Automated email routing software solution

Business challenges

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Inefficiency: Manually sorting and routing emails is time-consuming and prone to errors, which can lead to delays in processing and reduced productivity.

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Lack of scalability: As the volume of incoming emails increases, the manual process can become increasingly difficult to manage, leading to bottlenecks and delays in processing.

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Lack of automation: The manual process may not be able to handle the volume of incoming emails and may not be able to automate the process, which may lead to human error.

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High operational costs: Manually handling large volumes of emails can be costly in terms of both time and resources.

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Lack of consistency: Manually routing emails may lead to inconsistent or incorrect routing, which can cause delays or confusion.

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Repetitive task: The repetitive nature of manually routing emails may lead to employee burnout and a lack of job satisfaction.

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Lack of data security: Manually handling sensitive information in emails may pose a security risk and may not meet the compliance standards.

Solution Overview

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We have built text classifier using machine learning using 2 years’ worth of emails as training data and reports that described email forwarding details as labels to train this machine learning model.

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Used UIPath to build bot to receive incoming emails. The bot first performs Regular Expression search to find identifiers like Shipment Number and annotate this email.

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Built a web UI that hosts machine learning model which will be called by UIPath bot to pass email body and subject and annotated identifiers to text classifier machine learning model.

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Based on classification result of ML model, email is automatically routed by bot to concerned department

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The solution replaced two FTE (Full-Time Employees) using this automated bot to handle customer inquiry emails.

Business Impact

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Increased efficiency: Automating the email routing process can significantly increase the speed and accuracy of routing, reducing delays and errors.

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Improved scalability: Automated email routing can handle a much larger volume of emails than manual processes, allowing the business to scale up without adding additional resources.

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Increased transparency: Automated email routing provides clear and detailed data on email routing, which can help to identify patterns, track progress and detect errors.

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Reduced operational costs: Automated email routing can eliminate the need for manual labor, reducing costs and increasing productivity.

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Consistency: Automated email routing ensures consistent and accurate routing of emails, which can help to reduce confusion and delays.

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Better data security: Automated email routing can help to ensure that sensitive information is handled securely and in compliance with regulations.

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Improved customer service: Automated email routing can help to ensure that customer inquiries are directed to the appropriate department quickly, improving response times and customer satisfaction.

Technology Stack

Trusted and Proven Engagement Model

  • A nondisclosure agreement (NDA) is signed to not disclose any sensitive information revealed over the course of doing business together.
  • Our NDA-driven process is established to keep clients’ data and IP safe and secure.
  • The solution discovery phase is all about knowing your target audience, writing down requirements, and creating a full scope for the project.
  • This helps clarify the goals, and limitations, and deliver quality products & services.
  • Our engagement model defines the project size, project development plan, duration, concept, POC etc.
  • Based on these scenarios, clients may agree to a particular engagement model (Fixed Bid, T&M, Dedicated Team).
  • The SOW document shall list details on project requirements, project management tools, tech stacks, deliverables, milestones, timelines, team size, hourly/monthly rate cards, billable hours and invoice details.
  • On signing the SOW, an official project kick-off meeting shall be initiated.
  • Our implementation approach, ecosystem, tools, solutions modelling, sprint plan, etc. shall be discussed during this meeting.

Our Award-Winning Team

A seasoned AI & ML team of young, dynamic and curious minds recognized with global awards for making significant impact on making human lives better

Awarded Bronze Trophy at CII National competition on Digitization, Robotics & Automation (DRA) – Industry 4.0

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50+

AI & ML
Engineers

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40+

AI & ML
Projects for
reputed Clients

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5 yrs

in AI & ML
Engineering

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