1. Issue: The level of urgency is unknown

a BPO company that handles email inquiries on behalf of client companies, providing fast and efficient responses to customers.

The current inquiry process handles both low and high urgency requests identically, lacking a prioritization mechanism based on urgency.

It is becoming increasingly important to efficiently assess the urgency of customer inquiries and prioritize responses accordingly. For instance, if a zoo is the client, even critical issues like a lost admission ticket might be handled with the same priority as routine requests, hindering a quick resolution. This highlights the necessity of effectively determining the urgency of inquiries to ensure timely and appropriate responses.

2. Solution: Implement AI-based urgency classification

The Process Owner addressed the problem by implementing an AI automated Step (AI Agent Task) and an automatic email sending step (Throwing Message Intermediate Event).

In the AI Automated Step, incoming inquiry emails are analyzed by AI. The AI assesses the email’s subject and text to automatically assign an urgency level, ranging from A (highest) to E (lowest), on a five-level scale. This assigned urgency level is then automatically added as a prefix to the beginning of the process subject.

Supervisors will receive automatic email notifications for inquiries classified as Urgency Level A.

Prioritizing urgent inquiries leads to faster responses, greater trust, and higher customer satisfaction.

3. Customers Case Study

4. Other Business Applications

We will enable AI-based reviews for the following tasks:

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