The Challenge

A team of ten people were involved in handling over 30k email and website entered client queries per year.

The process was manually intensive and involves a high proportion of standardised responses that require no expert analysis.

This represented a significant cost to the business and diverted staff from value added activities. 

Business leaders had insufficient visibility to identify systemic issues and manage strategically.

The Project 

Configuration of JAiD to interpret email and website queries and to automate routing and provide natural language responses.

• Utilisiing JAiD to streamlines workflow
• Deploy AI to take care of mundane activities
• Management Dashboard to provide accurate and real-time insight
• Specialised AI models trained and maintained by Jaid using readily available historic data
• Simple Connection to existing mailboxes
• System Integration to enable automation
• Customised Portal built and hosting by Jaid

Project Delivery

Specialised AI models were deployed to automate standard responses and to triage the more complex queries. 

These were rapidly built using the Jaid Gym – a no-code solution to allow non-technical users to build sophisticated AI models.

AI models also interpret incoming responses to delegated queries to select and populate the appropriate template that is automatically sent to the requestor.

Project delivered in a few weeks.

Benefits

• Two people fully redeployed into higher value and revenue generating roles.  Remaining team increased client service and value-added measures.
• Invaluable insight for management to improve processes and highlight problem 3rd parties
• Visibility and control so that issues can be resolved strategically
• Significant reduction in number of unnecessary client queries

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