⏱️🤖 How Alfa Laval saved 2,600 hours for employees using AI
Can workflow automation reduce inefficient processes and increase productivity and quality?
That question was raised by employees in Alfa Laval distribution centres, and
Thamon Benjapongsapun, Project Manager Digital, Alfa Laval, undertook the project to identify whether AI could be utilized to automize a number of processes in the customer service system. 📨
In 2023, Alfa Laval customer service teams in the distribution centres received some 203,000 tickets in the customer service system.
The tickets covered a wide range of topics – including order status, quote requests, export control, shipping instructions and certificate requests. 📋
Around 2,600 hours were spent on reading tickets and assigning them to the correct sub teams.
Since early 2024, an Alfa Laval pilot team located in Denmark has received AI workflow support with this task. When a ticket is received, AI summarizes the content of the ticket, categorizes it and sends the ticket to the relevant sub team. After a successful pilot, the solution is now being implemented across distribution centres. 🌍
“Employees focus on more value-added activities instead, since they don’t have to assign tickets manually. Tickets are therefore answered faster, which gives a better customer experience, and we’ve noticed that team spirit has really improved. The implementation of AI has also boosted the digital mindset of our colleagues,” explains Thamon Benjapongsapun.
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