Benchmark Replacement

Purpose

Benchmark Replacement is designed to increase awareness of differences within the two processes by acting as an end-to-end service-routing and triage system for client communications received by email or voice-to-text.

Primary users

The primary user is not specified. The agent is associated with the CIB team and supports handling, classification, routing, and follow-up of client communications.

Where it fits (process/stage/trigger)

The agent fits at the intake stage of client communication management, triggered when a new email or voice-to-text message is received and needs to be assessed, classified, prioritized, routed, and tracked as a Service Request.

Key capabilities / workflow

The agent determines message relevance, understands intent, classifies communications into predefined Service Request types, extracts key information, identifies multiple requests, summarizes content, evaluates urgency and sentiment, detects escalation or dissatisfaction signals, assesses SLA risk, proposes suitable assignees or teams, flags items requiring manual review, links follow-up messages to ongoing cases, and learns from outcomes to refine routing, classification, and prioritization.

Inputs

Typical inputs include SiaGPT or ML outputs, client communications received by email, and voice-to-text messages. The agent may also use follow-up communications linked to ongoing cases to maintain continuity and traceability.

Outputs / Deliverables

Typical outputs include RPA, AI, or GenAI outputs, a structured Service Request record, classification into the correct predefined Service Request type, extracted key information, a clear summary, urgency and sentiment assessment, SLA breach risk detection, priority level assignment, proposed assignee or team, manual review flags, and continuity links to ongoing cases.

Value

The agent improves service-routing consistency, supports SLA compliance, enhances traceability of client communications, identifies escalation risks, recommends better routing decisions, and continuously improves by monitoring resolution times, SLA compliance, reassignments, escalations, and recurring bottlenecks.