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Configuring general fields
This mailbox receives Renewal, Cancellation, and Admin requests which are occasionally Urgent. Communications Mining has been trained to recognize each of these concepts, and Communications Mining predictions can be used to triage the emails to the correct team by creating support tickets.
Since the policy number format is specific to this particular insurer, we configure the general field to be trainable from scratch. On the other hand, the insured organization is a type of organization, so we configure it to be trainable based on the built-in Organization general field. Finally, we notice that brokers don't always put their name into the email, so we decide to use the broker email address (available from the comment metadata) to look up the corresponding name in an internal database, rather than extracting it as a general field.
The table below summarizes these approaches.
| CONFIGURATION | WHEN TO USE | EXAMPLES |
|---|---|---|
| Trainable general field with no base general field | Most often used for various kinds of internal IDs, or when there is no suitable base general field in Communications Mining. | Policy Number, Customer ID |
| Trainable general field with base general field | Used for customizing an existing pre-built general field in Communications Mining. | Cancellation Date (based on Date), Insured Organization (based on Organization) |
| Pre-built general fields (not trainable) | Used for general fields that should be matched exactly as defined, where training would invite mistakes. | ISIN |
| Using comment metadata instead of general fields | Used when required information is already present in structured form in the comment metadata. | Sender Address, Sender Domain |
