Too much skilled time was being spent on routine enquiry administration.
Staff repeatedly read similar enquiries, gathered information from internal sources, prepared documents and wrote responses. The work was necessary, but much of it was repetitive and slowed response times.
What we implemented
The solution introduced AI into the existing enquiry process without removing human oversight. Incoming messages are analysed, requested information is identified, relevant business data is gathered and a draft response is created. Quotations, schedules or other documents can be generated at the same time and presented for approval.
- Monitor and categorise incoming enquiries
- Understand free-form customer requests
- Gather information from approved internal systems
- Prepare tailored email responses
- Generate supporting documents and attachments
- Route the complete response for human approval
About this case study: Client-identifying information has been removed, but the workflow and business problem described are based on previous project work.