Intelligent Email Processing (AI + RPA)
Our Solution:
We delivered an AI-powered Email Classification Agent capable of reading, interpreting, and categorizing incoming customer emails with high accuracy. The solution combined:
- Machine Learning Classifiers to serve as the system’s “critical thinking” engine.
- Natural Language Processing (NLP) to understand varied customer queries, even with informal language.
- RPA Bots to automate downstream workflows, such as fetching statements, triggering KYC updates, or initiating payment clearance.
- Dynamic Rule Engine for compliance and SLA-driven routing.
The AI assistant seamlessly integrated with the bank’s email systems, core banking software, and CRM platforms to enable real-time processing and faster customer responses.
Business Impact:
- Achieved up to 80% faster turnaround for customer requests.
- Improved classification accuracy to over 95%, reducing manual intervention.
- Freed up operations teams for complex, high-value customer interactions.
- Enhanced SLA compliance rates, boosting customer satisfaction scores.
Our Role & Execution:
- Led stakeholder discovery workshops and requirement gathering.
- Created Process Design Document (PDD) and Solution Design Document (SDD) during the planning phase.
- Assembled and managed a cross-functional team of developers, architects, and testers.
- Directed development, testing, and UAT in close coordination with business teams.
- Managed delivery timelines, go-live, and post-deployment support.
Technology Stack:
AI/ML Classifiers, NLP, RPA, Email Server Integration, Core Banking Systems, CRM
Keywords:
AI Assistant, Email Automation, NLP, RPA, Banking Automation, Intelligent Email Processing
Client
Leading BFSI Institution
Industry
Banking & Financial Services
Solution Area
AI, NLP, Intelligent Automation
Challenge
The client’s phone banking division faced a mounting challenge: processing thousands of customer emails daily for various requests such as Statements, KYC, EMI clearances, and Credit Card OTPs. Manual triage and routing created delays, inconsistencies, and customer dissatisfaction. The high volume of unstructured email data also increased the risk of errors and non-compliance with service-level agreements (SLAs).
Our Solution:
We delivered an AI-powered Email Classification Agent capable of reading, interpreting, and categorizing incoming customer emails with high accuracy. The solution combined:
- Machine Learning Classifiers to serve as the system’s “critical thinking” engine.
- Natural Language Processing (NLP) to understand varied customer queries, even with informal language.
- RPA Bots to automate downstream workflows, such as fetching statements, triggering KYC updates, or initiating payment clearance.
- Dynamic Rule Engine for compliance and SLA-driven routing.
The AI assistant seamlessly integrated with the bank’s email systems, core banking software, and CRM platforms to enable real-time processing and faster customer responses.
Business Impact:
- Achieved up to 80% faster turnaround for customer requests.
- Improved classification accuracy to over 95%, reducing manual intervention.
- Freed up operations teams for complex, high-value customer interactions.
- Enhanced SLA compliance rates, boosting customer satisfaction scores.
Our Role & Execution:
- Led stakeholder discovery workshops and requirement gathering.
- Created Process Design Document (PDD) and Solution Design Document (SDD) during the planning phase.
- Assembled and managed a cross-functional team of developers, architects, and testers.
- Directed development, testing, and UAT in close coordination with business teams.
- Managed delivery timelines, go-live, and post-deployment support.
Technology Stack:
AI/ML Classifiers, NLP, RPA, Email Server Integration, Core Banking Systems, CRM
Keywords:
AI Assistant, Email Automation, NLP, RPA, Banking Automation, Intelligent Email Processing
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