Smart.eMail.Attachments IQ

Smart.eMail.Attachments IQ is a cutting-edge service that revolutionizes email-based customer support by intelligently processing email attachments using advanced AI technologies. It seamlessly integrates Zendesk's email-to-case functionality with Amazon's Intelligent Document Processing serverless architecture, empowering organizations to efficiently capture, analyze, and extract valuable information from email attachments. With Smart.eMail.Attachments IQ, businesses can streamline their support operations, enhance customer satisfaction, and gain valuable insights from unstructured data.

Go-to-Solution

Smart.eMail.Attachments IQ is a game-changer for businesses that rely on email-based customer support. By leveraging Zendesk's email-to-case capabilities and Amazon's Intelligent Document Processing, our service automatically identifies and processes email attachments, extracting key information and creating sub-tickets when necessary. This innovative solution saves time, reduces manual effort, and provides a more efficient and personalized customer support experience. With Smart.eMail.Attachments IQ, businesses can focus on delivering exceptional customer service while harnessing the power of AI to streamline the operations.

What we offer ?

Smart.eMail.Attachments IQ is a service that combines Zendesk's email-to-case functionality with Amazon's Intelligent Document Processing to automatically identify, process, and extract information from email attachments.

For Who ?

The service is designed for businesses of all sizes that rely on email-based customer support and want to streamline their operations, enhance efficiency, and improve customer satisfaction.

When an email with an attachment is received in Zendesk, the attachment is routed through Amazon EventBridge to trigger an AWS Step Functions state machine. The state machine orchestrates a series of AWS Lambda functions that utilize Amazon Textract, Amazon Rekognition, Amazon Comprehend, and Amazon A2I to analyze the attachment, extract relevant information, and post comments or create sub-tickets in Zendesk.

How do we Leverage AWS ?

Financial Benefits

Cost savings: Reduces labor costs associated with manual attachment processing and data entry.
Increased productivity: Enables support teams to handle more cases efficiently, leading to higher productivity and cost-effectiveness.
Improved resource allocation: Allows businesses to allocate resources more effectively by automating repetitive tasks.
Faster issue resolution: Minimizes the time required to resolve customer issues, reducing the overall cost of support operations.
Competitive advantage: Provides a differentiated customer support experience, potentially leading to increased customer loyalty and revenue growth.

Operational Benefits

Automated attachment processing: Eliminates manual effort in reviewing and extracting information from email attachments.
Improved efficiency: Streamlines the support process by automatically analyzing attachments and creating relevant sub-tickets.
Enhanced customer satisfaction: Provides faster and more accurate responses to customer inquiries by leveraging AI-powered insights.
Scalability: Handles a large volume of email attachments efficiently using serverless architecture.
Reduced human error: Minimizes the risk of overlooking important information in attachments through automated analysis

Zendesk + Amazon IDP

This innovative solution saves time, reduces manual effort, and provides a more efficient and personalized customer support experience.

Attachment Processing — When an attachment is uploaded to a ticket in Zendesk, the event is routed through Amazon EventBridge to trigger an AWS Step Functions state machine. The state machine calls a series of AWS Lambda functions that use Amazon Textract and Amazon Rekognition to identify text and images in the attachment and post a new comment on the ticket with this information.

Document Extraction & Classificaton Workflow

Amazon EventBridge. It is a serverless event bus service provided by Amazon Web Services (AWS) that allows you to easily connect applications using data from various sources and route it to targets in real-time.

Amazon Textract is a machine learning service provided by Amazon Web Services (AWS) that enables you to extract text, handwriting, and data from scanned documents and images automatically

Amazon Comprehend. It is a natural language processing (NLP) service provided by Amazon Web Services (AWS) that uses machine learning to extract insights and relationships from text data.

Amazon A2I is a service provided by Amazon Web Services (AWS) that allows developers to easily integrate human review into their machine learning workflows for tasks that require human judgment or validation.

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These use cases demonstrate how Smart.eMail.Attachments IQ can be applied across various industries to automate document processing, data extraction, and workflow initiation. By leveraging the power of AI and machine learning, the service can significantly reduce manual effort, improve data accuracy, and enhance operational efficiency in each of these domains

Industry	Use Case	Application
Education	Processing student applications, transcripts, and educational certificates.	Smart.eMail.Attachments IQ can extract student details, academic records, and qualification information from the attachments, streamlining student admissions and enrollment processes.
Medical	Processing patient referrals, medical records, and lab reports.	Smart.eMail.Attachments IQ can extract patient information, medical history, and test results from the attachments, enabling efficient patient onboarding and care coordination.
Business Operations	Processing purchase orders, sales orders, and inventory reports.	Smart.eMail.Attachments IQ can extract order details, quantities, and product information from the attachments, facilitating automated order processing and inventory management.
Tax Management	Processing tax returns, forms, and supporting documents, such as W-2s, 1099s, and expense receipts.	Smart.eMail.Attachments IQ can extract relevant tax data from the attachments, populate tax forms, and assist in tax preparation and filing processes.
Accounting	Processing invoices, receipts, and expense reports.	Smart.eMail.Attachments IQ can extract financial data from the attachments, such as vendor names, amounts, and expense categories, automating data entry into accounting systems.
Legal	Processing legal contracts, agreements, and court documents.	Smart.eMail.Attachments IQ can extract key information from legal documents, such as party names, dates, and clauses, enabling efficient contract management and legal case tracking.
Insurance	Processing insurance claims and supporting documents, such as claim forms, medical reports, and police reports.	Smart.eMail.Attachments IQ can extract relevant information from the attachments, populate claim forms, and initiate the claims processing workflow.
Logistics	Processing shipping documents, such as bills of lading, invoices, and customs declarations.	Smart.eMail.Attachments IQ can extract shipment details, customer information, and package dimensions from the attachments, facilitating automated shipment tracking and invoicing
Financial Services	Processing loan applications and supporting documents, such as income statements, tax returns, and identification documents.	Smart.eMail.Attachments IQ can extract relevant information from the attachments, populate loan application forms, and initiate the loan approval process.

