Healthcare Emailbot: Automatically answer & categorize emails
1st of June 2023
Immediate response through chat or email, automatic categorization of emails, and smoothly handing inquiries over to the right employee, are just some of the benefits Danish citizens will experience with Sundhed.dk latest addition - an emailbot!
Danish citizen eHealth platform
~6 million users
70% Emailbot automation rate
Few weeks implementation
Reduction in calls
Chatbot and Emailbot easily updated
Integration into TopDesk
Although recently implemented, the Emailbot at the Danish eHealth platform, sundhed.dk, has already handled thousands of inquiries and guided a lot of users - because all end users DO expect a quick response! Even on the Email platform, where traditionally, answers are rarely provided immediately.
Automatic categorization and routing of emails
SupWiz Emailbot is integrated into sundhed.dk’s ITSM system in TOPdesk. Other than answering thousands of questions, the Emailbot also automatically categorizes and labels emails, while simultaneously sending them to the right employee.
Even in cases where the bot has not yet been trained to provide an answer, the emailbot will hand over to an agent with suggestions in, for example, the category or answer to the question. Automation from the emailbot reduces the time spent by agents on repetitive tasks, freeing more time for complex tasks!
Consistent Statistics across Channels
Sundhed.dk has previously implemented a Chatbot for their support, and with an AI helper on chat and email, sundhed.dk can meet citizens on their preferred channel.
For both Chatbot and Emailbot, Sundhed.dk gets insights into the citizen’s inquiries: What are they asking? What challenges do they experience? Etc. - getting a complete understanding of their users and the bots’ performances.
With SupWiz AI, sundhed.dk gets consistent statistics for both bots and can analyze the email and chat dialogues to get a better understanding of the similarities and differences on the individual platform, so sundhed.dk easily can improve the bots where it is needed! Always focusing on improving the user experience for all citizens and making each channel better!
Outstanding example of fast implementation
sundhed.dk's use case was selected as a one-of-a-kind use case for achieving quality and agility in support within a really short time - in Denmark as well as in France, Chicago, and Norway!
Do you also want to improve the service and support in your company? Contact us today.
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