Sorts, routes and drafts replies overnight.
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Advisory and implementation for the public sector, starting with the AI readiness assessment.
The inbox mixes emails, portal messages and scanned letters in a single queue. Every message is opened, matched to a request type, linked to its contract account via the customer number and then moved to the right queue. Only then does the actual reply begin, and everyone on the team writes it differently.
At eight o'clock the early shift opens a queue in which every message is already linked to its contract account, and the 16 hours of routing shrink by up to 70%.
The reduction of up to 70% in routing effort is this agent's headline figure. The volume, request types and minutes per assignment describe a typical day in a utility's customer service; they are illustrative, not measured.
The agent reads every message in the overnight run and assigns it to one of the request types. It keeps attachments with the message and picks out reported meter readings from the text.
Overnight run at 04:10, 486 messages, 9 request types, 12 unassignedThe agent finds the matching contract account in the billing system by customer number, meter number or supply address. If two accounts could match, it puts them side by side.
Contract account 8814-2207 for meter number 1EMH0074392, matched via the supply addressThe agent drafts a reply from the standard text for the request type and the case data. Each value it inserts has its source noted beneath it.
entwurf_zaehlerstand_8814-2207.docx, 3 inserted values with sourcesThe draft waits in the customer advisers' inbox. The adviser handling the case approves and sends it.
If a customer asks for a reminder fee to be waived, it moves the case, with the payment history, to the receivables management queue. The team lead signs off the decision.
It puts the message in the exceptions queue and notes which details it searched for. The inbox specialist makes the assignment.
Connected systems
Operations
A pilot typically runs on your own data within 6 to 8 weeks. The agent connects to your existing systems rather than running as a separate, parallel environment.
EU cloud or private cloud. Processing is GDPR-compliant and models are never trained on your data. Details in the Trust Center.
It is based on experience from comparable projects and process benchmarks, not a commitment. We work out the realistic effect for your organisation during the assessment before the pilot.