1. Issue: Impersonal Confirmation Emails

A BPO provider specializing in online consultation services. A team of 30 staff members receives online consultation requests through a web form.

Applicants submit a request for an online consultation by entering a few preferred dates and times into a form. Immediately after submission, they receive an automatic confirmation email that includes some of the details they provided, such as their preferred dates and times.

However, even when applicants wrote personal notes in the request form, such as “I’m a bit nervous, as this is my first time,” or “I’d like to speak with the same person as last time,” the automated reply was just a generic, standardized template.

As a result, applicants felt uneasy, wondering if their requests would actually be addressed. This gave them a cold impression, which led to a decrease in repeat bookings and an increase in follow-up inquiries.

2. Solution: AI-Generated Personalized Messages

The process owner integrated an AI agent into the online consultation acceptance flow.

When an applicant submits a request, an AI analyzes the entire content, including the comments section, and generates a message that shows empathy and understanding. This message is then automatically incorporated into the confirmation email and sent as the automated reply.

As a result, the confirmation email content now changes depending on the information submitted, such as the “request” field, making the response personalized instead of uniform.

An empathetic confirmation message enhances the applicant experience by providing a sense of security and assurance that their submission is being valued.

3. Customers Case Study

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