South AfricaFinance and insurance2021 – ongoingOld Mutual
Automated tax certificate requests from customer emails
Old Mutual automated 47% of emailed tax certificate requests from Personal Finance customers
Problem
Email administrators manually sorted customer requests in busy mailboxes. Tax certificate requests also needed customer authentication and a response.
Approach
Old Mutual's Applied Intelligence team worked with Microsoft Customer Services to classify and route emails using natural language processing. The team added authentication against internal records and automatic replies containing encrypted tax certificates.
Results
Takeaway
Automation covered identification, authentication and delivery of the certificate. The reported completion rate applied to Personal Finance tax certificate requests.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described deployed email classification and transaction automation at Old Mutual. It reported a 47% straight-through processing rate for Personal Finance tax certificate requests in 2021.
Full details are in the original sources.