Academic journal article ABA Banking Journal

Smart, Automated E-Mail for Customer Care

Academic journal article ABA Banking Journal

Smart, Automated E-Mail for Customer Care

Article excerpt

E-commerce is expected to soar to $1.3 trillion by 2003, and yet all of the kinks in the process are far from being sorted out. One of the latest is the problem of rapidly expanding volume of e-mail--and it may ultimately prove tougher to solve than either managing bandwidth or improving site content has been.

One possible solution comes from Banter Technology, San Francisco. Called Rapport, the system can compose and send pre-approved responses to routine inquiries. It can also forward, to an agent or queue, a given message with a short list of relevant responses. The solution has already been tested in the banking environment with version 3.0 in use at Wells Fargo. The bank has a 500-seat call center and with Rapport addresses more than 10,000 customer requests daily, says Banter.

The system is designed to simplify the agent's work in the "online chat realm," by sending a complete customer history to the agent's desktop. Once an in-bound message is opened, Rapport's screen offers scroll-down views of all previously written e-mails pertaining to the customer service issue.

Depending on how Rapport is set up and the level of customer service required, it will also automatically alert a supervisor to potentially overdue messages. …

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