EMAILS

AI-driven email automation service for Revenues & Benefits

Remove the burden of email administration with Govtech’s Inbox Assistant that automatically reads, categorises, processes and indexes incoming emails in your Revenues & Benefits inbox.

Manage high volumes of email efficiently

Inbox Assistant was developed in close collaboration with our customers and utilises Netcall’s Liberty IDP (intelligent document processing) technology. It alleviates manual administration, freeing up your team to focus on other tasks, whilst improving response times for your citizens and customers.

This AI-driven email automation service removes the complexity, so your team only deal with the relevant emails in a priority order.
understand-content

Understand content and sentiment

Remove the manual burden with agentic AI.

Manage-high-volumes

Manage high volumes

Only work on matters that require your team’s input.

Automate-change-address

Fully automate change of address transactions

Including tenancy changes notified from landlords and agents.

happy-citizens-1

Improved response times

Citizens and customers will be happier and dealt with quicker.

Agility-CTR-schemes

Categorised workflows/workload

Emails are triaged to prioritise your resources based on urgency.

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Auto-responses

Junk emails or those lacking sufficient data are replied to, requesting the correct information

Real impact and ROI from day 1

Manchester City Council yielded great results within the first week of processing:

1004

emails automatically triaged

20%

landlord change of tenancy emails automated

18%

auto-responses sent

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enquiry categories indexed and loaded in the DMS for action

Emails contain unstructured information, vary widely in subject matter and require manual review to determine the appropriate action. Inbox Assistant automatically reads and categorises incoming emails based on their content. 

Notifications from landlords and letting agents about tenancy changes are processed automatically through webCAPTURE, with relevant data extracted without manual intervention.

For all other enquiries, Inbox Assistant captures key information, categorises the enquiry and indexes the email in the document management system (DMS) for officer review. Emails are linked to the relevant account or property and assigned the appropriate document type, enabling work to be prioritised according to the urgency and nature of the request.

Inbox Assistant can also identify and respond to emails that cannot be processed, including:

  • Junk or unsolicited emails, such as marketing messages
  • Emails that lack sufficient information, such as an address or account/claim reference
  • Emails relating to properties outside the council's area.

In these cases, an automated response is sent explaining why the email cannot be actioned. Response templates can be configured to meet local requirements.

I’M INTERESTED

Councils receive thousands of emails each year covering a wide range of services, including Council Tax, Business Rates and Benefits. Many of these, particularly within Revenues, are from landlords and letting agents reporting tenancy changes.

Traditionally, every email must be reviewed by an administration team, indexed and uploaded to the council's DMS before it can be assessed and processed. These emails contain unstructured information and cover a wide range of subjects, so identifying the required action can be time consuming.

This places a significant administrative burden on staff, who must monitor inboxes, interpret email content and route enquiries appropriately. Removing email as a contact channel is rarely a practical solution, as demand is typically shifts to other channels, such as contact centres, which often face their own resource constraints and high call volumes.

Inbox Assistant eliminates this administrative overhead through automation. It analyses every incoming email, determines the appropriate next step and routes it accordingly. This enables your teams to spend less time on administration and more time managing enquiries, with work prioritised according to the content and urgency of each request.

Govtech's Inbox Assistant combines Netcall's Liberty platform, including AI-powered intelligent document processing (IDP), with Govtech's automation services to streamline the management of Revenues and Benefits emails.

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The Process

  1. Analyse and categorise incoming emails

    Incoming emails are securely routed to an IDP inbox, where AI analyses the content, extracts relevant information and categorises the enquiry. Based on the information identified, the system determines the most appropriate next action.

     

  2. Validate and process information

    Using Netcall Liberty Create, the extracted data is validated, structured and prepared for processing. The information is then passed to webCAPTURE, which automatically processes eligible transactions or prepares records for officer review where intervention is required.

     

  3. Continuously improve automation

    As more emails and transactions are processed, the AI continuously learns from the data it receives. This enables higher levels of automation, allowing an increasing proportion of enquiries and transactions to be handled without manual intervention.

Inbox Assistant has been designed specifically for Revenues and Benefits services, where high volumes of enquiries and tenancy-related notifications create significant administrative workload. However, the solution has the flexibility to expand into other council service areas, providing opportunities to automate additional processes and deliver wider efficiency savings across the authority.

Inbox Assistant is an additional service available to webCAPTURE users. Pricing is based on volume.

Our standard pricing is available through the G-Cloud framework. Please get in touch for further details or to discuss your specific requirements.

TELL ME MORE

WHAT OUR CUSTOMERS SAY
“The implementation of Inbox Assistant has delivered significant operational benefits and reduced the administrative burden associated with processing incoming email correspondence. Its resulted in substantial efficiency savings and is allowing staff to focus on higher-value customer service activities.” Samantha Sauco, Senior Systems & Subsidy Manager | Manchester City Council

Free your team from email administration

Automate the reading, categorisation and processing of Revenues & Benefits emails, reducing workload while improving response times for citizens.

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