AI auto summarizes emails into short case names so staff spot urgent inquiries and respond faster.
1. Issue: Delays in response due to inquiry confirmation work
A BPO company provides initial responses to email inquiries received by client companies. With approximately 30 staff members, they handle a huge number of emails every day.
Prioritizing urgent inquiries is crucial, but currently, determining email urgency requires opening and manually checking each one. This time-consuming process delays responses to critical cases because selecting which emails to address first is inefficient.
2. Solution: AI-generated summaries in the subject line
A generative AI tool was implemented by the Process-owner to automatically summarize customer inquiries and use these summaries as the case names.
Upon receiving an email, AI generates a concise summary (under 50 characters), which is then automatically used as the case name.
AI summarization reduces the time and effort needed to review and confirm inquiry details.
Before
View Workflow Diagram Details
Inquiry Reception
When an inquiry email is received from a client company, the process begins.
1. Create Response
Staff create a reply to the inquiry email.
Send Response
A reply email is sent to the client company.
After
View Workflow Diagram Details
Inquiry Reception
When an inquiry email is received from a client company, the process begins.
50-Character Summary
Using generative AI, the content of the inquiry email is summarized into 50 characters.
Subject Line Update
The summary of the inquiry email is set as the task title.
1. Create Response
Staff create a reply to the inquiry email.
Send Response
A reply email is sent to the client company.
3. Customers Case Study
Honda Motor Co., Ltd.
Used for Company-wide Approval Flows such as general affairs applications, training recepti…
View More
Toho Gas Network Co., Ltd. (Negotiation and Design Section)
500 Applications Per Month Completely Digitized! Reduced Labour and Eliminated Printing and…
View More
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:
Organizing chats and messages
Summarize customer interaction history
5. Related Posts
-
How to Align Approval Standards
View More: How to Align Approval StandardsReturn-for-revision enables feedback, reduces rework, and improves organizational decision quality.
-
Approval Workflow Branch by Amount
View More: Approval Workflow Branch by AmountAmount-based routing reduces bottlenecks by limiting division manager approvals to high-value cases …
-
Resolving Assignee Changes Among Operators
View More: Resolving Assignee Changes Among OperatorsOperators can now manually reassign tasks to reduce supervisor workload.