Case Study: Unum achieves 50% faster email response times with Pegasystems Pega Natural Language Processing (NLP)

Unum leverages natural language processing (NLP) to cut email response time by 50%

Unum, a leading provider of financial protection benefits, was facing high email volumes in its Ask Unum contact center and struggling to manually triage complex customer messages. To solve this challenge, Unum turned to Pegasystems and its Pega Natural Language Processing (NLP) capabilities to better interpret incoming emails and classify topics across its CRM and email intake channels.

Pegasystems implemented the NLP service and integrated it with Unum’s existing CRM applications in less than six weeks. The solution automatically triaged emails, improved case and routing accuracy, and cut email channel turnaround time by 50%, delivering a significant operational improvement for Unum’s internal team and BPO provider.

Unum

Melissa Harris

IT Delivery Director