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23 December 2021
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ICL Services develops a bot for classifying emails

ICL Services has developed a bot for classifying and routing emails. It collects emails and automatically responds to them according to a preset message template.

The public relations unit of a Belgian chemical company receives a large number of non-core employment-related emails every day. Manual processing of such emails takes too much time. In addition, the company incurred reputational risks, as applicants waited too long for a response.
«We have created a bot that can recognize emails based on customer data. After indentifying the basic types of emails, we moved on to templates and routing. As a result, the bot quickly classifies and automatically responds to emails from job seekers, providing them with the contacts they need,» explains Victoria Kapmar, a flexible methodology specialist at ICL Services.

In the proposed solution, ICL Services specialists used technology to achieve a high message recognition accuracy rate of 92%. This ensures that job seekers get quick responses to their emails, employees save time, and the company maintains a positive reputation.
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