Teams receive hundreds of emails a day and manual triage consumes time and leaves requests unanswered.

What we automate

Automatic reading and categorisation of every email by topic (invoice request, complaint, cancellation, proof of payment, etc.), with configurable categories
Automatic actions per category, such as passing the request to the agent that handles it (orders, complaints), recording it in the ERP and replying to the customer, with everything else going to a person
Replies with real data from internal systems, such as the number of the order created in the ERP or the confirmed appointment with the invitation attached
The mailbox stays as it was, and each case shows which mailbox it came from
Every correction is counted, the agent shows where it still gets things wrong and the team teaches it the rule in words

Drastically less triage time and fewer lost or forgotten requests.

A large share of contacts are frequent questions that do not require human intervention, but that keep the team busy.

What we automate

Automatic answers to frequent questions, with data looked up in internal systems (order status, invoices, deadlines)
Smart assignment of each request to the right operator, based on resolution history, availability and workload
Escalation to a team member only when the case requires it
Applicable to any inbound channel (email, WhatsApp, ERP events)

Instant answers for the customer and a team free for the cases that require analysis.

An invoice request, a proof of payment or a contract cancellation means someone has to check the systems, act and reply to the customer.

What we automate

The invoice the customer asked for, looked up in the ERP and sent with the document attached
Proofs of payment forwarded to the collections team, recorded in the ERP against the invoice and acknowledged to the customer
Contract cancellations recorded and routed to the department in charge, with the next steps sent to the customer

The customer gets an answer straight away, and each request reaches whoever handles it.

Complaints are scattered across mailboxes and people, and some go unanswered.

What we automate

Each complaint classified by severity
Assignment to the manager with the highest resolution rate for that type of complaint, who decides what to do
Acknowledgement to the customer through the channel the complaint came in on
A record of each complaint, with the owner, the status and the resolution time always visible

No complaint is left without an owner or an answer.

Booking a delivery, an installation or a technical visit takes several rounds of emails and phone calls.

What we automate

Booking in the right calendar from the customer's request
Company rules applied to every booking, with requests outside the rules handed to the team
Changes and cancellations requested by the customer handled in the same way
Booking confirmation sent to the customer

Bookings are settled with fewer back-and-forth messages.

WhatsApp is now a central customer contact channel, but hard to manage manually at scale.

What we automate

Two-way conversations, where the platform starts contact from ERP events (e.g. a new lead) and replies to incoming messages
AI triage of incoming messages, gathering the context of the process (order and invoice data) before replying
Automatic replies in simple cases and escalation in the rest
Conversation flows designed per topic and configurable

Presence on the customer's preferred channel, without overloading the team.

Keeping the customer informed throughout each process is essential, but doing it manually is unsustainable.

What we automate

Automatic notices at the steps the agents handle, such as the order recorded and the appointment confirmed, changed, cancelled or reminded the day before
Multichannel sending by email, SMS and WhatsApp
Templates configurable per event type, with text personalised per customer
Batch sending from a system list, one message per item, with attachments such as the appointment invitation

Customers always informed and fewer follow-up requests to the team.

Metric	Before	After
Email triage time	2–4 hours/day	Automatic (exceptions only)
Answers to frequent questions	Hours	Immediate (24/7)
Unanswered WhatsApp messages	Frequent	Zero (everything logged)
Customer informed of request status	Manual/irregular	Automatic at the steps the agent handles
Invoices requested by the customer	Found and sent manually	Sent with the reply, from the ERP
Complaints without an owner	Some, scattered across mailboxes and people	None, handed to whoever decides

Communication and Customer Service Automation

Operational results.