Multi- Agentic AI Drives 80% Drop in Manual Email Volume
Manufacturing, Customer Support, Agentic AI
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.
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
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
Recommended Case Studies
Talk to the experts!
