New Success Story:Email Triage Using AI

Every day, enersuisse processes several thousand customer inquiries via email. To reduce the workload on customer service staff and further improve the quality of response handling, we worked with enersuisse to enhance the existing email triage system with intelligent AI features. The solution automatically identifies customer concerns, generates concise summaries, and provides well-founded response suggestions based on the company’s existing knowledge base.

As part of the project team, we supported the design and implementation of the AI-powered email triage system, from the architecture phase through to integration into the existing system landscape. The result is an intelligent assistance system that provides targeted support to employees in their day-to-day work while also laying the groundwork for the gradual automation of additional customer service processes.