Handle routine requests faster and relieve the burden on support.
Tools/platforms used
Result
Processing 50 to 100 email inquiries per day
Noticeably shorter reaction times
More capacity for complex support cases
Data protection compliant implementation with hosting in Europe
Initial Situation
The support team received numerous simple, recurring requests daily. Manual processing was time-consuming and repeatedly led to delays. The goal was to streamline processes without compromising established quality standards. Employees needed to be relieved of this burden so they could focus on cases requiring genuine expertise.
Implementation
A dedicated agent was developed for this purpose, which automatically checks and prepares incoming messages in the central functional mailboxes. The process remains familiar – employees retain the final say; the agent only handles the preliminary work.
- Development of an agent for the automatic evaluation of incoming emails
- Building a knowledge base based on previous answers and existing documents
- Checking emails directly in the shared mailbox
- Creating and saving a draft answer in the drafts folder
- Control by employees according to the four-eyes principle
Conclusion & outlook
The solution ensures faster response times, a calmer support environment, and more time for important issues. At the same time, it meets all data protection requirements. Thanks to its technical architecture, further systems and processes can be easily integrated in the future.
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