TCS AI Mail Assistant
Instant, human-like email response for improved customer experience
Industry
Banking
Banking Services Transformation: Unlocking Exponential Value
Solution
Consulting
TCS Consulting Services to Achieve Success in the Digital Era
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 AI Mail Assistant 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 AI Mail Assistant, BFSI firms can make their email response easier, faster and completely automated.
The TCS solution
TCS AI Mail Assistant 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 AI Mail Assistant 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.