AI - cwin17 India

1. AI Assisted Email Channel

2. • Channel Configuration
• Automatic routing
• Email triage screen
• Suggested cases and NLP Analysis
• Entity property mapping
• Model Creation
• Feedback
Key Features

3. Actors
Sarah Connor
Customer
Bob Smith
Customer Service Rep.Organization
Uplus

4. Scenario 1: Email Triaging
Hi Support Team,
Can you add a new user by name John Connor located in Cambridge.
He starts from 9/22/2017.
Thanks
Sarah
Sarah Connor
Customer

5. Bob Smith
Customer Service Rep.
Scenario 1: Interaction case creation
Creation of Interaction Case, Triage it to address update, NLP Analysis entity property mapping and send
reply from transaction case.

7. Bob Smith
Customer Service Rep.
Scenario 1: Bob sends reply.
Hi Sarah,
New user John Connor has been added.
Thanks
Bob Smith
Uplus

8. Backend– Setting up email channel
• Configure email account
• Create Email Channel
• Add automatic email routing
Organization
UPlus

9. Email Setup

10. Channel Configuration

11. Channel Behavior: Change to automatically create case

12. Channel Text analysis

13. Text analyzer rule

14. Email Parser

15. Scenario 2: Auto-creation of new user request

17. Decision Analytics Center
Business
Scientist
StatisticianEngineer

18. Creation of a sentiment analysis model

19. Feedback for sentiment analysis model