ItalyPublic sector2021 – ongoingNational Social Security Institute
Automatic classification and routing of certified email
INPS estimated that AI email routing would save 10,000 person-days annually
Problem
INPS received millions of certified emails from users. Classifying messages and directing them to the responsible teams consumed staff time.
Approach
INPS implemented automatic classification and routing as part of its AI work. The system directed incoming certified messages within the institute. INPS estimated initial annual labor savings of 10,000 person-days.
Results
Takeaway
The project addressed message routing before staff handled the underlying requests. The labor saving was an estimate.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
INPS described automatic routing for more than 4 million incoming certified emails. It estimated initial annual savings of 10,000 person-days without disclosing a processed-message total.
Full details are in the original sources.
