How FCA Bank now CA Auto Bank automatically handled 30,000 tickets in a single month
Industry:
Banking
Company size:
>2.000 employees
Location:
Turin, Italy
Core feature:
- Integration with Dynamics
- AI models for email management:
- Spam archiving
- Archiving irrelevant content
- Categorization of requests
- Customer and contract identification
- Ticket addressing
Criticalities
What critical issues did CA Auto Bank face in handling 250,000 support requests via email?
Customer service operators had to:
- Read and analyze each individual email, even the ones that were spam or that were not requests for support
- Proceed to manually categorize each email, differentiating between spam, irrelevant content, and requests for support or information
- Identify the customer, searching the text or subject line of the email for identifying data (contract or customer code, vat number, tax code)
- Manually create a ticket and associate the corresponding team, according to company guidelines
Solution
Automatic and real-time with Stip
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.
How email management on CA Auto Bank channels has changed with Stip
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
Process
Identification of requests for assistance or information that are responsibility of the customer service team
Archiving of all irrelevant content and/or spam
Automatic identification of the customer and association of the request to the relevant account (through contract code, customer code, C.F., VAT etc.)
Automatic and real-time management and resolution of simple support or information requests
Recognition and partial management of complex requests by collecting missing data to resolve the request
Creation of categorized tickets and routing within the corporate CRM including assignment to the appropriate team for management
Stip’s AI integrated with CA Auto Bank’s CRM
Managing spam-like and irrelevant content for CA Auto Bank with Stip
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.
Identifying the account and contract
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.
Identification of the reason for the request and data collection
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.
Ticket creation and routing
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.
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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.