You're staring at your customer service inbox, overflowing with emails that must be sorted and forwarded to the proper departments. Each minute spent on this manual process is a minute not spent on resolving customer issues. Frustrating, right? But what if there was finally a way to automate this entire workflow, freeing you to focus on what truly matters — customer satisfaction?
We're presenting another in the line of our innovative solutions using AI — a system for automatic email categorization using multilingual text classification. But what does this mean, and why should you care?
Behind the Solution
The paper that will be presented at ERK 2023 conference is showcasing a uniformed system capable of identifying the intent behind customer emails in multiple languages thanks to something called "cross-lingual embeddings." In simpler terms, the system knows whether an email is a complaint, a query, or feedback, regardless of whether it's written in Slovenian or English. It's like having a very efficient multilingual customer support agent who never sleeps.
Why Businesses Should Listen
If you're in charge of customer service, here are three reasons you can't afford to ignore this innovation:
- Efficiency: Automatic sorting saves hours of manual work. Emails get forwarded to the proper departments or email addresses without human intervention.
- Quick Turnaround: By employing Large Language Models (LLMs) to generate automated yet personalized responses we can drastically reduce the response time, increasing overall customer satisfaction.
- Personalization: The system uses LLM to generate customized responses each time. Unlike pre-written templates, each reply is crafted to suit the specific situation and customer, making the interaction more personalized and engaging (the LLM uses learned knowledge to generate text that it believes is contextually relevant and coherent based on the input it receives).
A Developer's Perspective
For the technically inclined, this is not just a plug-and-play solution. The system's use of LLMs and cross-lingual embeddings provides a peek into the broad uses of NLP in the future. Like most of our projects, it's a customizable tool you can integrate into your existing Customer Relationship Management (CRM) systems, opening the doors to further improvements.
Sorting emails by hand is now finally becoming a thing of the past, thanks to smart solutions like this one. In customer service, it's not enough just to reply to emails; you've got to really get what people are saying, no matter what language they're using. Switching to this tech isn't just a small step forward; it could be a game-changer.
Interested in taking your customer support to the next level? Dive deeper into this research paper to better understand how you can implement this transformative technology. In the meantime, we also invite you to the ERK 2023 conference taking place in Portorož, Slovenia, 28-29 September 2023, where this paper will be showcased.