AI technology can be used to categorize the content of inquiry emails and identify product-related inquiries. This categorization can help prevent missed or delayed email responses.
1．Issue: Delayed or Missing Responses to Product Inquiry Emails
Customer support representatives receive numerous inquiries daily and are expected to respond to them promptly.
The inquiry desk frequently receives irrelevant emails, like sales pitches, which can bury genuine product inquiries that need responses. This can lead to missed or delayed responses.
2．Solution: Employ AI to categorize and organize emails to identify inquiries
The Process Owner revises the system so that inquiry emails are analyzed and categorized by AI (OpenAI ChatGPT).
Before :
A designated employee was responsible for sorting all incoming inquiries.
After :
AI analyzes and categorizes incoming inquiry emails as either “inquiry,” requiring a response, or “junk,” not requiring a response. Inquiries that are determined to require a response are directed to a designater while junk is sent to the designater with a lower priority, and automatically closed if unattended for 72 hours.
3．Effects
3.1 Improved response speed
- Customer response times can be improved by prioritizing inquiries that need responses.
- Faster response times will lead to improved customer satisfaction.
3.2 Enhance efficiency by minimizing workload
- AI can save designater’s time and effort when sorting and checking content.
- Staff motivation can be improved by removing unnecessary tasks.
3.3 Reduce costs with faster responses
- Labor costs can be reduced by spending less time responding to inquiries.
4．Case Study
Automatic data extraction from customer inquiries and open-ended survey feedback.