50% faster first response
Zero lost cases
Our clients:
System efficiency in statistics
Flawless process management with AICM
AI Case Management is a process system that actively manages the entire course of a case – from its creation to its closure. Unlike standard tools that only record requests, AICM guides the user step by step through a defined process. The system ensures that tasks are assigned to the right people, monitors deadlines (SLA), and guarantees that no case is overlooked. This structured approach eliminates chaos and ensures full transparency of operations.
Benefits for your company
Reduce the initial response time to tickets by up to 50%.
Increase timeliness (SLA) from 70% to 95% and never lose track of any cases
Increase the number of cases handled per employee per day by 30%
AI Case Management – complete control over processes
AI Case Management (AICM) is a system that brings order and full transparency to back-office processes. It automatically converts requests, e.g. from emails, into organized cases with a clearly defined flow. Thanks to intelligent prioritization, AICM ensures that your team deals with the most important tasks first. The system virtually eliminates the risk of missing requests and provides full visibility into who is working on a given case and at what stage.
Assign tasks to the right people and monitor their work.
Turn emails and requests into tracked, organized tasks.
Automate the entire document and case flow in your company.
Increase your team’s case handling efficiency by up to 30%.
System with CRM, creating a consistent working environment.
Meet deadlines (SLA) and reduce response times by 50%.
Analytics and team performance monitoring
Managing a back-office team without hard data is ineffective. AI Case Management provides advanced monitoring and reporting tools, giving you full insight into the performance and workload of each employee. The system measures key indicators, identifies bottlenecks in processes, and allows for objective performance evaluation. The database of all cases built in this way becomes the foundation for standardization and continuous improvement of procedures, ensuring steady growth in efficiency.
Guarantee of full performance
Customer requests are often lost within the company or handled inconsistently. AI Case Management solves this problem by acting as a process engine (BPM). Each case is handled step by step according to a defined scenario, ensuring that no task is overlooked. The system “guides the employee by the hand,” prompting them with the next steps. This standardization reduces the number of cases that slip through the cracks to virtually zero, and customers receive consistently high-quality service.
Intelligent prioritization
When your team is flooded with hundreds of emails, it can be difficult to decide what is truly urgent. AICM automatically analyzes the content of incoming requests and assigns them the appropriate priority based on established business rules. This ensures that the most important matters, e.g., from key customers, are immediately flagged and placed at the top of the queue. This reduces the average first response time by up to 50% because your team does not waste time on manual sorting but immediately focuses on what is most important for the business.
Timeliness and compliance with SLA
Failure to meet deadlines (SLA) undermines customer trust and generates losses. AI Case Management is the guardian of your commitments. The system constantly monitors the time remaining for each stage of a case and sends alerts if there is a risk of missing a deadline. This allows managers to respond proactively and gives employees a clear overview of their priorities. For our customers, implementing AICM increases the percentage of cases resolved within the SLA from 70% to 95%, almost completely eliminating the problem of missed deadlines.
Full transparency of work
How can you objectively assess the performance of your back-office team and distribute tasks fairly? AICM provides detailed reports and dashboards that give you full insight into your team’s work. The system monitors how much time employees spend on individual cases, what their current workload is, and where delays occur in the process. This hard data allows managers to make informed decisions, optimize resource allocation, and identify training needs, which translates into a 30% increase in the number of cases handled per employee.
Support for your CRM
AI Case Management is not just another CRM system – it is the perfect complement to it. It acts as its support, taking over complex cases from the contact center platform (AICC) and managing the entire process in the back office. While CRM stores customer data, AICM manages the flow of cases, documents, and tasks. Thanks to full integration, all information about the status of a case can be automatically updated in the customer’s file in CRM, giving salespeople and service staff a complete picture of the situation without having to switch between systems.
Customer reviews
Implementation tailored to your needs
Implementation process
FAQs
What exactly is AI Case Management, and how does it differ from a shared email inbox or CRM system?
AI Case Management (AICM) is a process management system, not just a data repository. Unlike a passive mailbox where messages wait for manual handling, AICM actively manages each case, guiding the employee “by the hand” through a defined business process. Unlike a CRM system, which focuses on storing customer data, AICM focuses on the “flow” – the entire life cycle of a case, from submission to resolution. It complements CRM and Contact Center systems by introducing order and automation where those systems fall short, i.e., in complex back-office processes.
For which departments and processes at AICM is it most useful?
AICM is the ideal solution for any company where customer service does not end with the first contact. It works particularly well in back-office departments, service centers, complaint departments, and in industries with complex procedures, such as insurance (claims settlement) or banking (loan applications). The system is designed to manage any multi-stage process that requires tracking, timeliness (SLA), and the involvement of multiple people or departments. If your company handles a large number of requests, applications, complaints, or orders and you care about transparency, compliance with procedures, and eliminating information chaos, AICM is for you.
What features should the ideal team collaboration software have?
One of the key intelligent features is automatic case prioritization. The system can analyze the content of incoming requests (e.g., from emails) and assign them the appropriate priority based on defined business rules. This allows the team to know that they are dealing with the most important issues from the company’s point of view first. Artificial intelligence also supports the intelligent routing of cases to the right people or departments. In addition, the system collects and analyzes data on the course of processes, which allows bottlenecks to be identified and provides managers with valuable information for optimizing work.
What are the key, measurable benefits of implementing AICM, and how quickly can you see a return on investment?
The implementation of AICM brings quick and measurable results that directly affect the efficiency and profitability of the company. We have observed a 30% increase in the number of cases handled per employee per day and a 50% reduction in the average time of the first response to a request among our clients. The system allows you to increase the percentage of cases resolved on time (SLA) from 70% to 95% and reduce the number of lost or missed requests to virtually zero. This means fewer contractual penalties, higher customer satisfaction, and lower losses. The return on investment is visible very quickly, as the system allows the same team to handle significantly more cases, eliminating chaos and human error.
What does the AICM implementation process look like, and can the system be fully customized?
Yes, the system is fully customizable, which is one of our main advantages. As a software developer, we can flexibly adapt it to the unique business processes of each customer. We begin implementation with joint workshops, during which we thoroughly analyze your needs and map your processes. Then we configure the system, creating a dedicated flow for each type of case and integrating it with your tools, such as CRM. We offer two implementation models – cloud-based (SaaS) or on-premises – each of which includes comprehensive training for your team and full technical support after launch, ensuring a smooth and effective implementation.
Why is it worth working with us?
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AI Case Management Altar – process automation
In every growing company, there comes a time when managing customer matters using email inboxes and spreadsheets is no longer sufficient. Lack of transparency, lost requests, and missed deadlines are a surefire way to lose customer trust.
AI Case Management (AICM) from Altar is a solution designed to bring order, automation, and full control to back-office processes. Our system is a process engine (BPM) that manages the entire life cycle of each case – from registration, through all stages of implementation, to successful closure. AICM, acting as a complement to CRM and Contact Center systems, guides users step by step through a defined flow, ensuring that no task is overlooked. Using artificial intelligence, the system automatically analyzes the content of requests and prioritizes them, reducing the time to first response by up to 50%. Implementing AICM brings concrete, measurable results. For our customers, the percentage of cases resolved on time (SLA) increases from 70% to an impressive 95%, and the productivity of each employee increases by 30%, allowing them to handle more tasks without expanding the team. Most importantly, the number of cases “lost” in the process drops to virtually zero. Managers gain a powerful tool for monitoring team performance and workload, allowing them to make decisions based on hard data.
As a software developer, we offer AICM in flexible models (SaaS or on-premises) and guarantee full alignment with your company’s unique processes.