AI classifies, prioritises and answers emails automatically – so your team can focus on what matters. Far less manual email handling.
Email automation does not mean "robot replies". It means: smart classification, clean routing and personalised answers that genuinely help your customers.
No emails pile up – everything is automatically classified, prioritised and either answered or forwarded to the right person.
A consistent tone and correct information – without copy-paste errors, forgotten details or different answers depending on who replied.
Average response time under five minutes instead of hours or days. Customers no longer have to wait – at night and on weekends too.
Routine enquiries are handled automatically – your team focuses on complex cases, important customers and value-adding work.
100 or 10,000 emails a day – AI scales without additional staff. Peaks are absorbed effortlessly.
Response times, resolution rates, customer satisfaction – you see exactly what the automation delivers and where there is room to improve.
No emails pile up – everything is automatically classified, prioritised and either answered or forwarded to the right person.
A consistent tone and correct information – without copy-paste errors, forgotten details or different answers depending on who replied.
Average response time under five minutes instead of hours or days. Customers no longer have to wait – at night and on weekends too.
Routine enquiries are handled automatically – your team focuses on complex cases, important customers and value-adding work.
100 or 10,000 emails a day – AI scales without additional staff. Peaks are absorbed effortlessly.
Response times, resolution rates, customer satisfaction – you see exactly what the automation delivers and where there is room to improve.
The reality of email: the average member of staff spends a large part of their working day on email. Support teams handle a high volume of emails per day. Each email takes a few minutes – reading, understanding, researching, replying. With a hundred emails that is hours per day – just for email.
The result: overflowing inboxes, delayed answers, frustrated customers, stressed staff. And a large share of all emails are routine enquiries that require the same answers again and again.
With AI email automation: routine enquiries are answered automatically. Complex enquiries are classified, prioritised and routed to the right person with a draft reply. The result: far less manual handling, answers in minutes instead of hours.
Twelve core capabilities for more efficient email management and better customer service.
Emails are automatically sorted by topic, urgency, sentiment and responsibility. Enquiries, complaints, orders, cancellations – everything lands in the right bucket, with high accuracy.
Enquiries land automatically with the right contact – based on topic, language, customer history and availability. With all the relevant info and context from previous conversations.
Urgent enquiries are recognised and prioritised. VIP customers, complaints, legal topics and time-critical enquiries rise to the top. Automatic escalation when SLAs are at risk.
Routine enquiries are handled fully automatically with personalised answers: opening hours, status queries, FAQ topics, confirmations. Answered instantly, 24/7.
For more complex enquiries the AI creates a personalised draft with all the relevant information. Your team reviews it, adjusts if needed and sends with a click.
Automatic follow-up emails when there is no reply, reminders for open tickets, proactive status updates. No customer is forgotten.
Relevant data is automatically extracted from emails: order numbers, customer numbers, addresses, appointments, amounts. Transferred straight into your systems.
Attachments are automatically recognised, classified and processed: invoices, contracts, photos, documents. Integration with document processing.
Emails are automatically matched to the right customer, case or ticket. Customer history is instantly available. No data silos.
Replies are checked for completeness, tone, spelling and accuracy before sending. Brand guidelines are followed. No embarrassing mistakes.
AI recognises the mood in emails: frustrated, satisfied, neutral, urgent. Annoyed customers are prioritised and handled with particular care.
Volume, response times, resolution rates, frequent topics, customer satisfaction – all your KPIs at a glance. Spot trends, optimise processes.
| Aspect | Manual handling | With AI automation |
|---|---|---|
| Average response time | 2-24 hours | Under 5 minutes |
| Handling per email | A few minutes | 10-30 seconds |
| Availability | Office hours | 24/7/365 |
| Consistency of answers | Varies by member of staff | 100% consistent |
| Classification accuracy | Human error possible | High, automatic |
| Scalability | Linear with staff | Unlimited |
| Cost per email | High | Minimal |
From customer service to HR – automated email processing for every department.
From analysis to live operation – typically within a few weeks.
We analyse your email volumes, topics, typical enquiries and existing processes. Which emails come in most often? Where is the biggest automation potential?
Classification rules are defined, reply templates created, routing logic configured. The system is trained on your email history.
Connection to your email system (Microsoft 365, Google Workspace, helpdesk). Extensive testing with real emails. Fine-tuning of classification.
Start with one area or mailbox. Parallel operation, comparison with manual handling. Training of staff.
Full productive launch. Continuous learning from corrections and feedback. Expansion to further mailboxes and use cases.
The possibilities are many: automatic classification, smart routing, draft replies, fully automatic answers. But which solution fits your email volume? We offer no theoretical lectures – instead, a hands-on assessment of where you stand.
3 hours • remote or on-site • incl. preparation
Clarity on how AI can automate your email processes.
Detailed answers to the most important questions.
AI email automation covers several functions: classification – emails are automatically sorted by topic, urgency and responsibility (enquiry, complaint, order, etc.). Routing – enquiries land automatically with the right contact. Data extraction – relevant information (order numbers, addresses, appointments) is extracted. Automatic replies – routine enquiries are answered fully automatically. Draft replies – for more complex topics the AI creates a draft for review. Prioritisation – urgent and important emails are highlighted. The result: far less manual handling, answers in minutes instead of hours.
Yes, for standard enquiries the AI can reply fully automatically: FAQ topics – opening hours, prices, delivery times, return conditions. Status queries – order status, delivery status, ticket status. Confirmations – acknowledgements, appointment confirmations. Simple enquiries – contact details, directions, product info. For more complex topics the AI creates a personalised draft that a member of staff reviews, adjusts if needed and sends with a click. You define which email types are answered fully automatically and which with human review.
Training happens in several phases: 1) Initial training: we analyse your email history (typically 1,000-10,000 emails) and train the system on your specific categories and answer patterns. 2) Rules: you define classification rules, routing logic and reply templates. 3) Continuous learning: after go-live the system learns from corrections and feedback. When a member of staff corrects a classification, that goes back into training. 4) Feedback loop: regular review of results and optimisation. The more emails are processed, the more precise the classification becomes – typically reaching high accuracy after a few weeks.
The common email systems and helpdesk tools are supported: email – Microsoft 365/Outlook, Google Workspace, IMAP/SMTP-based systems. Helpdesk – Zendesk, Freshdesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud. Ticketing – Jira Service Management, ServiceNow, OTRS. Integration is via APIs, connectors or email forwarding. For systems without a direct API, integration via middleware (Zapier, Make, n8n) is often possible.
Data protection and security are the top priority: encryption – TLS in transit, AES-256 at rest. Hosting – EU data centres (GDPR-compliant) or on-premise at your site. Access control – role-based; not everyone sees everything. Data minimisation – only necessary data is processed and stored. Retention periods – automatic deletion after defined periods. Audit trail – all processing is logged. We clarify the security requirements up front and document everything for your compliance department.
Implementation time depends on scope: a basic setup is ready very quickly. A standard setup takes several weeks. An enterprise setup takes correspondingly longer. We recommend starting with a pilot area (e.g. the support mailbox), showing value quickly and then expanding step by step.
The cost depends on complexity (mailboxes, integrations) and email volume. The implementation pays for itself very quickly. Add the qualitative benefits: faster answers, higher customer satisfaction, relieved staff. In a free initial consultation we put together a no-obligation quote for you.
Yes, self-service is an important principle: admin interface – adjust classification rules, edit reply templates, change routing logic. Review interface – check emails, make corrections, give feedback. Analytics – monitor volume, response times, classification accuracy. We train your team in its use and are available for more complex changes. After implementation you are not dependent on us.
"Email overload is one of the biggest productivity problems in companies. AI can deliver real relief here."
The KIKOM team around Markus Kirchmair supports companies in automating their email processes – from classification through to automatic replies.
AI fundamentals, tools and regulation explained clearly.
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