Spotlight #6 - Extract activities and identify the purpose of emails with Zia

Spotlight #6 - Extract activities and identify the purpose of emails with Zia



Welcome back to Zia for emails feature spotlight. In our previous post, we discussed the functionalities of Zia data enrichment for emails. This instalment covers the various other ways Zia for Email helps make day-to-day business processes, easier. 
 
Are you individually going through every email to identify its purpose? Read up on this post, that discusses how Zia for emails can extract activities directly from emails, and help you identify their intent and sentiment, even before opening them. 

Activity Extraction by Zia 

Your CRM lets your admin assign records to the sales reps and has the option to create workflows to ensure that activities are created at higher levels. However, throughout a lead or contact's journey, and their interaction with the sales rep, several other activities are scheduled, including calls, meetings, or events. Zia helps us ensure that none of these activities fall through the cracks and to do so, automates it for us. 
 
As an automobile manufacturer, you rely on emails to communicate with your potentials. Several of these emails contain relevant information about some activities to take it forward. Perhaps a call to discuss different services you offer or, an online meeting with the entire group at a particular time with particular requirements, or even scheduling an in-person meet with venue details and such. Adding these activity details manually can be time-consuming and might cause inadvertent errors while directly copying from the emails. 
 
Rather than going through every email and then creating an activity - a task, a call, a meeting, Zia gives you the option of not having to do any of this at all. Zia scans the emails for information about an activity and suggests that you simply save it as one! If you find any of the details not to your preference, you can edit Zia's suggestion by adding or removing the task. 
 
A major advantage of this feature is ensuring you tie up all ends.  Zia activity extraction can be seen in the record's related list of an email and also, in the SalesSignal section. 



Zia's email intent analysis

In any business organization, you get multiple emails and it is time-consuming to prioritize these emails based on their intent.
 
Rather than going through every single email that comes your way, and then deciding whether it's a request, query, complaint or email of another nature, Zia lets you automate this process. This saves you and your users the trouble of going through every email even if it is irrelevant to you. 
 
Zia looks for keywords and uses them to highlight the intent of the email. The following intents will be displayed as labels on the top of the record.
  • Request
  • Query
  • Complaint
  • Others 
This allows users who handle requests to access those emails that Zia has labelled to be a request, shaving time off their schedules.  

Email sentiment analysis by Zia 

Zia's email sentiment analysis tells us how our customers feel based on the email they've sent us even before we open it. 
 
An organization receives hundreds of emails every day. But, the ones that have a negative tone usually require immediate attention over the others. And acting fast when it comes to an unhappy customer/prospect could mean losing or winning a sale. Going through your emails individually and working out which ones need timely attention won't work here. And, when you've got an unhappy customer, the least that can be done is to provide a timely response, and then some damage control.
 
Now, to identify the emails that need to be prioritized or require immediate attention, a representative has to leaf through the email content because the email's subject may not always give sufficient details about the purpose of the email.  
 
Zia's sentiment analysis categorizes the incoming emails as Positive, Negative, or Neutral with the help of AI.
  • Positive Email Sentiment: emails that have a happy tone are categorized as positive.
  • Negative Email Sentiment: if the tone of the email shows unhappiness, it is categorized as negative.
  • Neutral: emails that have the characteristics of both positive and negative sentiment will be categorized as neutral.  
Below is a snippet of an email showing Zia's intent and sentiment analysis in action.




Leveraging this feature, the salesperson can readily identify customers who are unhappy or complaining. This will lead to better customer service as one can prioritise writing back swiftly. 


Useful Resources:


Zia for emails webinar:

 

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