Less effort, more quality: AI relieves TEAG's incoming mail office

Every day, TEAG receives a large number of documents in various formats, such as emails, letters, and faxes. A large proportion of incoming correspondence consists of customer requests such as changes of supplier or amendments to contracts. However, before these requests are processed by the specialist departments, they are pre-processed by the incoming mail office. Letters are first opened and scanned. All documents are then automatically processed and classified by the input management system. Processing includes extracting all information from a document. This is the basis for classification, which assigns a defined category to the document.

The previous input management system used an internal catalog to classify documents, with each catalog containing a variety of rules for each class. The effort required for manual correction to ensure correct classification in input management needed to be further reduced. codecentric was commissioned by TEAG to further optimize input management, as every manual correction increases customer waiting times and requires additional staff.

Using SHERLOQ, TEAG has managed to significantly reduce the workload in its incoming mail office. SHERLOQ has been able to classify over 170,000 documents in the last twelve months. AI distinguishes between eleven different classes of document.

Seamlessly integrated – The codecentric team was able to integrate SHERLOQ into TEAG's existing input management workflow with only minor adjustments.  

Maximum flexibility for changes – When necessary, the TEAG is able to override AI with simple rules to quickly respond to changes. This means that individual customer requests can be addressed more effectively and the quality of service further improved. Over the last twelve months, SHERLOQ has been expanded to recognize 30 additional classes of document.