Optimization of Customer Support for Mobilkom Austria

Austria’s leading mobile phone service provider, Mobilkom Austria, received more than 800,000 emails every month; even after spam filtering more than 80,000 customer requests remain. Of course, customers expect a timely reply, especially when communicating through this medium.

Using RapidMiner‘s Data Science Platform, Mobilkom was able to analyze the textual content of incoming customer requests and automatically determine the topic of each request. This way, the email requests are automatically and quickly forwarded to the support person in charge for this topic and a competent answer is guaranteed within the shortest time possible.