Inbox Transformed: How AI Saved 1,500+ Hours Daily for a Global Conglomerate

Client

Our client is a Fortune 500 company and a leading multinational conglomerate with a diverse portfolio of businesses that transform industries and improve lives. With a strong presence in markets, our client operates in four key areas: Aerospace, Performance Materials and Technologies (PMT), Building Automation, and Safety and Productivity Solutions (SPS). Given the complexity of their operations, the client depends on robust systems, including SAP, to manage customer service workflows and ensure seamless business processes.

Market Dynamics

The aerospace and industrial sectors are rapidly evolving, driven by automation, digital transformation, and rising customer expectations for speed and personalization. Companies face mounting pressure to adopt advanced technologies like AI and cloud computing to enhance efficiency and customer experiences, while regulatory demands further amplify the need for innovation.

For the client, these trends highlighted operational bottlenecks in their customer service operations, including manual email handling, delayed data retrieval from SAP systems, and incorrect classification of customer inquiries. Overcoming these inefficiencies became critical for enhancing service efficiency, meeting customer expectations, and maintaining market competitiveness.

Challenges

The client faced multiple challenges in their customer service operations:

• Time-consuming and error-prone processes

Manual handling of thousands of customer emails daily resulted in delays and inaccuracies.

• Inefficient data retrieval

Retrieving critical data from SAP systems was labor-intensive, impacting response times.

• Misclassification of email intent

Errors in categorizing email purposes or sentiments hampered the quality of responses.

• Lack of personalization

Responses were generic, leading to lower customer satisfaction and reduced loyalty.

These challenges not only slowed operations but also affected the client’s ability to meet customer expectations, making automation an essential next step.

LTM Solution

LTM implemented an Azure OpenAI-based solution to streamline email processing, delivering faster, more accurate responses around the clock. The key components of our automated email processing solution included:

Automated Data Retrieval from SAP

• Automatically identifies and retrieves relevant data such as PO (Purchase Order) or SO (Sales Order) numbers.
• Eliminates manual effort, reduces errors, and accelerates response times.

Email Summarization and Intent Analysis

• Extracts key information and provides concise summaries of customer emails.
• Determines the purpose and intent of emails, enabling CSRs (Customer Service Representatives) to respond effectively.

Sentiment Analysis for Personalization

• Analyzes the sentiment of customer emails to tailor responses.
• Empowers CSRs (Customer Service Representative) to address customer emotions and enhance overall satisfaction.

Business Benefits

Our automated email processing solution ensured complete digital transformation in customer service within the processes and delivered measurable benefits, including:

• Seamless processing of nearly 8,000 emails daily.
• Eliminated over 1,500 hours of manual effort per day.
• Significant cost reduction through automated processes.
• Improved after-sales support with faster, accurate responses.

By integrating cutting-edge AI technology with existing systems, LTM empowered the client to elevate their customer service capabilities and achieve operational excellence.

" True innovation lies in scaling AI to humanize customer experiences. By transforming complex processes into seamless, personalized interactions, we’re not just automating workflows—we’re redefining how enterprises build trust and loyalty at the speed of tomorrow’s expectations. "

- Naushad Khambhawala, Head of Global Manufacturing Business Unit, LTM

Conclusion

The implementation of AI-driven automated email processing solution by LTM has transformed client’s customer service operations, eliminating over 1,500 hours of manual effort daily and enhancing efficiency. Beyond cost savings and faster responses, it has set the foundation for ongoing digital transformation in customer service and scalability. With streamlined processes and personalized interactions, the client is well-positioned to explore advanced AI applications, further improving customer experiences and driving long-term operational excellence in a highly competitive landscape.