Natural Language Processing for Email Handling & Classification Qorus Innovation in Insurance Awards 2018

AXA decided to launch an email handling system (Malta) to sort emails automatically thanks to AI. The NLP project within AXA has already generated a successful POC. Since the results were very positive, AXA decided to extend it to ALL inbound emails. The system is simple, you train the MALTA Tool with all emails from previous years (at AXA 6 million emails for year 2017) and then you analyse if it works properly or not. Then you retrain again. And so on. Until the model reach the desired outcome. The tool will allows approximatively 30% of automatic email classification with a precision level of 98% (percentage of correctly classified emails). An experienced human being can only achieve 95%. So it allows people from that department to spend more time on value added tasks such as answering to clients but also it ensures continuity in the handling of this task with better results and less rework. Moreover, to train the solution, data has been stored on the data lake in order to have distributed work. This is also a totally new approach since the data lake is a very upcoming technology too. On top of that, an automatic OCR is performed to read all the text on the attachments and perform better classifications.