sales systems, matches them with corresponding invoices from the ERP
strategic and proactive approach to managing deductions. This marks a significant leap forward in how global CPG companies can leverage technology to protect their bottom line while maintaining strong customer relationships. Automating email communications to enhance efficiency and customer satisfaction GenAI-based custom emails for invalid deductions represent a sophisticated application of technology to refine the deductions management process for global CPG companies. This innovative approach leverages GenAI technologies to automate the creation and dispatching of customized emails to clients concerning invalid deductions. Below, we explore how GenAI consolidates information from disparate systems and personalizes communication for enhanced efficiency and customer satisfaction.
system, and aligns them with delivery proofs and contractual agreements that might be stored in a dedicated contract management repository or within the deduction management system. This cross-system information harmonization uses sophisticated data integration techniques and APIs to extract pertinent data seamlessly.
Customized email generation
After compiling all the relevant data, the GenAI uses NLP and ML algorithms to craft personalized emails for each invalid deduction case. These emails are not generic. They are tailored to address the specifics of each deduction and the recipient. The customization goes beyond just embedding the customer's name or the deduction amount. It also involves adjusting the tone, language, and content based on the customer's profile, past interactions, and the nature of the invalid deduction. In addition, the GenAI system can adjust the complexity and urgency of the message based on the follow-up sequence. The initial email may be informative and collaborative, focusing on presenting the facts and seeking clarification. If the issue remains unresolved, subsequent emails escalate in urgency, adapting their language and content to reflect the seriousness of the situation while maintaining professionalism and respect for customer relationships.
Consolidation of information across systems
The GenAI system starts by gathering necessary data from various internal platforms, such as ERP systems (SAP, MS Dynamics, HFM, etc), deduction management software (ICM or Highradius, etc.), sales databases, and contract management tools. In this data collection step, it is crucial to consider all relevant information before communicating with the customer. For example, the AI draws order details from
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