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Email Classification & Response Automation

80% of emails auto-handled with 2-hour response time

The Challenge​

Customer support and operations teams receive thousands of emails requiring:

  • Classification (refund, order issue, question, complaint)
  • Information lookup (order status, account info)
  • Response drafting
  • Routing to correct team
  • Follow-up tracking

Result: 24-48 hour response times, inconsistent answers, team overload

The Solution​

Automated Workflow​

Email Arrives → Classify → Extract Info → Look Up Data → 
Draft Response → Route for Approval → Send → Track Follow-up

Human involvement: Only for complex or sensitive cases

What Gets Automated​

Step 1: Classification​

  • Customer service (refund, complaint, question)
  • Sales inquiries (pricing, demo request)
  • Support tickets (technical issue, feature request)
  • Internal routing (HR, finance, operations)

Accuracy: 95%+ classification

Step 2: Information Extraction​

  • Customer name, order number, account ID
  • Issue description and sentiment
  • Urgency level
  • Required action

Step 3: Data Lookup​

  • Order status from database
  • Account information from CRM
  • Previous interactions
  • Product details

Step 4: Response Generation​

  • Draft contextual response
  • Include relevant information
  • Match brand tone
  • Add next steps

Quality: 90% responses approved as-is

Step 5: Routing & Approval​

  • Simple queries: Auto-send
  • Moderate complexity: Team lead review
  • Complex/sensitive: Manager approval
  • Escalations: Human takeover with full context

Step 6: Tracking​

  • Monitor response time
  • Track customer satisfaction
  • Identify patterns
  • Continuous improvement

Results​

Performance Metrics​

MetricBeforeAfterImprovement
Response Time24-48 hours2 hours95% faster
Automation Rate0%75-80%Full automation
Team Size15 agents5 agents67% reduction
Customer Satisfaction3.5/54.4/5+26%
Annual Cost$900K$300K$600K savings

Financial Impact​

For 10,000 emails/month:

  • Current cost: $30K/month (staff time)
  • Automated cost: $8K/month
  • Savings: $22K/month = $264K/year

Investment: $75K
Payback: 3.4 months
3-Year ROI: 1,050%

Industry Adaptations​

E-commerce​

  • Order tracking inquiries
  • Returns and refunds
  • Product questions
  • Shipping issues

B2B SaaS​

  • Technical support
  • Feature requests
  • Billing inquiries
  • Demo scheduling

Professional Services​

  • Client inquiries
  • Project updates
  • Proposal requests
  • Scheduling

Healthcare​

  • Appointment scheduling
  • Insurance questions
  • Prescription refills
  • Patient concerns

Configuration Requirements​

What You Provide:

  • 500-1,000 sample emails
  • Response templates
  • Classification taxonomy
  • Approval workflows
  • CRM/ticketing credentials

Timeline: 5-6 weeks to production

Investment: $60K-100K

Success Story​

E-commerce Company:

  • Volume: 10,000 emails/month
  • Timeline: 6 weeks
  • Automation: 75%
  • Savings: $500K/year
  • Customer satisfaction: 3.5 → 4.4/5

Ready to automate email handling?

Contact us → | Email: contact@recohut.com

Related: Process Automation Agent Overview →