A leading Insurer’s customer support team faced challenges in managing and responding to a high volume of emails. They required expert consultation and implementation services for an integrated platform, so they reached out to Exavalu.
01
Implementation
02
Sentiment Analysis
The client’s customer support team had to manually process emails, consolidate, and
summarize all the information which led to higher response times. Besides, the quality
of responses was inconsistent and varied in verbiage and tone. As a result, their team
faced difficulty in accurately gauging customer sentiment from emails, affecting overall
customer satisfaction.
Our solution leveraged Salesforce Email-to-Case service, integrated with the GenAI capabilities of Einstein Copilot to perform sentiment analysis and generate automated responses. The key components of the solution include:
