Potential of an E-Mail Response Automation System

A client of the financial industry has considered implementing an e-mail response automation system. For this reason, an analysis of day-to-day work situations had to be undertaken, so that the automation potential could be evaluated and a project decision could be made.

Wullschleger, Daniel, 2021

Art der Arbeit Bachelor Thesis
Auftraggebende SIX SIS AG
Betreuende Dozierende Hanne, Thomas
Keywords E-Mail Response Automation, ERA, AI, Requirements Engineering, Analysis, Potential, Finance
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An e-mail response automation system (ERA) tries to identify specific use cases within the body of an e-mail message. This is achieved with the help of artificial intelligence. Correctly classified e-mails are then forwarded to a process automation system, which takes care of all required system queries. Finally, the ERA bot creates a response template that is presented to an employee to guarantee service quality. In the thesis, an analysis of e-mail conversations highlighted where such an ERA bot could support employees.
The author conducted a literature review of relevant topics so that the reader could get an understanding of the involved technology. As a next step, the approach and pricing models of two ERA providers were described and compared. Later, a quantitative analysis gave insight into the most frequent business cases. Four business cases were subsequently addressed in a qualitative analysis, in which the author assessed 50 e-mail conversations each to identify customer intentions and the involved information. Lastly, use case formulations and an estimation of cost savings were created.
The thesis compared two providers of ERA solutions and highlighted specific business scenarios in which customers provide sufficient information for ERA. Further, the use case formulations gave an orientation where such automation could be considered and how a bot would have to proceed. Finally, the management used the main insights and estimation of the thesis as a basis for a project decision.
Studiengang: Business Information Technology (Bachelor)
Vertraulichkeit: vertraulich
Art der Arbeit
Bachelor Thesis
Auftraggebende
SIX SIS AG, Olten
Autorinnen und Autoren
Wullschleger, Daniel
Betreuende Dozierende
Hanne, Thomas
Publikationsjahr
2021
Sprache der Arbeit
Englisch
Vertraulichkeit
vertraulich
Studiengang
Business Information Technology (Bachelor)
Standort Studiengang
Basel
Keywords
E-Mail Response Automation, ERA, AI, Requirements Engineering, Analysis, Potential, Finance