This leading motor vehicle insurer for insurance policies receives over 2000 customer e-mails daily belonging to forty different categories. These e-mails contain attachments in various file formats, e.g. court judgments or police reports. The insurer’s old solution used OCR, with 30-40% of incoming e-mails being categorized correctly. The fact that customer communication via the e-mail channel is steadily increasing has awakened the insurer to the requirement for a new and powerful solution.
Swiss Post Solutions implements an intelligent system that reads, understands, and categorizes incoming e-mails. If the system stumbles on an e-mail that it does not understand, the e-mail is handed over to a member of staff. The system observes how the member of staff handles the email and learns from it for future e-mail queries. In this way, the system’s knowledge is kept up-to-date on an ongoing basis without the system needing to be reconfigured.