ITVT Use Case
ITVT E-Mail-Copilot in Stadtwerk365
Automate email processing with Azure OpenAI
for efficient customer service
Efficient customer communication is crucial in every industry, including energy suppliers. It can be all the more challenging when this communication comes to a standstill due to staff shortages or high volumes of enquiries. A regional energy supplier from Germany was faced with such a situation and needed support in handling emails from its customer service team.
With the help of automation and artificial intelligence from the Microsoft Azure Cloud, an ideal solution was found together with the experts from ITVT that sustainably improved process flows in the company
AI support through e-mail copilot
The regional energy supplier is a long-standing energy supplier in its supply area. The range of services includes the areas of water supply, electromobility, natural gas mobility, photovoltaics and tailor-made heating solutions.
As an existing customer of ITVT’s CRM solution Stadtwerk365, the company needed an efficient solution to efficiently process hundreds of emails per day in customer service. The previously purely manual processing was time-consuming and often led to longer processing times, as well as forwarding between different departments and contact persons, which severely impaired the efficiency of day-to-day business.
As a solution, ITVT E-Mail Copilot was provided for the energy supplier, which automates email processing and integrates seamlessly into the existing Stadtwerk365 customer service app.
Features of ITVT E-Mail Copilot
The ITVT E-Mail Copilot is a product developed and provided by ITVT. This copilot consists of a fully functional AI solution, based on Microsoft Azure OpenAI. The Copilot regulates the email workflow in customer service. Emails are automatically analyzed and customer concerns and content are recognized. This means that emails are automatically forwarded to the right places in the company. Due to its ability to precisely recognize content, the Copilot also enables complete automation of
complete processes such as meter reading, billing or master data changes. The entire process flow is automatically recorded in Dynamics 365
Other energy suppliers will also benefit from this in the future
- Intelligent routing – the system automatically and correctly forwards all emails in the Stadtwerk365 customer service module to the responsible clerks.
- Process automation – Content such as customer numbers, meter readings, and termination dates are automatically extracted, automating key processes such as billing changes, master data adjustments, and meter reading messages.
- Multi-intent capability – ITVT Email Copilot can reliably detect multiple customer issues within the same email and classify them separately.
- Insights into customer interactions – Copilot identifies additional aspects of communication, such as customer sentiment and language.
- Precise detection – the system detects and categorizes customer concerns and content with unprecedented accuracy
- Rapid deployment – the Copilot can be put into operation immediately. Long and time-consuming training phases for AI are a thing of the past
- Document recognition – thanks to the integrated Azure OCR, not only emails but also scanned letters can be easily processed.
Thanks to digital expertise, significantadded value was achieved both in the area of data quality and in a successfulemail campaign for price adjustments. When will you take thestep into digitalization? We are happy to support you.
