MailRelation - Management of incoming e-mails using Domino

Using artificial intelligence, MailRelation ensures fully-customizable automatic processing of incoming e-mails. It routes messages received through to the person most suitable to deal with them (the operator) and then provides the operator with a choice of replies of ever-increasing relevance. Improved levels of customer satisfaction are obtained while at the same time reducing processing time and hence the unit cost of dealing with each incoming message.

Semantics and Artificial Intelligence

MailRelation® is the complete incoming e-mail management solution. All messages sent to your company arrive in a common 'inbox'. Then each message is instantaneously entrusted to the artificial intelligence module, which analyzes the contents of the message in order to place it in the queue of the relevant department (legal, after-sales, …). Once analyzed, the message then appears in the selected operator’s incoming-message box.

This process uses Sightis technology . The artificial intelligence engine is self-learning, which implies that it increases the relevance and precision of the reply it suggests to the operator through a daily analysis of their work.

An identifying tag is allotted to each e-mail, allowing the system to monitor and record all traffic and connect them with the database of former exchanges. This tag can be a number or any other criterion of your choice.

Unlike other e-mail management systems, MailRelation provides a seamless service for the final customer by managing the absences of the operator and is hence perfectly suited to the current business world, with its more and more flexible and changing working hours. As messages appear virtually for operators as tasks to be realized, they do not have to close their mail-boxes or inform the system of their absence, because it is only when they click on the notification that the e-mail is opened and appears to other operators as actually being dealt with. Your e-mails will never be lost or forgotten again.

In order to further enhance customization of services, when a new e-mail is received from an existing customer and corresponds to the same type of request, it is automatically directed towards the operator who dealt with that customer’s preceding message.

Collective management of replies

The self-taught artificial intelligence module of MailRelation understands the contents, the type of customer and even the emotional content of messages in order to suggest several types of reply to the operator. However it is up to the operator to choose the most relevant reply or to complete the final answer which is the best adapted from the various proposals ; this choice is then recorded and proposed for all new messages of the same category. The relevance of replies improves automatically over time.

Operators have total control over the replies they give ; they can confirm decisions with hierarchy or call upon the services of an expert if necessary. MailRelation makes suggestions but it is up to the operator to validate or modify these proposals and to finalise the reply to the customer.

In order to obtain a higher degree of accuracy and avoid any risk of misinterpretation the artificial intelligence module determines the sense of a message by focusing on the root of each term. The module adapts to your company and analyzes messages according to your field of activity in the same way human being does.

Integrated into MailRelation is an e-mail database ; all messages received are recorded there and classified by customer and department. Each new message is thus accompanied by the historical record of the customer so that the operator has a complete picture of the person they are talking to and the subject in question.

The instantaneous reply-suggestion feature increases productivity by making it possible for new operators to be trained more quickly and for more experienced operators to reduce the time they need to reply.

Included in MaillRelation is an alarm feature which is triggered when the time taken processing an e-mail exceeds a predetermined threshold. The configuration of this threshold is a simple task and can be carried out by the operator.

Thanks to its innovative technology, MailRelation integrates perfectly into your company’s existing IT system. It is thus possible to complete replies by automatically integrating personal data such as an order number, an address, an identification number or an account balance.

This gap filling makes it possible to customize replies and so create a unique exchange with the customer.

Server and operator workstations

MailRelation architecture is based on an IBM-Lotus-Notes-Domino platform. The latter was selected for its very great reliability and its processing capability. It should be noted that Domino is the world leader in professional messaging servers.

Operators gain access to MailRelation through a simple Internet navigator. This facilitates deployment and implementation, internally as well as externally, in the event of subcontracting.

More specifically, regular users of Domino have access in their Notes client, to a module connected in real time to MailRelation which alerts them to all new actions to be carried out, without them having to leave their customary environment.

Control and analysis

MailRelation enables you to monitor in real time : the total number of e-mails processed, the number per operator, the number of e-mails on standby, reply deadline records as well as average reply time for all operators or for individuals, the total number of e-mails received and processed during the day, the week, and even the month with the percentages for each week or day, and finally, the various types of requests made.

MailRelation also makes it possible for you to create and configure your own types of analysis according to the needs of your organization.

The customer service supervisor has fingertip control over operations. MailRelation draws up a complete panorama of customers’ incoming e-mails and operator replies, a precious tool for the measurement and improvement of performance.

The analysis function has a clear and simple to use management interface which makes it possible to configure the system quickly and to modify its parameters.


More details on MailRelation