Business Services Automation
Operations, Finance and Business Services achieve enhanced productivity, cost reduction and employee experiences by automating low-value queries and requests
Automate low-value, repetitive queries and requests, improving service quality while boosting the value and efficiency of customer support.
Problem
Business and shared services agents spend most of their day performing repetitive, low-value tasks in emails, tickets and service requests. This is impacting their productivity and preventing the team from hitting its targets as well as taking on new work and services.
Leaders of core business functions have struggled to understand, eliminate or automate these repetitive, comms-based processes due to a lack of data. As a result, cutting costs, adhering to SLAs and improving the internal customer experience remains an uphill battle.
Solution
Re:infer Business Services Automation understands and structures all inbound requests. It understands the meaning of every message and extracts the relevant data for automatic case creation, triage and routing.
Re:infer turns business conversations into structured data which can then be used for downstream processing by automation tools. This frees services agents to focus on more important, more rewarding work.
For the first time, the end-to-end automation of the highest-volume manual requests is possible.
Benefits
Business Services Automation augments service performance and gives time back to employees, enabling you to:
Increase operational efficiency and performance
Automate as much as 80% of inbound messages. Automatically process large volumes of emails, requests and messages, reducing response times from days to minutes. Significantly cut handling times for better SLA adherence and reduce the costs of running your service function.
Augment the employee experience
Reduce response times and accelerate request resolution. Improve service quality and the employee experience. Enhance the business value of your service function by contributing to organisational efficiency and gaining the capacity to offer entirely new services.
Enhance agent productivity and satisfaction
Free your team to focus on the most complex and important requests and activities. Allocate more resources to the most valuable tasks, while keeping your team lean and effective. Reduce agent churn by prioritising more rewarding work.
Hiscox saves £240k and auto-triages over 80% of emails with request automation
Specialist insurer Hiscox used Re:infer to automatically triage inbound broker requests.
- 80-85% of emails now automatically triaged by Re:Infer
- First time right rate increased from 3% to 96%
- Request turnaround reduced from 5-7 days to 3.7 days
- £240k saved in FTE cost avoidance
Email to Case Explained
Re:infer uses natural language processing capabilities to understand the intent and content of inbound emails. This enables the platform to provide email-to-case capabilities, migrating business processes from email channels to workflow applications.
Re:infer helps automate case creation, processing events, status requests, and monitors for new processes being performed outside of workflow.
Learn more about email to case
Auto Triage Explained
Re:infer provides a fully automated triage capability that is Subject Matter Expert-driven. Inbound requests are automatically routed to the right team or person, removing the process from agent workflows.
The platform gives users fine-grained control over rules for classification, prioritisation, data extraction, and routing. Re:infer also allows for incremental deployment, meaning you can gradually scale auto triage until the required confidence levels are met.
- <sub>1<sub>Re:infer, Internal customer audit, 2021
“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."
