Management of Customer Inquiries

Process Goal

The management of customer inquiries is essential for efficient customer service in any organisation. By automating this process with modern AI technology and FireStart, inquiries can be processed faster, more cost-effectively and with fewer errors. This not only improves customer satisfaction but also significantly reduces manual effort.

KPIs:

Response times reduced by a factor of 4
Reduction of manual effort by up to 80%
Error rate <2%
Implementation more cost-effective (factor of 10) than traditional OCR solutions
Return on investment: 5-7x

Response times reduced by a factor of 4
Reduction of manual effort by up to 80%
Error rate <2%
Implementation more cost-effective (factor of 10) than traditional OCR solutions
Return on investment: 5-7x

Response times reduced by a factor of 4
Reduction of manual effort by up to 80%
Error rate <2%
Implementation more cost-effective (factor of 10) than traditional OCR solutions
Return on investment: 5-7x

Improvement with FireStart

Automated classification & data extraction: AI recognises the type of inquiry and extracts relevant data and documents, e.g. from emails or PDFs.
Flexible and transparent processes: Workflow adaptation via low-code, model independence for AI technology (interchangeable LLM).
Human-in-the-loop: Staff can be involved when data is missing or required for verification.
Seamless customer integration: Customers submit missing information via personalised web forms.
Auditability: Full control and traceability of all decisions in the process.
Technological future-proofing: Integrable with common AI tools such as Google Gemini, Mistral, OpenAI, and many more.

Automated classification & data extraction: AI recognises the type of inquiry and extracts relevant data and documents, e.g. from emails or PDFs.
Flexible and transparent processes: Workflow adaptation via low-code, model independence for AI technology (interchangeable LLM).
Human-in-the-loop: Staff can be involved when data is missing or required for verification.
Seamless customer integration: Customers submit missing information via personalised web forms.
Auditability: Full control and traceability of all decisions in the process.
Technological future-proofing: Integrable with common AI tools such as Google Gemini, Mistral, OpenAI, and many more.

Automated classification & data extraction: AI recognises the type of inquiry and extracts relevant data and documents, e.g. from emails or PDFs.
Flexible and transparent processes: Workflow adaptation via low-code, model independence for AI technology (interchangeable LLM).
Human-in-the-loop: Staff can be involved when data is missing or required for verification.
Seamless customer integration: Customers submit missing information via personalised web forms.
Auditability: Full control and traceability of all decisions in the process.
Technological future-proofing: Integrable with common AI tools such as Google Gemini, Mistral, OpenAI, and many more.

Management of Customer Inquiries Process

Process start: Receipt of customer inquiry
- Channels: Email, scanned PDF/image, web form
- AI recognises the receipt of a customer inquiry (e.g. termination of a contract due to death)
Classification & data extraction
- Automatic analysis of the inquiry through AI
- Extraction of all defined data points and documents depending on the inquiry type
- Example: Termination of a building society savings contract – extraction of the death certificate
Verification & staff involvement
- If data is missing:
  a) Manual completion by staff
  b) Automated request to the customer
- Human-in-the-loop: Task distribution to roles/teams via FireStart
Automatic collection of missing data through customer integration
- Dispatch of an individually generated web form via email
- Alternative: Communication via the customer's preferred channels
- Form does not require manual creation for each individual case – automatic adaptation through workflow
Processing in the backend system
- Transfer of complete data to IT systems such as ERP, insurance software, etc.
- Completion of the process including documentation and reporting

Process start: Receipt of customer inquiry
- Channels: Email, scanned PDF/image, web form
- AI recognises the receipt of a customer inquiry (e.g. termination of a contract due to death)
Classification & data extraction
- Automatic analysis of the inquiry through AI
- Extraction of all defined data points and documents depending on the inquiry type
- Example: Termination of a building society savings contract – extraction of the death certificate
Verification & staff involvement
- If data is missing:
  a) Manual completion by staff
  b) Automated request to the customer
- Human-in-the-loop: Task distribution to roles/teams via FireStart
Automatic collection of missing data through customer integration
- Dispatch of an individually generated web form via email
- Alternative: Communication via the customer's preferred channels
- Form does not require manual creation for each individual case – automatic adaptation through workflow
Processing in the backend system
- Transfer of complete data to IT systems such as ERP, insurance software, etc.
- Completion of the process including documentation and reporting

Process start: Receipt of customer inquiry
- Channels: Email, scanned PDF/image, web form
- AI recognises the receipt of a customer inquiry (e.g. termination of a contract due to death)
Classification & data extraction
- Automatic analysis of the inquiry through AI
- Extraction of all defined data points and documents depending on the inquiry type
- Example: Termination of a building society savings contract – extraction of the death certificate
Verification & staff involvement
- If data is missing:
  a) Manual completion by staff
  b) Automated request to the customer
- Human-in-the-loop: Task distribution to roles/teams via FireStart
Automatic collection of missing data through customer integration
- Dispatch of an individually generated web form via email
- Alternative: Communication via the customer's preferred channels
- Form does not require manual creation for each individual case – automatic adaptation through workflow
Processing in the backend system
- Transfer of complete data to IT systems such as ERP, insurance software, etc.
- Completion of the process including documentation and reporting