Case Study: Irish Life streamlines email triage and boosts customer response times with Ushur

Irish Life auto-triages 70% of emails with Ushur

Irish Life, Ireland's largest life insurance and pensions provider, faced a challenge in efficiently processing the hundreds of thousands of complex emails its corporate division received annually. The manual triage process was slow, taking an average of 2.5 days to resolve each query. They sought a solution from Ushur that could automatically understand and classify these emails without requiring a massive investment in IT and custom code.

Ushur implemented its SmartMail data extraction tool, which used conversational AI to automatically index and route emails. The solution achieved an 80% accuracy rate immediately, which improved to 95%, allowing Irish Life to auto-triage 70% of incoming emails. This resulted in indexing taking less than a second and requiring 40% fewer resources, dramatically improving response times and eliminating backlogs. Ushur's technology also inspired Irish Life to rethink its customer communication strategy for greater ease.

Irish Life