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
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
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
3. Customers Case Study
Honda Motor Co., Ltd.
Used for Company-wide Approval Flows such as general affairs applications, training recepti…
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Toho Gas Network Co., Ltd. (Negotiation and Design Section)
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MITSUBISHI PENCIL CO., LTD.
Moving Complex Business that had been processed by Notes to the cloud workflow. Approximate…
View More4. Other Business Applications
We will enable AI-based reviews for the following tasks:
Improved response efficiency
Reduced errors in judgment
Seminar Attendance Management, Approach Priority AI Judgment
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