TCS Response AI for faster and automated email response

Industry

Solution

Highlights

Meeting the SLAs on customer emails is among the key challenges that organizations face in improving customer experience.
Banking, financial services, and insurance (BFSI) firms are investing in email processing technologies with cognitive AI-ML capabilities to drive customer satisfaction and improve cost efficiency through automation.
TCS Response AI addresses the specific needs of BFSI organizations by enabling easy, faster and automated response to emails.

Overview

Enterprises looking to improve customer experience and loyalty cannot afford to ignore customer emails.

However, banking, financial services, and insurance (BFSI) firms face numerous challenges when it comes to appropriately responding to customer emails, resulting in service level agreement (SLA) breaches.

These include elevated stakeholder expectations, global economic and geopolitical instability, increased regulatory scrutiny, and unprecedented events like COVID-19. Organizations that are yet to pursue email automation continue to operate with fragmented and manual processes, which require additional hands, resulting in increased cost.

Against this backdrop, digitized email management has become a top priority for BFSI firms. Many are adopting email bots powered by artificial intelligence, machine learning, and robotic process automation to enable 24/7 response to customers.

With TCS Response AI, BFSI firms can make their email response easier, faster and completely automated.

The TCS solution

TCS Response AI is a secure and enterprise ready AI-based Solution.

The solution has Named Entity Recognition (NER) capability to extract information from emails and categorize them based on the processes configured for any of the domains such as banking, insurance, travel, hospitality, retail, manufacturing and so on and respond to customers.

It can also connect with multiple back-office and ticketing systems through API calls, aggregate data and incorporate it in the email response to the customer. Additionally, it can connect with various popular ticketing systems like Jira, Remedy, ServiceNow, Salesforce, and Zoho ManageEngine or custom ones to create a unique ticket or case number with the details of the email.

The solution can extract information like account number, policy number, card number, travel requisitions, or any unique key required to process the mail further with the back-office systems.

Business benefits

TCS Response AI enables significant savings with seamless email automation

While improving customer servicing, driving compliance and providing improved analysis and decision support, the solution can help:

Manage seasonal fluctuations
Free up resources to do complex work
Respond automatically to customer emails 24/7
Reduce manual efforts with automatic updates into various back-office systems
Enable auto creation of a ticket or case ID in the ticketing systems based on the email content.
Promote analytics with MIS dashboard
Drive compliance with inbuilt audit trail with interactions captured and stored at the location specified by the customer.

The TCS Advantage

TCS brings decades of research expertise and deep contextual knowledge to help BFSI firms transform their customer experiences.

By partnering with TCS, firms can make the most of our:

Proven expertise: TCS brings its global experience and exemplary record of nurturing fruitful relationships with a wide customer base.

Strong domain knowledge: TCS has unparalleled knowledge and execution track record driven by our expertise in global finance, data, and analytics.

Strategic partnerships: TCS has developed partnerships through transformational initiatives and cross-industry solutions. These include alliances with major enterprise resource planning (ERP), RPA, and cloud providers. These enable customers to identify and realize value faster by translating experience to execution.

Centers of Excellence (CoEs): TCS CoEs help BFSI firms with competency development and solutioning within finance.

Co-Innovation Network (COINTM): TCS partners with leading fintech start-ups to build point solutions to solve specific industry problem.

Contact

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

TCS Response AI

Industry

Solution

Highlights

On this page

Overview

The TCS solution

Business benefits

The TCS Advantage

Transformation starts here

Find out more

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Industry

Solution

Highlights

On this page

Overview

The TCS solution

Business benefits

The TCS Advantage

Related Reading

Transformation starts here

Find out more

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