Identifying a case from email content
Matching an incoming message to the correct job even when the sender provides no case number.
Problem
Messages without a job number required a manual search. Subject and content were often generic, while the right context appeared only in the sender address, signature, customer name or individual keywords.
Solution
The system extracts addresses, signature data, company names, people, dates and distinctive phrases. It searches the CRM or job system and ranks possible matches using correspondence history and contact-to-customer relationships.
Match control
A message is assigned automatically only above an agreed threshold and when candidates do not conflict. Otherwise, the employee receives a short list of suggestions with the signals supporting each match.
Result
More messages reach the correct case automatically, while uncertain matches are clearly presented to an employee.
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