Routing email to queues

U+ Bank recently introduced an email channel for customer interactions. Currently, when customers email the contact center, the emails are routed to a common Work Queue and are not categorized. A Work Queue is a container that holds work that is waiting to be assigned to customer service representatives (CSRs).

As a system architect, you have been tasked with building intelligent email routing into the system.

Use the Web Mail client to send two emails to the support center.

The first email requests a change of address.

The second email makes a complaint about how a recent payment by the customer was handled.

Each customer email generates a case in the Interaction Portal, the support center application. A Case is a work request that is created in the application.

As a CSR, log in to the Interaction Portal to view the emails.

In the left pane, click My open emails, and then click Get next email to view the Case that was created for the address change email.

Notice that the Case Type is identified, but the mail is not routed to the right Work Queue.

View the complaint email. Notice that a Case Type or Work Queue is not identified.

To route emails to Work Queues, configure the email channel interface with Case Types and configure routing of emails based on associated topics.

Log in to Infinity Studio as an administrator. In the navigation pane of Infinity Studio, click Channels , and then click the Channels Landing Page icon.

On the Channels landing page, click the MySupport, the email channel used by U+.

To configure a new Case Type, click the Behavior tab.

The existing Case Types are listed under the Suggested Cases section. You can add as many Case Types as you need. Notice that the Address change Case is already configured.

You can view the keywords that, when found in an email, trigger the Address change Case.

In addition to the keywords, each Case has an associated NLP model that learns to identify the email topic from its content.

Add the File a complaint Case to identify customer complaints that are sent via email.

Click Add suggested case, and then in the Case type list, select File a complaint.

On the Text analysis tab, in the Approximate match field, add the words that are likely to trigger this case type. For example, enter complaint, wrong, angry, upset, urgent, urgently. These definitions represent the rules that will be used for topic detection.

You have now configured the new Case Type, which associates a complaint email with the File a complaint Case.

Next, configure the routing to ensure the emails are sent to the right Work Queues.

Address change emails need to be routed to the Account Maintenance Work Queue. Complaint emails should route to the Complaints Work Queue.

To route an email to a Work Queue, in the Intelligent routing section, click Add condition.

In the Action list, select Route to work queue. In the Value list, select AccountMaintenance.

Add a When condition with the NLP->Topic as Address Change. The Topic is the result of the NLP text processing that is executed on the email.

Add a condition to route to Work Queue Complaints, when topic equals File a complaint.

You have completed all the configuration steps. Save your configuration and start the test execution. Use the Test window to check your work.

Notice that the complaint email is now associated with the File a complaint topic and the outcome (the Work Queue) is Complaints.

Notice that the email is now associated with the Address Change topic, and the outcome (the Work Queue) is AccountMaintenance. You can also see how NLP has identified different entities in the text.

You have reached the end of this demonstration.