AI Customer Support Automation

Description

Our support inbox takes about 400 emails a day. Roughly half are routine and answerable from existing documentation; the rest need a person who knows the product. Right now everything queues together and the routine mail buries the difficult mail. We want triage first, drafting second. Classify incoming email by topic and urgency, route it to the right queue, and draft a reply for the routine categories that an agent reviews and sends. We are not looking to send automated replies without a human in the loop — not yet, and not without seeing months of accuracy first. Integration is with Front and our internal order system.

• Classify inbound email by topic and urgency, and route to the correct Front queue
• Draft replies for the routine categories, pulling order details from our internal system where relevant
• Keep a human approval step on every outbound message
• Track how often drafts are sent unedited, edited, or discarded — that number decides what we automate next
• Handle threads: a reply on an existing conversation must not be classified as a new ticket

• Triage and routing live in Front
• Draft generation for the agreed routine categories
• Weekly report on draft acceptance rates by category
• Documented process for adding or retiring a category