Email amplifAIer

Today, customer experience (CX) is driving businesses globally, with reports showing that 9 out of 10 businesses are competing on this front. Responding to customer queries is the most important way to enhance CX. Among various channels, E-Mail communication is crucial and integral for contact centers to respond to customer queries. A survey indicates that more than 60% of customers prefer E-Mail as a mode of communication due to the convenience it offers. However, companies struggle to manage E-Mail communication and live up to customer expectations.

Customer Challenge:

• High cost of operations as each email response costs an average of $8
• Human dependence as email responses require specific expertise and historical context
• Not enough staff members to handle the huge volumes
• Old-fashioned tools with no intelligence
• High turnaround time on an average of 12 hours of turnaround time for email responses
• Inconsistent and inaccurate responses

Introducing E-mail amplifAIer:

Tech Mahindra’s E-Mail amplifAIer brings the power of generative Al (GPT-4/GPT-4o) and Azure OpenAI to provide unified visualization and automation techniques, which also enables humans in Loop philosophy to deliver outcomes responsibly to enhance the potential of contact centers.
The solution also provides an end-to end solution for E-Mail automation, starting from receiving emails, identifying the intents, extracting the required entities from emails to gathering the required information from other systems like CRM, finance, etc.
Leveraging an automation program, the solution generates automatic email responses using templates and sends them to customers. It also provides the capability to keep humans in the loop to review the generated responses and make changes if required before sending them to customers.

Our Advisory & Consulting Services

• Customized GenAI Studio
• Enterprise knowledge Search
• Data augmentation for models
• Responsible AI adoption
• Intelligent automation services for Email
• Email AmplifAIer - IT Operations Transformation

Possible Scenarios:

• Auto-identification of E-Mail intents
• Ability to templatize and customize responses
• E-Mail classification to different categories
• Ability to integrate with other platforms using RPA, Scripting, etc.
• Entity extraction from the emails
• Integrates with multiple E-Mail services
• Automated response to emails
• Human-in-the-loop support

Business Benefits

• Offers a comprehensive solution for contact center email needs. ​
• Achieves up to 90% faster turnaround and 80% cost reduction.
• Ensures consistent and accurate responses with personalization at scale. ​
• Facilitates quicker onboarding of new E-Mail categories and reduces human dependency.