Handling client service requests was previously performed through manual email sorting, which was error-prone and time-consuming. The lack of automation in categorizing and routing these inquiries led to significant delays, misallocation of resources, and a growing backlog that impacted overall service quality.
Eclantiqx developed an automated system that scanned incoming emails using a comprehensive set of keywords to accurately predict the type of request. The system then automatically created cases, routed them to the appropriate teams, and provided agents with tools to manage responses directly within the platform. Integration with reporting and dashboard tools ensured that progress was continuously monitored and backlogs were swiftly cleared.
