Emails remain a highly popular method of communication for many customers
The volume of emails that Customer Service Centres receive daily often poses a mammoth task in managing expectations and providing excellent service to clients. It is hard to keep up with these volumes, which often results in manually intensive, slow, and error-prone feedback
Aportio InboxAgent is a unique AI tool that reads and analyses your incoming emails, and provides you with real insights that show what your customers are saying.
This allows your agents time so that they can focus on what really matters – serving customers.
InboxAgent also classifies the emails to be logged into your CRM intelligently, automatically assigning them to the right team and initiating automated actions. It is easy to install and integrates with other channels and knowledge bases.
Agents and staff can focus on value add activities and solving problems for their customers faster.
In turn, managers receive insights into what customers are saying.
This allows resolver groups to process information faster and fix the problems at the source quicker.
About The Company
Aportio specialises in customer service centre and IT help desk automation, using artificial intelligence to help teams to radically improve the service experience for customers
Free time up for agents to
InboxAgent uses AI to analyse customer emails. It classifies, logs and initiates automated resolution.
Declutter email to focus on the content that impacts service
Retain conversations for service improvement and compliance purposes
Turn unstructured data into structured insights
Identify service trends, issues and improvement opportunites
Launch rules to manage and resolve conversations automatically
"User email requests are now automatically handled by artificial intelligence, in real-time"
"With InboxAgent I have effectively acquired another full-time staff member at almost no cost, because it's taking care of the mundane task of logging requests"
"Tickets automatically classified and assigned to the right expert. 96% accuracy in automated assessment, classification & assignment."
After only the initial deployment, we have already been able to redirect 2 staff to value-add activities"
"Our service desk staff have asked us to promise that we won't take it away"
Why Aportio’s Inbox Agent?
InboxAgent uses a range of technologies, uniquely stripping emails of unnecessary images and text, to achieve high levels of accuracy
Channel of choice
Customers get to use email rather than being forced to other forms of communication.
Rich data source
Email is a rich source of information about customer preferences and views. InboxAgent reads and analyses the email before logging a ticket or case so that the conversation can be analysed.
Emails are cleansed of unnecessary images and text. This makes it easier to manage once logged. Uniquely, InboxAgent’s ability to strip unnecessary text means that unexpected bias is not introduced to the classification or the analysis.
By combining new technologies, InboxAgent achieves higher levels of consistency and accuracy of classification compared to other methods, including humans.
InboxAgent associates email conversations, reducing the duplication which many other solutions create in error.
By understanding email content, companies are able to focus on fixing the product or service features that most matter to their customers.
Handovers & triggers
Emails can trigger automations, be forwarded to the right resolver group and link to other channels such as bots, portals & knowledge-bases; withot human intervention.
InboxAgent is an easy plug-in to CRM or ITSM systems, so no need for costly system upgrades.
With customised reports which provide analysis over time and across different metrics, InboxAgent provides depth of understanding as you business changes