AI email support agent
An AI email support agent reads every incoming customer email, works out what the customer needs and replies with an accurate, on-brand answer drawn from your help centre, policies and order data. It resolves routine requests end-to-end, such as order status, refunds, address changes and account questions, and routes anything complex or sensitive to the right person with a summary and a suggested reply.
00/0
inbox coverage, including nights and weekends
00-00%
of tier-1 requests resolved without an agent
Consistent
tone and accuracy on every reply
The problem today
- Support inboxes build up overnight and at weekends, so customers wait hours or days for simple answers.
- Agents spend most of their time on repetitive emails that follow the same few patterns.
- Emails are misrouted between teams, and replies vary in tone and accuracy depending on who answers.
Who it is for
Customer Experience teams running support & operations who want the email support journey automated end-to-end.
The agent ships pre-trained on customer experience workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.
How it works
Train on your content
The agent indexes your help centre, policies, templates and past resolved emails.
Read and classify
Each email is tagged by intent, urgency, language and sentiment the moment it arrives.
Resolve or draft
Routine requests are answered and actioned automatically; others get a drafted reply for a person to approve.
Route and learn
Exceptions go to the right team with full context, and every approved reply improves future answers.
What the agent does
Intent and priority triage
Sorts every email by topic, urgency and sentiment so urgent issues surface first.
Grounded replies
Answers cite your own articles and policies instead of guessing.
Action-taking
Looks up orders, issues refunds, updates details and creates tickets through secure integrations.
Multilingual
Reads and replies in the customer's language with your brand tone.
Frequently asked questions
Does it work with our existing help desk?
Yes. It connects to common help desks and shared inboxes, so emails and replies stay in the tools your team already uses.
Can we approve replies before they are sent?
Yes. You can start with draft-only mode, where a person approves every reply, and switch topics to automatic once you trust the answers.
What happens with complaints or sensitive emails?
Low-confidence, negative-sentiment or sensitive emails are routed to a person with a summary and suggested reply.
Does it handle attachments?
It can read common attachments such as invoices, receipts and forms to pick out the details needed to resolve the request.
Related Customer Experience agents
Support & Operations · Voice Support
An agentic AI voice support agent answers your phone line in natural, human-sounding speech, understands what the caller needs and resolves it on the call. It handles common requests such as order and booking status, account questions, appointment changes and opening hours, collects details for anything it cannot finish, and transfers to a person with a summary so the caller never has to repeat themselves.
Read more about Support & Operations Voice Support agentSupport & Operations · Omnichannel Support
An agentic AI omnichannel support agent is one support agent that works across web chat, WhatsApp, email, social messaging, in-app chat and voice. It uses a single knowledge base and remembers the customer's history across channels, so a customer who starts on WhatsApp and follows up by email gets a consistent answer without explaining the problem again.
Read more about Support & Operations Omnichannel Support agentSupport & Operations · FAQ Automation
An agentic AI FAQ automation agent answers the questions your customers ask most, such as pricing, delivery times, opening hours, returns and account help, instantly and in their own words. Unlike a static FAQ page, it understands the question however it is phrased, answers from your approved content, and spots new questions your content does not yet cover.
Read more about Support & Operations FAQ Automation agent