The person responsible for managing incoming mail in a customer relations department must, every day, read, sort, and forward a wide variety of messages: complaints, requests for information, registrations, reports, administrative correspondence, etc. This reading takes time and sometimes delays routing to the right contact.
DINA supports teams by automating the reading and categorization of content:
- Automatic analysis of message content (scanned paper, emails, online forms, etc.)
- Identification of the context: complaint, registration request, information, application, report, etc.
- Extraction of useful data (name, subject, location, date, type of request, etc.)
- Automatic forwarding to the right department or triggering an appropriate response
- Addition of a clear summary to facilitate reading and handling
Benefits:
- Reduced processing time for incoming messages
- Immediate routing to the right departments, with no disruption to the workflow
- Improved responsiveness and working comfort for staff
- Teams focused on substantive responses rather than initial sorting
DINA uses multichannel NLP techniques (scanned paper, email, forms) to automatically analyze the content of incoming mail. It identifies the message context using a semantic classification engine trained on business use cases (complaint, report, registration, etc.), extracts key metadata (name, date, subject, location), and produces a concise summary. Messages are then automatically routed to the relevant departments via API or GED/CRM integration, ensuring fast, consistent routing with no disruption to the processing workflow.