Background
A global leader in specialty materials and industrial solutions was facing growing inefficiencies in managing high volumes of customer service emails. Disparate legacy systems, non-standardized responses, and a heavy manual workload led to slow query resolution and inconsistent customer experiences across business units.
Solution
Affine built an Agentic AI platform to automate email-based customer service with minimal human intervention. The solution featured: An automated email pipeline for ingestion, validation, content extraction, and response generation A multi-agent architecture for document insights and structured data retrieval A smart response builder that combined customer details, order status, and return information into a single, coherent reply A responsible AI layer ensuring secure routing, escalation handling, and compliance adherence Plug-and-play integration with SAP, Salesforce, and SQL-based systems Personalized, context-aware responses powered by sentiment analysis and customer history tracking
Impact
80% reduction in manual email processing time ~65% faster average ticket resolution 30–35% improvement in response accuracy and standardization Up to 40% increase in customer satisfaction (CSAT) across pilot regions 15–20% decrease in overall customer service operations cost