Email remains an indispensable service channel for almost every enterprise. Even though emails have been repeatedly pronounced dead, data shows that customers and employees still love Outlook & Gmail. What makes emails so popular? Undoubtedly, mail apps and clients are extremely easy to use and part of everyone’s digital routine. But more importantly: Writing an email requires no particular format, no mandatory form fields, no particular style.
What is convenient for the user is a challenge for enterprises. Unformatted data is hard to process and email conversations can take unexpected turns. As a result, emails are usually routed directly into ticketing systems where every follow-up is handled manually.
Customer Service Automation powered by Conversational AI can handle incoming emails faster and with less manual effort:
- AI-based intent recognition identifies the topic of an email by understanding natural language
- Multi-factor authentication ensures safe and secure data handling
- Repetitive tasks are fully automated through deep-integration with IT backend, HR management tools or any other enterprise service
- Intelligent routing can hand over complex tasks for manual handling
Watch the video to see how an incoming email service request is automatically processed with Cognigy.AI.
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