Email task routing | WorkFusion

Automating Complex Email Intake and Data Ingestion for Task Routing

Customer: Top 10 U.S. bank
Problem

This bank receives over 1 million emails annually from commercial clients. Each message must be categorized into types, and tasks required by each message must be correctly routed in order for client service to begin. The time it took to manually execute this high-volume, highly variable work caused errors and delayed the fulfillment of client requests.

Solution

Using WorkFusion SPA, the bank’s operations team configured an optimized workflow that ingests and digitizes each email and their attachments using OCR and RPA. SPA’s native AI classifies and either executes requests or routes them to the right person. Each time a bot escalates a more complex task to a person, the workflow gets smarter, more work is automated, and fulfillment times drop even further.

Benefit

The customer exceeded their goal of removing 60% of manual effort, delivering an 89% reduction of effort: The manual effort required to understand the request and validate information went from an average 120 seconds to 32 seconds, and to create a case in the internal system went from 150 seconds to 0 seconds.

Impact
99%
Automation
-89%
Human Effort
Find out more about the AI-driven RPA capabilities in WorkFusion’s Smart Process Automation and how we automate work that’s too complex for rules by turning high-volume data into smarter automation.
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