Transform Your Business With AI-Powered Email Processing Automation

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December 19, 2022

Introduction – Email and chat communications for businesses

Emails have always been one of the primary modes of corporate communication, perhaps only rivaled by chat communications. It’s true that chat communications indeed are sometimes easier and go hand-in-hand with email communications. However, both types are meant to co-exist with each other to provide a smooth and efficient communication experience to end customers. And this is where Artificial Intelligence comes into play. AI-powered email processing and chat automation can be leveraged by businesses, along with AI-powered document processing for better operational efficiency.

When AI-powered chatbots became popular, automated chat communications evolved even further. However, automation through chatbots and chat communications has a few limitations, especially in a business work environment. In contrast, email communications stand out as a better option for several reasons, such as the ease of maintaining the trail of communication history, the ability to explain descriptive communications in appropriate formats, and more corporate weightage and tone of formality.

This blog talks about the need for strong email processing using AI for businesses, especially how email communication will always be there and will require new forms of technologies to get processed.

Why do we need AI-powered email processing?

Unlike chat communications for businesses, emails are used extensively whenever bulk-intensive processes such as resolving customer inquiries, processing invoices and bills, processing banking forms and insurance claims, etc. occur in high volumes daily. It is often physically impractical and nearly impossible to process all these emails manually and on time, thus leading to a piling up of work. This further affects task efficiency and productivity at the workplace and these undesirable issues might start to affect other business operations gradually.

By using AI-based automation for email processing, businesses can reduce the manual time taken for these activities, thus saving employees from having to work on repetitive and monotonous tasks. Thus, AI-based intelligent automation can save time that can be applied to other work-intensive and complex processes. It can cut operational costs over the longer run, generate healthy ROI within a few months, and improve overall customer satisfaction. In fact, according to Gartner, customer support emails astonishingly cost an average of $8.01 per customer connection if handled by humans. By automating 50% of the total number of emails received, a company could enjoy remarkable savings.

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Why emails are here to stay?

Despite chatbot as an AI product and service being there are many years, the extent of email communications has not decreased. In fact, many companies still prefer to use emails as a primary source of corporate communication with their customers, and vice-versa. In fact, there have been a few examples, especially from the Scandinavian region wherein despite onboarding a chatbot facility, the businesses experienced a surge in emails received per year, which on average went above 40,000.

This indicates that emails are here to stay despite the penetration of chat services, the latter of which are mostly applicable to B2C companies and industry verticals. However, when it comes to B2B businesses, a chatbot might be used for resolving internal communications and basic customer inquiries. However, emails are used as equivalent as much as chats, if not more for reaching out to a concerned department.

Actions performed by AI-powered email processing solutions

A branch of Artificial Intelligence called Natural Language Processing (NLP) has the capacity to process hundreds and even thousands of emails in a single go. NLP also facilitates the understanding and interpretation of language between machines and humans.

Together with Natural Language Understanding (NLU), NLP can execute various actions after being implemented in business organizations. Some of these actions are – reading and interpreting emails, classifying and organizing them, and extracting relevant data. These actions can help businesses automate the forwarding of emails to relevant stakeholders, replying to them, archival of emails, creating tickets, and facilitating their resolutions. AI-based email process automation can read and interpret documents attached to emails and extract relevant information to undertake more actions as per the business requirement.

AI-powered email processing solutions can be integrated with external and internal systems of businesses. A few examples of these systems include CRMs, web portals, email portals, and ticket resolution centers. In this way, manual and repetitive tasks that involve replying to customer inquiries via emails and their subsequent handling can be performed near-instantly with solutions powered by Natural Language Processing (NLP).

Benefits of AI-powered email process automation for businesses

For businesses who want to implement AI-powered email processing in their operations, the target departments in their organizations that can extensively benefit from the same are direct customer-facing ones. For example, customer service teams from banking, insurance, financial services, logistics, e-commerce, and other industries can reap huge benefits through AI-powered email process automation. Email processing fueled by Artificial Intelligence can also help businesses deliver a personalized experience to their customers, which is highly beneficial.

Below are the key benefits of AI-powered email automation:

As per market research leader Epsilon, consumers are 80% more likely to buy from an organization that provides a personalized experience, and of these 72% of customers carry a high likelihood of replying positively.

In addition, a few other departments include the front and back end, grievance departments, sales accountants, delivery and processing teams, and so on.

Conclusion

Email processing automation managed by Artificial Intelligence has the power to take human-machine communication to the next level of Intelligent Process Automation (IPA). This is because many of these AI solutions can read, interpret and analyze complex, unstructured data or free text, which often poses problems for organizations while processing it through conventional means.

Going forward, even though chat and email communications both use language recognition and language processing capabilities, email communications are expected to not reduce even in the coming years. We might even see the rise of the coexistence of email and chat AI processing systems that can support multiple languages and be implemented across various business functions.

Simplifying email and document handling with smart AI

Email automation using Emailbot – the next big thing in customer support and other domains for your business

Tackling the obstacle of unstructured text using AI-powered email automation

How to turn Artificial Intelligence into a profitable investment

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