AustraliaFinance and insurance2024 – ongoingNetwealth
AI classification of case-creation failure emails in the Netflow system
Netwealth trained an Appian AI Skill to sort case-failure emails with 98% accuracy
Problem
When a case failed to be created in Netflow, staff opened each email, worked out the reason and forwarded it to the right team. Customer issues waited on that manual step.
Approach
Netwealth used Appian's email classification AI Skill inside Netflow, its case management system. The skill identifies the best-suited team for each failure email, so the manual review is skipped.
Results
Takeaway
A narrow routing task was a practical first use of AI inside an existing workflow system. The accuracy figure comes from the vendor's release.
Categories
- Industry
- Finance and insurance
- Business function
- Production and quality
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
A vendor press release carried by iTWire. It says Netwealth's Netflow system uses Appian's email classification AI Skill to route case-creation failure emails, trained in a few minutes to a 98% accuracy rate.
Full details are in the original sources.