AWS Cloud Adoption Framework

By integrating Smart.eMail.Attachments IQ with the AWS Cloud Adoption Framework, businesses can achieve a wide range of benefits across different perspectives. From improving customer satisfaction and operational efficiency to ensuring security and compliance, the service leverages the power of AWS to deliver a comprehensive and value-driven solution for email-based customer support.

Business Perspective

Improved Customer Satisfaction: By automating the processing of email attachments and extracting valuable information, Smart.eMail.Attachments IQ enables faster and more accurate responses to customer inquiries. This leads to enhanced customer satisfaction and loyalty.
Increased Efficiency: The service streamlines the support process by eliminating manual efforts in reviewing and processing attachments. This allows support teams to handle a higher volume of cases efficiently, reducing response times and improving overall productivity.
Competitive Advantage: By leveraging AI-powered automation, Smart.eMail.Attachments IQ provides a differentiated customer support experience. This can help businesses stand out in the market and gain a competitive edge by delivering superior customer service.
Cost Optimization: Automating attachment processing and data extraction reduces the need for manual labor, resulting in cost savings. Additionally, the pay-as-you-go pricing model of AWS services ensures that businesses only pay for the resources they consume, optimizing costs.

People Perspective

Focus on Higher-Value Tasks: Smart.eMail.Attachments IQ automates repetitive and time-consuming tasks related to attachment processing. This frees up support team members to focus on more complex and value-added activities, such as providing personalized customer interactions and resolving critical issues.
Skills Development: By integrating with advanced AI services like Amazon Textract, Amazon Rekognition, and Amazon Comprehend, the service exposes support teams to cutting-edge technologies. This promotes skill development and keeps team members updated with the latest advancements in AI and automation.
Improved Job Satisfaction: Automating mundane tasks and providing tools to streamline workflows can lead to increased job satisfaction among support team members. They can focus on more meaningful and rewarding aspects of their roles, leading to higher engagement and motivation.

Governance Perspective

Compliance and Data Privacy: Smart.eMail.Attachments IQ leverages AWS's secure infrastructure and compliance frameworks. It ensures that customer data is handled in accordance with industry standards and regulations, such as GDPR or HIPAA, depending on the specific requirements of the business.
Access Control and Auditability: The service integrates with AWS Identity and Access Management (IAM) to enforce granular access controls and permissions. This ensures that only authorized personnel can access and process customer data. Additionally, detailed logs and auditing capabilities provide visibility into who accessed what data and when, enabling effective governance and compliance monitoring.

Platform Perspective

Scalability and Elasticity: Smart.eMail.Attachments IQ is built on AWS's serverless architecture, which automatically scales based on the volume of incoming emails and attachments. This ensures that the service can handle sudden spikes in demand without any manual intervention, providing a seamless experience to customers.
Reliability and Availability: AWS's global infrastructure and redundancy mechanisms ensure high availability and reliability of the service. The use of Amazon S3 for storing attachments provides durability and resilience against data loss.
Integration and Interoperability: The service seamlessly integrates with Zendesk and various AWS services, allowing for easy interoperability and data flow between systems. This enables businesses to leverage their existing investments in Zendesk while extending its capabilities with AI-powered attachment processing.

Security Perspective

Data Protection: Smart.eMail.Attachments IQ leverages AWS's security features, such as encryption at rest and in transit, to protect sensitive customer data. The use of Amazon S3 for attachment storage ensures that data is securely stored and accessed only by authorized entities.
Secure Access and Authentication: Integration with
Amazon Cognito provides robust user authentication and access control mechanisms. This ensures that only authenticated and authorized users can access the service and its resources, preventing unauthorized access to customer data.
Security Best Practices: The service follows AWS's security best practices and guidelines, such as the principle of least privilege, network segmentation, and regular security updates. This helps maintain a strong security posture and protects against potential threats.

Operation Perspective

Automated Workflows: Smart.eMail.Attachments IQ automates the end-to-end workflow of processing email attachments, from receipt to analysis and information extraction. This reduces manual interventions and streamlines operations, allowing support teams to focus on core activities.
Monitoring and Observability: Integration with Amazon CloudWatch enables comprehensive monitoring and logging of the service. This provides visibility into system performance, usage patterns, and potential issues, allowing for proactive management and troubleshooting.
Continuous Improvement: The insights gathered from attachment processing and customer interactions can be used to identify areas for improvement in support operations. This data-driven approach enables businesses to continuously optimize their processes, enhance service quality, and drive operational excellence.