Victaulic

About

Victaulic is a global manufacturer of pipe joining and flow control solutions, serving industries such as construction, oil and gas, and mining. Its customer care teams handle a high volume of incoming emails, including orders, quotes, and certificate requests, across multiple regions.

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Challenge

Victaulic's teams needed a more reliable way to process incoming emails: accurately extracting codes, classifying and labeling messages according to specific regional requirements, and routing documents such as certificates to the right mailbox. Handling this manually made it harder to keep classification consistent and to route documents efficiently.

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Solution

Tekst implemented additional AI blocks to improve the system's ability to process information and correctly extract codes from emails, using real examples from Victaulic to train and refine the AI. For Victaulic's UK team, Tekst implemented classification and labeling that meets specific requirements around label sequence and color coding, applying labels across all categories.

Tekst also set up automation for document mailbox routing, specifically for certificates, based on a list provided by Victaulic, along with an auto-forwarding rule that routes new incoming emails to the correct claims and rental mailbox. In parallel, Tekst has been working on quotation predictions, incorporating feedback to continuously refine the underlying prediction logic.

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Result

With these improvements, Victaulic has more accurate email processing and code extraction, consistent classification and labeling for its UK team, and automated routing of certificates and claims-related emails - reducing manual handling and creating a stronger foundation for further automation.

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