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Viewpoints Blog

Through Member collaboration, MCRA helps drive performance improvements, deliver exceptional service, transform care, and champion the health and wellbeing of the communities we collectively serve.

Revolutionize Customer Support Efficiency with AI-Driven Email Triage

As businesses invest in digitization initiatives, automating the review, routing and processing of high volumes of emails and attachments continues to be a challenge.


In un upcoming webinar hosted by MCRA Member, Ushur, we will hear how Unum, a Fortune 500 company and one of the largest disability insurance carrier in the US, was struggling with high email volumes and the need for quick responses to customer inquiries. By implementing Ushur's AI-powered SmartMail solution, Unum was able to:

  • Achieve significant cost savings and lower live agent burden through the automation of email processing, response and routing.

  • Cut customer support turnaround time by 77%

  • Achieve an 83% customer satisfaction rate

Unum cut customer support turnaround time by 77% and achieved 83% customer satisfaction with AI-powered Customer Experience Automation. Unum’s Administration Journey product owners defined and drove the overall solution delivery to perfection within tight deployment timelines, resulting in improved categorization accuracy. >View Case Study


Ushur's upcoming webinar will feature specific case studies on how commercial health plans can apply AI-powered email triage to improve operational efficiency and customer satisfaction.


Register to attend the webinar on Thursday, July 20th, 2023 at 9:00am PT (12:00pm ET).


What you'll learn in this webinar:

  • Auto-classifying emails based on their content and attachments

  • Auto-routing emails to the right audiences to eliminate the need for live manual processing

  • Applying your own business rules for validation and workflow

  • Monitoring results and updating internal systems with trusted data




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