MailMind: AI-driven eMail Processing Qorus-Infosys Finacle Banking Innovation Awards 2024- Nominated

Submitted by

Intesa Sanpaolo

Premium

30/05/2024 Banking Innovation

We introduced a new mailbox management system, powered by cutting-edge AI solutions. It is mostly an unattended processing that understands, triages and classifies eMails and attachments, enabling their dispatching to the right bank’s departments.

Innovation details

Country
ItalyCategory
Operational ExcellenceKeyword
Operational excellence & efficiency, Customer service, AI & Generative AI, HR & New ways of working

Innovation presentation

MailMind transforms the way in which our Operations Department - on behalf of the whole Intesa Sanpaolo Group - manages incoming eMails and related attachments.

Thanks to advanced machine learning algorithms, natural language processing (NLP) techniques and iOCR tools (by Google Document AI), MailMind automatically understands eMail content and extracts key metadata to efficiently classify and route eMails to appropriate teams. Moreover, it is also smoothly integrated with our internal workflow management platform. This ensures each request is handled promptly and accurately.

Additionally, users have access to an explainability file, which details the decision-making process used by the AI model for each case.

Want to keep reading?

Become a Qorus member to get access to all our innovations

Check our offer

Interested in learning more?

Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.