Optimized E-mail routing

With the help of an NLU solution from VIER Cognesys, the e-mail processing of Deutsche Post DHL Group's dunning process has become much faster and has noticeably reduced the workload for staff.

The challenge

Efficient routing through intelligent topic recognition

Every year, Deutsche Post DHL Group's Receivables Management department receives around 600,000 email inquiries - an impressive number! Each inquiry has to be answered as competently as possible and routed to the right contact person in the best possible way. Jens Heckmann, Head of Receivables Management at Deutsche Post DHL Group, was therefore looking for a software solution to pre-sort incoming e-mails by topic, optimize routing and reduce response times. Emails from corporate customers are particularly important here. In 2018, the company opted for VIER Cognesys.

What solution does VIER offer?

Deutsche Post DHL + VIER

Linguistic subtleties are crucial

The decision in favor of the semantic NLU platform from VIER Cognesys was made primarily due to the linguistic and semantic approach of the German software provider and the possibilities that NLU (Natural Language Understanding) opens up: "With the messages that have to be pre-sorted, linguistic subtleties are sometimes very important," explains Heckmann. Tools based on machine or deep learning are less reliable here. The fact that VIER's solutions generally come from the German cloud is an additional bonus point: "American companies often have no idea about German data protection regulations," says Jens Heckmann.

Benefit

Metadata recognition saves time

The solution from VIER Cognesys provides noticeable relief, especially in the dunning process, confirms Heckmann. Of the approximately 600,000 incoming e-mails per year, around 150,000 are pre-sorted by the solution. "Once we have pre-categorized the message, it goes straight to the right specialist!" In addition, the messages are sometimes answered after just a few minutes without an employee having to look at them again. This works particularly well with requests for copies of invoices.

More about the product

VIER Semantic Intelligence

Use semantic analysis through AI to automate your customer communication. With VIER Semantic Intelligence, you can automatically understand speech and written content in detail and thus respond quickly and efficiently to customer concerns.

More about VIER Semantic Intelligence

About Deutsche Post DHL Group

Deutsche Post DHL Group is the world's leading logistics provider. The Group connects people and markets and enables global trade. Deutsche Post DHL Group focuses on growth in its profitable core logistics businesses and accelerating the digital transformation in all areas of the company. The Group unites two brands: DHL offers a comprehensive service portfolio of parcel shipping, international express shipping, freight transportation, supply chain management and e-commerce solutions; Deutsche Post is Europe's leading postal and parcel service provider. Deutsche Post DHL Group employs around 600,000 people worldwide.