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Blackbook.ai

Service Desk Email Processing​

Ease the workload by utilising Email Processing as the first line of defense against the deluge of incoming emails directed to service desks.

Industry

Unknown

Technology stack

RPA

Industry

Unknown

Technology stack

RPA

Industry

Unknown

Technology stack

RPA

The challenge

A large trustee organisation required support in handling a high volume of incoming emails. Emails are manually sorted and sent to the relevant officer, a time consuming and low value task.

The solution

We built a RPA bot that sorts incoming emails by keywords in the subject line and body, and moves them to according mailboxes to be handled by the relevant officer. If an assignment to an officer can not be made based on keywords, the process moves the email to another queue to be processed manually.

The outcomes

The organisation improved efficiency in their email sorting processes, saving time, money, and improving the experience of employees. Response time to clients was also significantly reduced, improving customer satisfaction.

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