Case Study · AI-Driven Email Triage

AI-Driven Email Triage and Case Management for a Leading Global Insurer

      Automated email triage
      Real-time Salesforce integration
      Instant customer acknowledgment
    

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About the company

A global insurance provider faced a critical challenge: managing a massive volume of customer service emails while ensuring timely acknowledgment, accurate case tracking, and secure handling of sensitive information. Manual processes slowed responses, increased agent workloads, and risked inconsistent service quality.

The challenge

The problem statement

Manual Email Triage

Service agents had to read, classify, and route each email manually, delaying workflows and creating long wait times for customers.

Delayed Customer Responses

Customers did not receive instant acknowledgment or updates, reducing trust and satisfaction.

Inconsistent Case Tracking

Cases in Salesforce were not always created or updated accurately, leading to gaps in tracking and delays in routing issues to the correct teams.

The approach

How Lyzr solved it

Manager Agent: Instant Acknowledgment

Incoming emails trigger a webhook that extracts content and metadata. The Manager Agent sends immediate acknowledgment to the customer and passes the email to specialized agents for further processing.

Email Classification Agent: Smart Categorization

AI categorizes emails (billing, claims, general queries), assigns urgency and confidence scores, and extracts identifiers like policy numbers or invoice references.

Salesforce Agent: Seamless Case Management

The Salesforce Agent updates existing cases or creates new ones in real time. Token-based authentication ensures sensitive data is protected, and case tracking is always accurate.

Customer Communication & Internal Routing

The system automatically sends customers confirmations, estimated timelines, and next steps. Internally, cases are routed to the correct specialist teams, with follow-ups scheduled for timely resolution.

Results

The outcome

Instant Response Times

Emails are acknowledged automatically upon arrival, removing delays caused by manual triage.

Accurate Case Tracking

Cases in Salesforce are updated or created in real time, eliminating gaps and ensuring reliable workflows.

Enhanced Customer Experience

Customers receive timely confirmations and clear next steps, improving trust and satisfaction.

Security

How Lyzr handled security

Compliance

Lyzr Agent Platform is SOC2, GDPR, and ISO 27001 compliant, ensuring enterprises can run their critical workloads safely.

Data Residency

The data resides within the customer's own cloud, ensuring 100% ownership and adherence to data residency requirements.

Reflection

Lyzr's reflection module reduces the chances of hallucination. This feature is enabled in most critical applications for higher accuracy.

AI-Driven Email Triage and Case Management for a Leading Global Insurer