Case Study: Irish Life auto-triages 70% of emails at 95% accuracy with Ushur

Key results

The challenge

Irish Life's corporate division receives hundreds of thousands of emails a year, each manually opened, classified by key business indicators such as membership numbers, and routed to the right operations area before reaching a case manager. On average each query took 2.5 days to resolve.

The solution

Irish Life deployed Ushur's AI to automatically index and route incoming emails, starting with a pilot and then expanding across the corporate division.

The results, in context

In the pilot, Ushur's AI reached 80% classification accuracy, comparable to human reviewers. Deployed across the corporate division, Ushur now auto-triages 70% of incoming emails at a 95% accuracy rate, with indexing taking under a second and requiring about 40% fewer resources.

Products used