United KingdomFinance and insurance2023 – ongoingSimplyhealth
Salesforce Einstein drafts for customer email responses
Simplyhealth cut customer email reply time from 12 minutes to 1 minute, Salesforce reported
Problem
Simplyhealth's service agents spent time preparing routine email replies. The company wanted to give agents more time for customers needing additional support.
Approach
Simplyhealth used Salesforce Einstein for Service to generate knowledge-based email responses. Human checks remained part of the reply process. Salesforce credited its AI with helping resolve around 10% of emails received during November and December 2023.
Results
Takeaway
The reported time saving applied to AI-supported replies with human checks. The disclosed email share covered a limited period.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce reported that Simplyhealth reduced email reply time from 12 minutes to 1 minute with AI-generated responses and human checks. It credited AI with resolving around 10% of emails during November and December 2023.
Full details are in the original sources.