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Writer's pictureLuke Simpson
Jun 26

Transform your Inbound Communications with Communications Mining

According to McKinsey and Company, the average employee spends about 28% of their workweek on email-related tasks*. Communication is the core of many organisations, and communications mining can help you uncover valuable insights to drive improved outcomes, faster time-to-value and improve employee/customer experience.

Many enterprises are built on communication and facilitate work from central mailboxes, this can bring a plethora of challenges, including but not limited to:

 

  • Broken Customer Promises: A customer promise means an obligation to respond and follow up to completion on an inbound customer demand.

  • Auditing: Tracking who accesses the mailbox and what actions were taken.

  • Accountability: It can be difficult to hold individuals accountable for actions taken or emails sent.

  • Ownership: Multiple users accessing the same mailbox can lead to confusion over who is responsible for responding to specific emails or tasks.

  • Communication Breakdown:  Team members sending the same email, leading to confusion and potentially conflicting information.

  • Missed Messages: Important emails might be overlooked if team members assume that someone else has already addressed them.

 

What is Communications Mining?


UiPath Communications Mining allows businesses to turn conversations into actionable insights. It extracts the most important information from inbound messages: intents, reasons for contact, sentiment, and emotion. Communications Mining gives businesses insight into previously hidden processes and channels.


A high-level view of communications mining classifications, and how inbound communications can be automatically classified into themes of semantics and intents.

Communications Mining allows you to bring data that was previously hidden within mailboxes to the forefront of your business operations, allowing you to see at a glance:

  • What type of requests you’re receiving?

  • Are your customers happy with the service you are providing?

  • What days and times are you receiving the most inbound demand?

  • Are your emails being routed to the correct individuals or departments?

  • Are your emails being correctly prioritised?


How does Communications Mining work?


Labelling activity within Communications Mining, and how key data points are captured and labelled.

UiPath Communications Mining allows you to ingest data from your communication channels, such as Emails, Chat Transcript & various channels. Once the data is collected and ingested into the platform, Communications Mining allows you to train a Model on your business context, whether that’s Insurance, Healthcare, Finance, or Technology – it can be trained across all industries and business units, it can be tailored based to your businesses context.


It allows you to create structure around your unstructured communication channels, allowing you to extract key data points that are embedded in conversation threads, audit what actions have or need to be taken and ensure that requests are correctly prioritised and actioned across the business.


The platform allows you to train the model by:

  1. Specifying what data from the communication should be extracted.

  2. Providing a label that clearly articulates the type of request.

 

Communications Mining will automatically train a model based on the dataset you provide it, once it has been trained on enough data from your communications, it will automatically recognise the type of request, intent, and sentiment for the next time a similar request comes back through.

 

Allowing you to extract valuable data, and insights from your inbound communications.


Monitor your Communications

UiPath Communications Mining gives a custom-filtered, real-time view of all the service channels extracting the information that you care about most. Built-in analytics allows process owners to track trends and measure service quality and performance at all levels. Custom real-time alerts enable teams to respond to breaking issues in an agile way, driving continuous improvement.


The dashboards and visualisations are available within UiPath Communications Mining. They are allowing business stakeholders to see at a glance what’s happening across the organisation.
The dashboards and visualisations are available within UiPath Communications Mining. They are allowing business stakeholders to see at a glance what’s happening across the organisation.

The analytics and dashboarding allow you to identify key trends across the communications channels across your organisation, an insight that was previously hidden for many. This allows you to drive decisions based on actionable insights from the platform and identify any potential issues before they impact your customers.


Of course, as an Automation and AI advisory specialist focus on value engineering (what is the value) and benefits realisation (did we get the expected value). The real value lies in orchestrating the customer promise to a successful outcome and understanding why promises are broken to systematically address broken promises and improve customer satisfaction.


Get in touch with us today to start your automation journey.




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