AI for smart e-mail management
Use case
Automated interpretation of incoming email content and creation of draft responses
Opportunity
Accelerating innovation in Public Administration and improving user experience through the use of AI-based solutions.
Challenge
Use language, semantic, and text analysis models to interpret emails and certified emails (PEC) from external clients and internal staff, and generate automatic responses, leveraging features like:
- content understanding and assignment to specific categories
- analytics on the main contact reasons
- setting alerts and generating exportable reports.
Solution
Smart e-mail management solutions based on AI-driven technology that, thanks to language, semantic, and text analysis models, are able to interpret emails and certified emails (PEC), extract information to handle messages according to the relevant topic and priority using AI algorithms, and —leveraging Generative AI —generate automatic replies that can be reviewed by the operator or sent directly.
Identification
of priority e-mails (e.g.: competition communications via certified email or urgent reports to the Public Relations Office)
Automatic
ticket creation, integrating information from databases (personal data, protocol numbers, etc.)
Generating
responses for frequent requests (e.g.: checking documents for changing your primary care doctor, etc.)
