Case Automation
Optimizes customer communication management
What is Case Automation?
Case Automation is a ready-to-use application designed to simplify customer case management.
By integrating a wide range of communication channels and leveraging AI, it automates response processes, reducing human effort and supporting in the completion of repetitive tasks, allowing teams to focus on delivering quality services.
Key features
Communication channels
- Automatic understanding of request content and forwarding to dedicated team
Dati and API
- Custom API integrations to enrich responses with relevant information
- Seamless connection to one or more data sources
Response management
- Quality control over AI-generated responses using proprietary knowledge bases
- Monitoring tool with feedback system to continuously improve performance
How it works?
Case Automation integrates with various communication channels, including email servers, ticketing systems and other data sources.
The platform allows users to define specific actions or workflows for different classes of requests, such as sorting messages to designated teams, generating automatic responses, or querying external APIs for additional information.
The Monitoring section enables users to monitor the distribution of workload among the various teams, assess process performance and effectiveness, test automation rules and make the necessary changes to optimize efficiency.
Case Automation is available on AIWave, Almawave’s proprietary cognitive platform, and can be easily integrated with the client’s existing systems.
Benefits
Workflow
Efficient case management through automatic sorting of requests
Speed
Speeding up responses by generating them automatically
Unique interface
Simplified management of communication channels that converge at a single point of access
Operability
Processing of consistent and timely draft responses thanks to GenAI
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