AI auto-assigns operators at submission, preventing delays and enabling faster replies.
1. Issue: Service Delays Due to the Assignment/Acceptance Method
A BPO company that handles online consultations on behalf of clients. Thirty staff members receive consultation requests from applicants via a web form.
Applicants specify multiple dates and submit their requests via the web form. Operators select their assigned cases using an acceptance system.
However, when specialized or difficult content was noted in the request field, no one would accept the case, leading to a stare-down and a resulting backlog of requests.
As a result, the delay in assignment confirmation led to late replies and missed responses, causing a drop in customer satisfaction and an imbalance in the workload among the operators.
2. Solution: Seamless AI Integration for Instant Draft Generation
2. Solution: Automated Assignment of Operators by AI
The Process Owner abolished the acceptance format for cases and switched to an automatic assignment format utilizing AI. Furthermore, an automated step was added to allow the AI to assign operators more accurately and fairly.
First, the corporate domain is acquired from the applicant’s email address, and the registration information is queried in cooperation with IP2WHOIS (an external service for obtaining domain information). This confirms whether the domain is a registered domain officially recorded with an external organization (registry). Based on the confirmed domain, the AI Agent Process assigns the responsible operator and returns the operator’s email address. Next, the email address output by the AI is converted into User-type data (a data field handling user information), and the corresponding user is automatically registered in the system.
As a result, the responsible operator is automatically determined immediately after the application is submitted, achieving fair allocation.
Automatically assigns an operator at the moment a request is received, eliminating any waiting time for acceptance.
Before
View details of the workflow diagram
Demo Request
Automated Acknowledgment Message Creation
We will create an acknowledgment/confirmation text regarding the submitted content.
Thanks Message Generation
The AI generates a message based on the applicant’s comments, such as requests and consultation details.
Send Confirmation Email
The generated email is set and then sent.
Email Template Set
The Subject Line and the Draft Guidance Text are set.
Edit the Notification
The assigned operator/staff member prepares the notification text.
Notification Email
The reply email created by the operator is sent to the requestor/client.
Subject: [Rejected]
This process is executed if the operator determines that no reply is required.
After
View details of the workflow diagram
Demo Request
Automated Acknowledgment Message Creation
We will create an acknowledgment/confirmation text regarding the submitted content.
Thanks Message Generation
The AI generates a message based on the applicant’s comments, such as requests and consultation details.
Send Confirmation Email
The generated email is set and then sent.
Customer Email⇒Custom Domain ※Add-on Process
Acquire the corporate domain from the applicant’s email address and identify the registered domain via IP2WHOIS integration.
Assignee Email Setup
An operator is assigned based on the domain and the content of the request field, and their email address is returned.
Assignee User Type Set
The email address output by the AI is converted to User-type data and registered in the system.
Email Template Set
The Subject Line and the Draft Guidance Text are set.
Edit the Notification
The assigned operator/staff member prepares the notification text.
Notification Email
The reply email created by the operator is sent to the requestor/client.
Subject: [Rejected]
This process is executed if the operator determines that no reply is required.
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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ABeam Systems Ltd.
Approximately 30 HR-related tasks were digitized from paper. Further labor savings achieved…
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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:
Automatic Classification of Internal Tickets
Automatic Assignment of Sales Leads
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