Key Highlights
- In this success story, a logistics provider struggled with inefficiency, scalability issues, and high operational costs due to manual processes.
- OptiSol collaborated with the client to implement robotic process automation (RPA) using Microsoft Power Automate and machine learning.
- Our solution automated email routing with text classification, regex annotation, and bot-driven workflows for faster processing.
- As a result, the client reduced manual effort, cut costs, and achieved higher scalability, accuracy, and transparency.
Problem Statement
01
Inefficiency: Manually sorting and routing emails is time-consuming and prone to errors, which can lead to delays in processing and reduced productivity.
02
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.
03
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.
04
High Operational Costs: Manually handling large volumes of emails can be costly in terms of both time and resources.
05
Lack of Consistency: Manually routing emails may lead to inconsistent or incorrect routing, which can cause delays or confusion.
Solution Overview
01
We have built a text classifier using machine learning, trained on two years’ worth of emails and forwarding reports as labels.
02
Used Microsoft Power Automate to build a bot that receives incoming emails, performing regex searches to find identifiers such as Shipment Numbers.
03
Built a web UI to host the machine learning model, enabling the Power Automate bot to pass email data for classification.
04
Based on the classification results, the ML model enables the bot to automatically route the email to the concerned department.
05
The solution replaced two FTEs (Full-Time Employees) by using the automated bot to manage customer inquiry emails efficiently.
Business Impact
Flow Diagram
About The Project
OptiSol collaborated with a leading logistics company to automate its email routing process using RPA. By combining machine learning text classification, regex-based identifiers, and Microsoft Power Automate bots, the solution ensured accurate, efficient, and consistent email handling. This automation replaced manual effort, reduced costs, and improved scalability, enabling the client to handle customer inquiries faster and more effectively while maintaining high service standards.
Technology Stack
FAQs:
How did OptiSol improve email routing efficiency?
By training a machine learning text classifier and integrating it with Power Automate bots to route emails instantly.
What role did regex play in the solution?
Regex searches identified shipment numbers and other key details, enriching the data before classification.
What was the impact on operational costs?
Automation replaced two FTEs, reducing costs by 40% and freeing resources for other strategic tasks.
What technology powered the solution?
Microsoft Power Automate handled bot workflows, while ML models ensured accurate classification and routing.
What was the implementation timeframe?
The RPA solution was deployed within a few months, delivering quick results and measurable impact.
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