Rapid-I optimizes the constomer support for mobilkom austria: incoming mails are automatically categorized and forwarded.
Austria's leading mobile phone service provider mobilkom austria now reacts even faster to customer requests thanks to the intelligent text analysis capabilities of the data mining software RapidMiner of Rapid-I and thereby offers its customers a better service.
Mobilkom austria received more than 800000 e-mails every month, even after spam filtering more than 80000 customer requests remains. Of course, customers expect a timely reply especially when communicating through this medium. The challenge is enormous: A huge number of customer requests concerning diverse topics such as current offers and campaigns, technical issues, SIM card blocking, contract renewals, and other service related issues arrives every day at mobilkom austria's central customer support e-mail address and has to be forwarded to the customer support person in charge of this type of request as quickly as possible. The data mining software RapidMiner therefore analyses the textual content of the incoming customer requests and automatically determines the topic of each request. This way, the e-mail requests are automatically and quickly forwarded to the support person in charge for this topic and a competent answer is guaranteed within the shortest time possible.
Thanks to its state-of-the-art text mining technology and its precise statistical data analysis, RapidMiner learns automatically from example texts, which kind of request should be forwarded to which support person. Rapid-I was able to reduce the necessary categorization work by 70%, the error rate for more than 50 different categories is less than 5%. Besides of shorter response times to support requests of its customers and a corresponding increased customer satisfaction, loyalty, and retention, this also means significant efficiency improvements and cost reductions for mobilkom austria. The return-on-invest (ROI) is significantly lower than one year.
"Rapid-I enables us, to react more quickly to the request of our customers. In an in-house comparison of eight different software products for automated text classification performed prior to the project, RapidMiner won thanks to its high prediction accuracy.", explains Thomas Walzer, IT Project Leader for Customer Correspondence Inbound at mobilkom austria, and adds: "Rapid-I supported us in successfully delivering this automated e-mail forwarding system within a short amount of time."
"We are happy to support our project partner mobilkom austria with our innovative data mining and text mining solutions", says Ralf Klinkenberg, general manager of Rapid-I. "This system demonstrates how important the best customer support possible is for mobilkom austria and that mobilkom austria does not only lead the market by its share but also by the technology of its customer support."
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