iOPEX used application of ML/NLP techniques like Sentiment, entity analysis etc. on the content and taking required action like classifying emails into various predefined categories like Complaint, Service request , Enquiry etc.
The Client : The Client is a London based Telecommunications conglomerate that has its operational presence in more than 150 countries across the globe. Its primary services include broadband, fixed-line and mobile services in the United Kingdom and provides IT and television subscription services. Some of its other products are Home security, Fleet management, Supply management, Telco equipment etc.
The Challenge : The group receives over 1 million emails annually .Many hours of time are spent reading E-mails to ascertain whether action is required or not and if so who the E-mail should be routed to. 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.
iOPEX is a new-gen technology focused company in the field of Integrated Automation, Moderation Services, Digital Advertising and Transforming Customer & Technical Support Experience. We acquire the latest advancements in our focus areas and optimize the resources available to deliver the best outcome for our clients in the long run, which in turn improves the top and bottom line of the businesses.