Short answer
AI reads incoming e-mails, determines their topic and urgency, extracts the key data (order number, amount, customer) and passes them to the right person or system. For typical questions it prepares a draft reply, which an employee only checks and sends.
What can be automated in e-mail
- Sorting — invoices go to accounting, complaints to customer support, orders to the sales team.
- Data extraction — order number, products, quantities, contact details.
- Creating records — a task in the CRM, an order in the system, a ticket in the project tool.
- Draft replies — for typical questions, in your style and with up-to-date information.
- Reminders — if an e-mail hasn’t been answered within a set time.
How it works
The mailbox is connected to an automation system. For each incoming e-mail, AI determines its type and extracts the data, and rules decide what happens next. In more complex cases an AI agent does this, checking information in your systems itself.
Control
Start in a mode where AI only suggests — it sorts and drafts — and a person approves. Once the accuracy has been verified, some actions can be allowed to run automatically.
More on customer communication: how to automate customer request handling.