A Belgian mobility services provider needed to streamline its email-based complaint handling process.

Client Profile

The client is a Belgian organisation providing a range of mobility services, including breakdown assistance, travel insurance, and driving school courses.

Initial Client Request

The client approached us to help them optimise and automate the handling of complaints they receive by email. They were looking for a solution that would engage more with the client while reducing the response and handling time of a complaint.

Challenges Faced by the client

• Delays in response due to manual email handling & data injection.
• Lack of real-time communication
• Insufficient customer engagement

Solution Provided

We implemented an AI-powered & Chatbot-enabled RPA Solution that:

• Extract, read and classify email (via AI Builder/Power Automate Cloud Flow)
• Discuss in real-time with the client to log and provide feedback on a complaint (via Copilot Chatbot)
• Extract information from the complaints (via AI Builder/Power Automate)
• Create and inject the request in a legacy system based on an RPA workflow (via Power Automate)
• Send email to the client with complaint resume and ID. (via AI Builder/Power Automate)

This solution resulted in faster complaints processing, enhanced customer experience, and reduced manual tasks.