Your customer sends an e-mail and expects a quick response. The BSI Mail Agent automatically reads, classifies and answers incoming e-mails and letters: Standard cases are handled immediately, while complex issues are forwarded to the appropriate team. Everything is documented directly in the BSI Customer Suite. This reduces the backlog, giving your team time for what really matters – and your customer knows that her concern is in good hands.
Challenge
What are the challenges?
Anyone who processes e-mails manually faces the same challenges every day:
- Wasted time: Every incoming e-mail must be read, assessed and assigned – manually. With high volumes, a backlog builds up immediately and escalates throughout the day.
- Routine cases tie up the team: Status inquiries, address changes, billing questions – the same requests land in the inbox every day and tie up resources needed for more complex cases.
- Excessively long response times: Anyone waiting for hours or days for a reply will pick up the phone – or take their business elsewhere. Every minute of delay costs trust.
- No overview: Without centralized documentation, cases get lost, customer histories are incomplete and SLAs are breached – without anyone noticing in time.
The result: Customers are dissatisfied, and service teams are working at their limit.
Solution
BSI is the solution.
The BSI Mail Agent automates the end-to-end processing of incoming e-mails and letters – with AI-supported e-mail classification, intent detection, automatic response generation and intelligent case routing. Fully integrated into the BSI Customer Suite.
E-mail classification & intent detection
Every incoming document is immediately analyzed, classified and prioritized – based on issue, urgency and customer context. No more manual reading or sorting.
Automated response generation
The mail agent responds to standard cases immediately and fully automatically – around the clock. The customer receives a reliable response, and your team saves resources.
Case creation & intelligent routing
The mail agent automatically forwards complex inquiries to the right department – including all relevant information. No detours, no loss of information.
SLA monitoring & prioritization
The mail agent monitors processing times in real time and automatically transfers before SLAs are breached. Your team stays in control – even with high volumes.
Forwarding to a human agent
If the mail agent detects that a case requires human judgment, it seamlessly hands it off – with full context and processing history. Human in the loop, exactly where it counts.
Master data maintenance & form processing
Address changes, contract documents, applications – the mail agent recognizes, extracts and transfers the data directly into the BSI Customer Suite. Automatically, error-free and audit-proof.
