The customer service manager supervised the daily processing of numerous requests from various channels: customer portal, emails, calls, or internal messages.
Identifying topics, directing tickets to the appropriate contacts, and ensuring rigorous follow-up represented a significant investment in time and resources for her teams.
DINA supports customer service at every stage of the process:
Automatic analysis of inquiries, regardless of their format (text, emails, messages from the customer portal)
- Extraction of essential information: contact details, subject, customer history…
- Cross-referencing with product knowledge base, updated in real time
- Classification and prioritization of tickets according to their nature and level of urgency
- Intelligent dispatch to the relevant expert
- Suggestion of tailored responses for the most frequent cases, with the option for automated replies
- Alerts for sensitive cases requiring human intervention
- Automated follow-up with notifications, reminders, and prompts
- Seamless integration with existing tools (CRM, ticketing, reporting)
Observed benefits:
- Reduction in processing time for common inquiries
- Reduction in sorting errors and overlooked responses
- Improved workload distribution among teams based on expertise
- Increased availability for complex or sensitive cases
- Improvement in customer service quality and satisfaction
- Complete traceability and visibility across all interactions
DINA combines multi-channel NLP, entity extraction, and a business rules engine to automate customer inquiry processing, regardless of format or channel (email, portal, telephone, messaging). It identifies key data (identity, subject, history), classifies and prioritizes tickets, and suggests responses based on a knowledge base updated in real time. Routing to the appropriate contacts is handled via intelligent dispatch, including alert management for sensitive cases. DINA integrates natively with CRM, ticketing, and reporting tools via API, ensuring fast, traceable, and quality-oriented processing.