Short answer
All requests — from e-mail, website forms and chat — are collected in one place; AI sorts them by topic and urgency, drafts a reply and creates a task in the CRM for the responsible employee. AI can answer typical questions straight away and hands the complex ones to a person.
The problem
Requests come in through different channels, some get lost in e-mail, the customer waits days for an answer, and the manager can’t see how many requests there are or how they’re being handled.
The solution, step by step
- One channel — e-mail, forms and chat end up in one system (often a CRM).
- Sorting — AI determines the topic (price, order, complaint, technical question) and urgency.
- Enrichment — the system finds the customer, their orders and previous communication.
- Reply — for typical questions AI drafts an answer; depending on the settings, it’s sent straight away or after approval.
- Task — complex cases go to the responsible employee with the full context.
- Overview — you can see how many requests there are and how quickly they’re resolved.
What the customer and the company gain
The customer gets an answer faster, and employees spend their time on questions where they’re really needed. If you want requests to be handled on your website too, see the difference between an AI agent and a chatbot.