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IN THE NEWS
Ashling wins 2025 SS&C Blue Prism Global Innovation Award for the 3rd year in a row!

DISCOVERY SERVICES
 Contact Center Discovery with Communications Mining Analytics

Transform customer service with AI-powered email intelligence in as little as 4 weeks.

Why are automation opportunities hard to spot in the contact center?

The question we hear most often is: “How can we route and resolve requests more effectively?” For many contact centers, the answer is difficult to pinpoint. Here's why: 
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Unstructured Data from Shared Inboxes

When customer requests arrive in free-form emails with no standardized format, it becomes hard to categorize and interpret at scale.

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Compound Requests Within One Email

When a single email contains multiple unrelated requests, such as a billing issue and a technical question, it complicates both classification, routing, and resolution.

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Lack of Visibility Into Request Types, Volumes & Patterns

If you can’t quantify what types of requests are coming in, how often, or how they’re being handled, it’s nearly impossible to prioritize automation efforts.

By the numbers

90

faster triage time for a US insurer

30

churn-risk emails flagged for intervention

20

Automation opportunities identified in the contact center for a Canadian insurer

25

of repetitive inbox management tasks automated for a Canadian insurer

Where We Drive Impact
Contact Center Automation
  • Uncover Insights in Unstructured Data

    We start by analyzing shared inboxes using Communications Mining. This allows us to extract and categorize email types, quantify volumes, identify common request patterns, and surface sentiment trends, giving you visibility into what’s really happening across channels.

  • Build Your Automation Pipeline

    Using the insights, we identify and prioritize high-impact automation opportunities such as: identity validation, ticket triage and escalation, automated status updates for orders or claims, and onboarding for new clients or vendors.

  • Prove Value Through a Pilot

    We help you launch a pilot automation for one or more of the identified use cases—validating feasibility, measuring impact, and setting the foundation to scale automation across the contact center. 
WEBINAR

Mining the Inbox: Unlocking Contact Center Value

Explore how UiPath's Communications Mining and Ashling’s proven methodology rapidly tackled a seasonal surge in customer case volumes.
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Driving Value for 300+ Leading Brands

Communications Mining in Action
GreenShield AI and Automation
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GreenShield’s AI Journey Toward Better Health Outcomes

GreenShield was founded on the belief that all Canadians deserve access to better health, regardless of their circumstances. As Canada’s only ...
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Inside a Major Insurer’s Service Ops Transformation
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Inside a Major Insurer’s Service Ops Transformation

One of the largest multi-line insurers in the United States, this organization provides a comprehensive range of auto, home, life, and specialty ...
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Revolutionizing Claims Intake Operations with UiPath's AI-Enabled Solutions
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Revolutionizing Claims Intake Operations with UiPath's AI-Enabled Solutions

How can insurance companies leverage AI-enabled claims intake solutions like Communications Mining and Document Understanding to face the flood of ...
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Explore Your Communication Data Today

Speak with our team to discover ways to route and resolve your customer inquires more intelligently.