A high volume of emails across approximately 20 different operations—including corporate cards management, online stock accounts, foreign currency exchanges, and more—overwhelmed staff. The manual process of identifying the request type, classifying, and routing each email led to delays, misallocations, and increased operational costs. The need for a scalable, automated solution was critical to ensure that customer inquiries and internal requests were handled efficiently.
Eclantiqx implemented an intelligent email processing system on Pega 8.8.3. The solution automatically scanned incoming emails using a comprehensive set of keywords, predicted the type of request accurately, and routed the emails to the appropriate work groups. The system allowed agents to reply to, forward, or further route emails directly from within the platform, and it included duplicate email detection to prevent redundancies. Real-time dashboards and reporting tools provided visibility into email processing performance and backlog clearance.
