Triages incoming emails and handles customer support requests using AI
Industry
B2B & B2C Services
Scope
End-to-End
Duration
2 weeks/Ongoing
Stage
Scale-up
Introduction
Teams lose hours every week manually triaging support emails, answering repetitive questions, and routing messages to the right place. I build AI-powered support workflows that automatically classify incoming emails, retrieve accurate answers from your knowledge base, and respond instantly so your team can focus on real problems instead of inbox cleanup. This project demonstrates how intelligent automation can turn customer support into a fast, scalable system.
Challenge
Customer support inboxes fill up fast with a mix of real issues, simple FAQs, spam, and unrelated messages. Manually sorting and replying leads to slow response times, inconsistent answers, and burned-out support teams. As volume grows, scaling support usually means hiring more people, an expensive and inefficient solution for problems that are often repetitive and automatable.
Approach
I designed an AI-driven workflow that classifies every incoming email by intent, routes true support requests to an AI agent powered by OpenAI, and retrieves relevant information from a vector knowledge base using Pinecone. The system automatically labels handled emails and sends clear, context-aware replies, while ignoring non-support messages. This creates a reliable, low-latency support pipeline that can scale with demand.