For many mid-sized and large companies, shared inboxes quickly turn into black holes: huge volumes, multilingual requests, attachments, and mixed topics.

Most teams rely on static rules, keyword triggers, or basic workflows but these rigid systems break down fast. They can’t interpret nuances in language or attachments, fail when customers mix topics in one message, and demand constant re-tuning every time a workflow changes. Instead of helping, they become fragile, hard to maintain, and leave gaps that only smart, context-aware AI can truly close.

The result: manual triage piles up, important requests sit in the wrong queue, and your backlog grows while SLAs slip.

Without smart, context-aware AI, you waste people-hours on reading, re-sorting, and fixing errors a drain on trust, speed and cost.

Understands context and intent

• It reads incoming emails, analyzes the text (including attachments if needed), and detects key elements: intent, topic, customer ID, sentiment, urgency level.

Extracts structured data

• It picks out relevant information: order numbers, contract references, customer account details — ensuring that every piece of context is captured automatically.

Creates and enriches CRM tickets

• Rather than just forwarding an email, the agent auto-generates a structured ticket, populates required fields (priority, category, tags), and includes relevant metadata.

Assigns to the right queue, team or person

• Using your business rules, the agent dispatches the ticket to the right department (e.g. Billing, Technical Support, Legal) — or even directly to the person responsible if the case is complex.

Escalates critical cases instantly

• The agent can flag anomalies or urgent requests that require immediate human review, ensuring nothing critical gets stuck in the system.