Exavalu

Success StorySalesforce Email-to-Case and Einstein Copilot: Innovating Customer Interaction With Sentiment Analysis

A leading Insurer’s customer support team faced challenges in managing and responding to a high volume of emails. They required expert consultation and implementation services for an integrated platform, so they reached out to Exavalu.

Challenge

1

Delayed Response Times: Manual processing of emails led to higher response times due to consolidation and summarization of information.

2

Inconsistent Quality: Responses varied in verbiage and tone, affecting customer satisfaction.

3

Sentiment Analysis: Difficulty in accurately gauging customer sentiment from emails due to manual interpretation.

The Difference Exavalu Delivered

  • Email-to-Case Service: Automatically logs incoming customer emails as cases in Salesforce.
  • Sentiment Analysis: Einstein Copilot analyzes the sentiment of each email and categorizes it as “satisfied”, “dissatisfied” or “neutral”.
  • Automated Responses: Based on the sentiment analysis, Einstein Copilot generates a customized response, which focuses on converting the sentiment quotient to “satisfied”, and sends the email as per preferences set for the customer.
  • Agent Involvement: Customer Service Agents can review and modify the responses generated, adding their expertise before sending the final reply.

Tech Stack

  • Salesforce Sales Cloud
  • ChatGPT/Einstein GPT

Benefits

1

Improved Response Times: Automated logging and initial responses reduced average response time with higher FCR.

2

Consistent Responses: Sentiment-based responses ensured a more consistent and appropriate tone in agent responses.

3

Enhanced Customer Satisfaction: Faster and more accurate responses led to higher CSAT and stronger customer retention.

4

Efficient Case Management: Customer Service Agents could focus on more complex issues, improving overall efficiency.

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