GermanyManufacturing2023 – ongoingGeberit
AI routing and reply drafting for customer-service emails
Geberit's email classifier reduced incorrect routing by more than 70%, according to statworx
Problem
Customer emails reached the wrong service departments and required staff to redirect them.
Approach
Geberit and statworx implemented an email classifier using BERT to route incoming requests. They added ChatGPT reply suggestions, which advisers checked before sending.
Results
Takeaway
The measured improvement concerned routing errors; reply drafting retained adviser review.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and MLGenerative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Statworx described the deployed classifier and adviser-reviewed reply suggestions. It reported more than 70% fewer misrouted emails.
Geberit's marketing chief described email routing already in operation. Automated reply support was still planned at the time of the interview.
Full details are in the original sources.
