InnoQA | AI Digitalization Solutions
AI-Powered Automated Email Management
Heraeus
Problem
Handling incoming B2B support requests involved a fully manual process. Emails were read, categorized, and routed by first-level support, with experts replying via Outlook after internal review. Repeated email loops, delayed handovers, and inconsistent follow-ups caused inefficiencies and high workload.
Solution
Implemented our custom AI assistant using an on-prem LLM-based architecture connected to Outlook. Incoming emails are processed through a listener, classified, and routed via CRM and ERP integrations. Risk-related content is flagged through automated analysis. Standard replies are auto-generated, while high-risk cases trigger alerts with suggested actions. Manual input is limited to critical cases, reducing effort and improving consistency.
