For many customer support teams, email has become one of the hardest channels to manage. Volumes keep growing, requests are more complex, and messages arrive in heterogeneous formats, often multilingual, with attachments and multiple topics mixed in a single conversation.

In practice:

• Shared inboxes turn into invisible queues.
• Response times increase, especially during peak periods or seasonality.
• Teams spend a significant amount of time reading, sorting, understanding, and requalifying messages before they can even respond.

Static rules, filters, or basic workflows quickly reach their limits. They fail to understand nuance, break down when messages combine multiple requests, and require constant maintenance.

The result is chronic backlogs, misassignment, loss of context, and a gradual degradation of the customer experience. Without intelligent automation that truly understands message content, the situation only worsens.

Full analysis of incoming messages

The agent reads each message end to end, analyzes the text, detects the language, and interprets the overall context, even when multiple topics are included.

Deep understanding of intent and priority

It identifies one or more reasons for contact, evaluates urgency and complexity, and flags sensitive or critical cases.

Structured key data extraction

Customer references, order numbers, contract details, and attachments are automatically extracted, normalized, and enriched for use by business systems.

Autonomous handling or smart assignment

Depending on the situation, the agent:

• responds automatically to simple, recurring requests, or
• creates a structured ticket and assigns it to the right team or agent, with full consolidated context.

CRM synchronization and traceability

Every interaction is logged in the CRM or helpdesk, ensuring seamless continuity across channels and a unified view of the customer relationship.