Customer service teams face the challenge of managing an ever-growing volume of enquiries, via email and other channels. Email-to-anything introduces a next-level Email-to-Case solution, equipped with AI-driven triage and case automation capabilities. This advanced system streamlines case management by intelligently creating, updating, categorizing and prioritizing new cases to fully optimize response times and resolution rates.
Pre-conditions
- e2a is fully integrated and operational within Salesforce.
- AI-driven parsing rules are set up.
- Customer service agents and teams are trained on the new system functionalities.
Actors
- Customer Service Representatives
- Customer Service Managers
- Salesforce Administrators
Workflow
- Customer emails are received and automatically converted into case records by e2a.
- AI-driven triage assesses and categorizes the cases based on content analysis.
- Priority levels are assigned to cases, potentially using by AI, taking into account urgency and customer importance.
- Case are routed to the appropriate agent or queue. An advanced case routing system can be deployed via Q-assign, e2a’s sister app.
- Service agents respond to cases, utilizing AI-recommended actions and responses where applicable.
- Complex workflows can be triggered and executed automatically, such as creating tasks for follow-ups, setting reminders for agents, or initiating approval processes for special case scenarios.
- Cases progress and resolutions are tracked within Salesforce, with AI assisting in monitoring SLA compliance.
Post-conditions:
- The case records in Salesforce are updated to reflect the current status, ensuring transparency and traceability.
- Service agents have a prioritized workload, allowing them to focus on the most pressing issues first.
- Customers receive timely and accurate responses, improving overall satisfaction levels.
Exceptions
- In cases where AI cannot confidently categorize or prioritize an email, it can flag for manual review.
Metrics for Success
- Reduction in average case resolution time.
- Increase in customer satisfaction scores.
- Decrease in the number of cases escalated due to misrouting.
- Positive feedback from service agents on the ease of case handling.
Enhancements
Email-to-anything brings a whole host of additional features to your Email-to-case solution:
- View Email History – See the whole email history against any contact, case or other relevant records
- Send emails from case object or any other object – Send 1-to-1 or mass emails from any Salesforce object
- Build distribution lists – Create distribution lists in Salesforce and send business updates, such as product updates or newsletters, without the need to use marketing automation tools
- Capture replies – Email-to-anything listens for email replies and brings them into Salesforce, storing them against all relevant records
In addition, Email-to-anything works seamlessly with its sister app, Q-assign, the powerful case routing app, which deploys dynamic assignment rules to create the most advanced case distribution systems on the AppExchange.
