About customer
In this project, Liongate supported an operator of fiber-optic networks using state-of-the-art AI technology. The company primarily operates in rural, underserved regions of Germany. It plans and builds FTTH networks in rural communities to provide ultra-fast and reliable internet everywhere.
The Challenge
Increase efficiency and quality in customer service
The fiber network operator’s goal is to reduce the costs of its customer service, increase customer satisfaction, and give agents more time to handle important customer interactions. In a first step, use cases for AI were to be identified and implemented that would quickly and with minimal effort improve the efficiency and quality of communication processes.
It was particularly important for the company to seamlessly integrate new AI-powered solutions into the existing system and process landscape.
The Solution
With the seamlessly integrated AI solution from Liongate, incoming emails are automatically categorized and summarized, making customer case management more efficient and error-free.
The systematic analysis of existing customer interaction processes revealed that employees (agents) spent a lot of time reading and categorizing incoming emails. In addition, this manual process proved to be highly repetitive, often time-consuming, and prone to human error.
Accordingly, email communication was targeted to optimize customer case management using artificial intelligence. With LionGate’s AI solution, emails are fully automatically and reliably classified into three categories, and their content is summarized in a few sentences for processing by agents.
The AI solution was seamlessly integrated into the existing system and process architecture. This allowed existing processes, previously carried out manually, to be automated with AI. Employees do not need to use new, separate tools, and “IT sprawl” caused by stand-alone solutions outside of ServiceNow is avoided.
The Result
The processing of customer emails has been fully automated by the AI solution.
With the support of LionGate, the processing of customer emails could be specifically optimized in a short period of time. The company now has a fully automated process for categorizing and capturing the content of emails. This saves effort, speeds up the handling of messages, and shortens the time to resolve issues.
In the first few weeks, 92% of incoming emails were already fully and correctly categorized automatically. By reliably categorizing and capturing emails for agents, the workflows in customer case management were significantly improved. The accuracy of case assignment within the team increased, reducing the effort required for manual reassignments.
“We know how to deploy AI purposefully and integrate it seamlessly into processes and systems. The results of this project speak for themselves.” – Armin Oppitz, Board Member at Liongate
Contact
Feel free to contact us for a discussion.
Let’s find out together how you can efficiently automate your email processes.
Armin Oppitz
Executive Board Marketing
