Spring Racing Carnival is a busy period for online wagering companies, with email volumes about 5X the usual. Traditional hiring short-term customer service agents is a drain on company resources and a risk to customer experience. The company was therefore, looking for an automated email triage system.
Industry
- Online wagering company
Time Frame
- June 2017 – October 2017
Area of Expertise
- Artificial intelligence
Responsible for
- Select and build models using algorithms that are usable for natural language
- Automated download, classification and archival of scored emails
Approach
- Discovery: Benefits to various teams
- Prototype: Accuracies, encourage non-technical audience to stress test the system with a challenging email
- Production: Access to inbox, end-to-end automation from Microsoft Exchange Inbox to SQL Server
- Monitoring: Accuracy reports
Outcomes and Benefits
- Fully automated system
- Reduced hiring and training overheads
- Reduced average response time from couple of days to within the day