Celaton deployed its Intelligent Process Automation Platform, inSTREAM, to help Virgin Trains streamline the labour intensive administrative tasks and decision making in handling their customer correspondence.

All customer correspondence (emails, post and web forms) are received by inSTREAM which learns the pattern of unstructured content through the natural consequence of processing the document. As a result, inSTREAM is able to read and categorise the correspondence whilst recognising and extracting key information required to process the document and respond to the customer.

inSTREAM has acheived a multitude of benefits for Virgin Trains, including a reduction in processing time leading to improved case resolution, however, crucially it has enabled Virgin Trains to utilise the skills and passion of staff which has freed up time for them to create, implement and drive a sustainable long term strategy for customer relations.