Genesys Email Auto Response (CE38) for PureEngage

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This topic is part of the manual PureEngage On-Premises Use Cases for version Public of Genesys Use Cases.
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Automate responses to inbound emails

What's the challenge?

Customer service interaction volumes are skyrocketing. Companies struggle to respond in time to such large volumes of requests that negatively impacts workforce management and overall business performance. In a modern digital world, managing large amounts of interactions doesn’t have to be that difficult.

What's the solution?

Companies need to automate their responses for frequent or common customer inquiries received via email in order to have their resource focus on crafting tailored and personalized responses to high value or critical requests.

Story and Business Context

This use case enables companies to send automated and semi-automated responses to common inquiries received through the email channel. Automated response capabilities can help to improve agent productivity, response times, and service levels. Agents can also use a common response library that is pre-populated with approved and polished content, providing better and consistent experiences for customers.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Reduction in frequent or common inquiries that are distributed to agents
Improved First Contact Resolution Autmated responses to common queries can improve first contact resolution
Improved Net Promoter Score Reducing customer effort by providing rapid access to frequently searched information
Reduced Handle Time Improved accuracy of classification over simple word spotting
Reduced Volume of Interactions Decreasing need for inbound calls

Summary

Uses content analysis to understand customer intent (optionally including sentiment and actionability) to formulate an automated answer for a customer request received via the email channel. Provides agents with high-quality suggested responses to increase consistency in response creation by agents.


Use Case Definition

Business Flow

The diagram outlines the automated response flow:

Business Flow Description 1. The consumer sends an email to one of the company's email addresses.

2. The Genesys system monitors the mailboxes that handle these consumer messages.

3. When a message arrives, the request is captured with context data, and the routing strategy determines how to handle the request. The strategy tries to identify the consumer in Genesys contact history. If the consumer does not yet exist in the database, a new record is created. Optionally, a web form gathers additional information (such as language) about request elements such as case, reason for contact, and location.

4. The original message is stored in the Genesys contact history.

5. If this is a new message (not a reply), the content analyzer compares the message to a series of models to determine the intent (classification) of the message. It may also use models to determine sentiment and actionability of the message. The result of these comparisons is a numeric confidence level from 1 - 100.

• If the inbound email is a web form email and the Language field is populated, then the content analyzer model uses the specified language.

• If the language in the user data is not populated (either because it comes from a direct email server or because the web-form cannot ascertain the language), the Language Classification model classifies the language.

• The content analyzer model (root category configured in OPM) and language are determined.

6. Depending on the confidence level, Genesys takes one of the following actions:

• Sends an automated response to the consumer.

• Sends a suggested response to a live agent for their review.

• Sends the message to an agent allowing them to manually select a standard response. Optionally, responses can contain links to Knowledge Center for related content (requires Knowledge Center).

7. If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent. See Email Routing (CE16).

8. If the confidence level exceeds the threshold, the system sends the automated response to the consumer, ideally using the original To: address as the From: address, enabling the consumer to respond easily.

9. Genesys stores the response in the contact history.

10. If the incoming email is a reply to a previously sent response, the message is routed directly to an agent, bypassing the review steps 5 and 6.

11. To distribute the interaction to an agent (with or without a suggested response), this use case integrates and requires Email Routing (CE16).

12. The agent receives the customer message (with or without a suggested response) and reviews any response for accuracy and relevance.

13. The agent can include the suggested response in their reply. If a suggested response is not available, the agent creates the response and sends it to the customer. If no reply is needed, he finishes the interaction by simply entering “Mark Done”.

14. The agent records the outcome of the interaction for reporting purposes.

15. Genesys stores the response in the contact history.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.


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