inSTREAM reads the correspondence in order to understand the meaning and intent, i.e the customer’s query or complaint and the outcome they are looking to achieve. Based on this information, inSTREAM routes it to the relevant and respective queue for processing.
inSTREAM extracts key data from the document based on the business requirements and rules and then carries out further tasks including:
Once inSTREAM has collated all the information, it applies the company’s business rules to determine the personalised response to be sent back to the customer.