What critical issues did CA Auto Bank face in handling 250,000 support requests via email?
Customer service operators had to:
By integrating Stip within Microsoft Dynamics, CA Auto Bank now CA Auto Bank has changed its email management process, making this entire part of the process fully automatic and real-time, leaving internal operations unaffected.
of increasing the efficiency of customer service operators
tickets categorized and routed automatically within a month without operator intervention
success rate in automatic customer and contract identification
accuracy in categorization and addressing to the team
Stip’s AI integrated with CA Auto Bank’s CRM
Once the Artificial Intelligence (AI) has identified spam-like content or content that does not need to be handled for CA Auto Bank, Stip automatically closes that request within the CRM, preventing operators from viewing and wasting time reading and archiving it, allowing them to focus on value-added activities for the end customer.
Unlike any enterprise CRM, Stip does not simply identify the customer and the referring contract using the sender’s email. When, as is often the case, the email is sent by a third party, Stip is able to search within the text of the email for unique data (e.g., contract code, customer, tax, vat number, or other) and assign it to the corresponding contact. Once the customer is identified, Stip associates the request with the corresponding account.
Stip’s AI analyzes the content and identifies the type of request sent by the customer. It consequently understands what information the operator needs to handle that type of request and, if this information is missing, automatically requests it from the customer, avoiding further unnecessary contact between operator and customer.
Once all the necessary data has been collected, Stip creates a categorized ticket within the company CRM and automatically routes it to the appropriate department or operator to handle it.
Artificial Intelligence that automates repetitive customer service tasks with no added value for the customer, allowing operators to focus on resolving complex requests, in just one single interaction.