Offering

AI-powered multi-request processing in Outlook

With our flexibly customizable Macros AI panel, it is possible to automatically read, classify, and further process multi-intents.

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At a glance

Transparent, fast, and uniform process control with the Macros AI panel

Despite increasing automation, the daily work in many insurance companies still looks like this: Customers directly contact their case managers via email – often with multiple requests in a single message. For the case managers, this means additional manual effort.

The Macros AI panel addresses this issue. As a seamlessly integrated add-in in Outlook, it automatically recognizes all included requests, directs them to the appropriate processing paths, and thus ensures transparent, fast, and uniform process management.

The challenge

Full mailboxes and complex multiple issues

Despite central input channels, numerous customer emails still land directly in the employees' Outlook inboxes. These include classic inquiries about contracts, claims reports, follow-up questions regarding service cases, responses to existing processes, or the sending of documents – often all together in a single email. It is precisely these mixed forms, known as multi-intents, that are one of the biggest challenges in the inbox. Previously, such content had to be manually recognized, separated, and transferred into the appropriate processes – time-consuming, error-prone, and difficult to scale.

The good news

Multiple requests can also be automated directly in Outlook thanks to AI support.

Our solution

AI support from process handling to archiving

With our flexibly customizable Macros AI panel, it is possible to automatically read, classify, and further process multi-intents. Our tool transparently displays all recognized concerns and reliably passes them on as structured information to downstream systems – from process handling to archiving.

The functions in detail:

The advantages

Quickly and reliably fulfill customer requests

Thanks to the seamless integration as an Outlook add-in, caseworkers continue to work in their familiar environment. The flexible architecture displays exactly the functions and fields in the add-in that provide the greatest value for the caseworkers. Thus, the Macro AI Panel enables:

Less manual work

Faster reaction times

Higher initial processing quality

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PRIVACY

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

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Macros Reply

Macros Reply is a specialised technology service provider focused on optimising business processes in the financial services, insurance, and energy industries. Macros Reply delivers innovative solutions that help companies make their operations more efficient and intelligent. Whether it's input management, electronic inboxes and files, rule- and AI-based routing, or document management, the company implements seamlessly integrated 360° solutions and automation with GenAI, Machine Learning, and RPA, enabling customers to fully focus on their core business. Additionally, Macros Replyprovides comprehensive advice on regulatory requirements to ensure the highest level of compliance in all processes.