Customer Support Automation
Achieve increased productivity, cost reduction and enhance the customer experience by automating low-value queries and requests
Automate low-value, repetitive queries and support requests, improving service quality, the value and efficiency of customer support.
Problem
Customer support teams are inundated with simple, repetitive tasks from channels like email, voice and case management. This includes everything from password resets to requests for updates and FAQs.
While simple, these transactional requests take up a high proportion of an agent's day, slowing response times, increasing costs and driving agent churn.
Customer support leaders lack the data they need to automate costly conversation-based workflows. Such tasks constrain agent productivity, hurt CSAT and make it harder to meet targets and SLAs.
Solution
Re:infer Customer Support Automation understands and structures all inbound requests. It understands the meaning of every message - both text and voice-based - and extracts the relevant data for automatic case creation, triage and routing.
Re:infer turns customer support conversations into structured data which can then be used for downstream processing by automation and case management tools. This frees customer support 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
Customer Support Automation augments your customer support or customer contact centre, enabling you to:
Increase operational efficiency and performance
Automate as much as 80% of inbound messages. Automatically process large volumes of emails, tickets and requests, reducing response times from days to minutes. Significantly cut handling times for better SLA adherence and reduce the costs of running your customer support function.
Augment the customer experience
Reduce response times and accelerate request resolution. Improve service quality and the customer experience. Enhance the business value of your contact centre by boosting customer retention, loyalty and CSAT.
Enhance agent productivity and satisfaction
Free customer support agents to focus on the most complex and valuable requests and activities. Reduce agent churn by prioritising more rewarding work and customer care.
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>SuperOffice, “Customer Service Benchmark Report”, 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."
