It sorts each incoming email, reads its details and attachments, and answers the routine ones itself. Anything sensitive, or anything it isn't sure of, is drafted in SwiftCase for a person to approve.
Email Intelligence
It reads the email the way a person would, attachments included, then does something useful with it.
It works out what the email is: a status question, a document, a complaint, a payment, a new request and so on, twelve kinds in all. It also matches it against your SwiftCase workflows and any categories you add.
Names, dates, references and amounts, from the email and its attachments: PDFs, Word documents and text, with pictures read by a vision model.
Each one gets a score. Very sure, and the reply goes out on its own. In between, a person checks the draft with the risks listed. Unsure, and it becomes a review.
It writes the reply the email needs from what's on the case, and keeps it on the case in SwiftCase.
Complaints, escalations and negative or critically urgent emails always wait for a person, whatever the score. Only someone allowed to approve drafts can send one, and the click is logged on the case.
It can update the case the email is about, open a new one, or raise a high-priority task for a person when the email needs one.
Classification
It goes by what the email is asking, so the same kind of email is handled the same way however it's worded. A few of the twelve kinds:
Asking where things are up to
Sending something in
Unhappy with something
Asking for something new
About money owed or paid
Wants to stop or cancel
Screenshots
Instructions and complaints come in by email and turn into cases with the details filled in. Routine replies can go out on their own, and anything sensitive is drafted for a person to check first.
The sun and moon switch a screen between light and dark, and a click opens it full size.
See all 77 screens in the product tourHow It Works
Each email goes the same way: read, sorted, matched to its case and answered, on its own or once a person approves the draft in SwiftCase.
Automation
The instruction letter, the estimate, the form: it reads what's attached, not just the email around it.
Details it finds go onto the case the email belongs to, or into a new case if it's a new piece of work.
When an email needs a person, it raises a high-priority task with the reason and the start of the email.
Drafts that need a person queue for approval. Approve or reject each one, and approval sends it from your firm's email account.
Approval Queue
Complaints, escalations and anything it isn't sure of are never sent on their own. Each of those drafts goes through four stages in SwiftCase, and only someone allowed to approve drafts can send one.
receivedThe email is read, sorted and linked to its case.
pending_approvalSwitchboard writes a draft reply and puts it on the case, with a task for a person to check it.
approvedA person with permission reads the draft and approves it. The click is logged on the case, with who and when.
sentApproval sends it from your firm’s email account, and the sent email sits on the case.
rejected the draft is discarded and a person writes the reply instead.Each reply is on the case with the score behind it, and complaints and other sensitive emails go out only after a person approves them.
When the FCA asks about a customer communication, the case's log shows who approved it and when, or that it went on its own and the score it had.
If a complaint reaches the FOS, the case shows the draft, who approved it and when, and the email that went.
Only confident replies to routine emails go out without a person, and each agent uses only the tools you allow. Anything sensitive stops in the queue before it leaves the building.
Use Cases
A claim arrives by email. The policyholder and claim details are pulled out and the case opened, ready for the handler.
Questions about where things are up to get a drafted answer from the case. Anything awkward goes to a person.
A new matter comes in by email. The client's details are pulled out and the matter opened for someone to review.
Invoices and estimates arrive. Amounts and references are pulled out and put on the case for a person to approve.
We'll run a few of your own kinds of email through it and show you what it pulls out and what it drafts.