50 characters. This summary is then displayed in the subject line of the “Offered” list. Consequently, respondents can grasp the main point of the inquiry by reading the summary before needing to open and examine the complete email.

Faster responses to inquiries by quickly identifying case details, enabling smoother handling.

Before

Basic Edition
Advanced Edition
Professional Edition
View details of the workflow diagram
  • Process starts when email arrives
  • 1.Enter reply
    • Send reply email
    • Request supervisor review
  • 2.Review response
  • Send email

After

Basic Edition
Advanced Edition
Professional Edition
View details of the workflow diagram
  • Process starts when email arrives
  • 50-character summary by OpenAI
    • The contents of the email are summarized
  • 1.Enter reply
    • Send reply email
    • Request supervisor review
  • 2.Review response
  • Send email
Before / After comparison (slider can be moved)

3. Customers Case Study

4. Other Business Applications

We will enable AI-based reviews for the following tasks:

Improved decision speed

Inquiry Response Process, ChatGPT Collaboration

Improved response efficiency

Inquiry Response Process, Web Form Initiation

Reduced errors in judgment

Seminar Attendance Management, Approach Priority AI Judgment

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