Demos

Aportio combines a range of technologies such as natural processing (NLP), machine learning (ML), and artificial intelligence (AI) – including the latest generation of Generative AI tools like ChatGPT. While some solutions focus on one method, Aportio layers different methodologies including key words, word clouds, context analysis, cluster analysis and advanced neural and generative AI models. Uniquely, Aportio can clean emails of unnecessary images and text before analysing or categorising, avoiding the bias found in many other approaches. This means we categorise and analyse only relevant text to achieve higher levels of accuracy.

We can start providing you insights about your emails within 48 hours of you providing us with a PST file with historical emails. If you are using our existing classifications, once we have finalised your personalised requirements document, we can start classifying and logging your emails in one or two days (depending on the complexity of the configuration you require). You would normally test for a week or two before going live.

InboxAgent customers relay email from their support mailbox(es) to a dedicated SMTP address in a region managed by Aportio designed to best suit the customer’s data sovereignty requirement and email volumes. A secondary mail service is configured for each customer for extra resilience. Aportio enhances the standard TLS1.2 security further by adding a custom authentication header in the relayed email. This attribute contains a token unique to each customer and must be present for Aportio to process the email.

Aportio currently integrates with popular ITSM systems including ServiceNow, Autotask, ManageEngine and Ivanti. Also customer service systems like Nice CXOne and voice analytics like Voice.ai. Many more integrations are in the pipeline – just ask!

Aportio’s security compliance program and solution architecture has been independently certified to the ISO27001 security standard. The service has been designed to apply high standards of security for data in transit and at rest. Any customer specific data is isolated and encrypted – so cannot be contaminated.

Aportio’s InboxAgent cleans and declutters email conversations to present and categorize briefer, more relevant content. We reduce the duplication of unnecessary content, and associate conversations to avoid creating new tickets unnecessarily. The service includes multiple AI-classifiers to evaluate things like topics, intents (actions), suppliers and products of interest, urgency indicators, and flags negative conversations that may require escalated care. Our workflow action feature lets you easily specify what should happen when emails match one or more classification criteria. Our analytics dashboards show trends over time and identify automation opportunities. All of these features mean better quality, more accurate, and easier to action email conversations using InboxAgent than are possible with less sophisticated inbuilt email parsers.

Aportio’s InboxAgent cleans and declutters email conversations to present and categorize briefer, more relevant content. We reduce the duplication of unnecessary content, and associate conversations to avoid creating new tickets unnecessarily. The service includes multiple AI-classifiers to evaluate things like topics, intents (actions), suppliers and products of interest, urgency indicators, and flags negative conversations that may require escalated care. Our workflow action feature lets you easily specify what should happen when emails match one or more classification criteria. Our analytics dashboards show trends over time and identify automation opportunities. All of these features mean better quality, more accurate, and easier to action email conversations using InboxAgent than are available in traditional email parsing solutions.

Absolutely! InboxAgent incorporates ChatGPT 4 functionality via Microsoft Azure Open AI. Advanced new features are already available to provide conversation summarization, root cause analysis, and improved classification of email conversations.

We know that some organizations are looking at ways to turn off email as a channel for customer conversations. We think that removing email from your customer service offerings is disruptive to your clients, and risks leading to customer churn. We think it makes far more sense to have an integrated approach that lets you manage email conversations efficiently, as part of a holistic omni-channel service experience.