Email Case Resolution
Agentic automation that auto-resolves ≥40% of routine customer emails with policy-compliant decisions and full system updates, achieving median response time under 2 minutes with 24/7 coverage.
Challenge
Call centers receive thousands of routine emails about parts pricing, availability, RMAs, and order tracking. Agents jump between Outlook, legacy desktop ERP, web order portals, and carrier sites. Each inquiry takes 15–20 minutes, varies by agent, and stops after business hours—driving backlogs, cost, and lower CSAT.
The objective: auto-resolve ≥40% of routine emails with policy-compliant decisions and full system updates; achieve median response <2 minutes; enable 24/7 global coverage.
Solution: How AIP changed the operating model
Learning and setup
Powered by the Aftermarket Intelligence Platform (AIP), the agentic solution applied its Vision, NLP, Policy, and Predictive models. Training data came from historical emails and agent responses, SOPs and runbooks, screen recordings and annotated screenshots. This enabled the AI agent to recognize and interpret email subject and body, attachments PDF PNG, part numbers and SKUs, order IDs, RMA IDs, serial numbers, customer and account IDs, warranty codes, tracking numbers, carrier names, and priority flags.
Workflow orchestration
The Bruviti AI Agent running on desktop visually reads incoming emails from desktop email client, classifies intent, extracts key information, and chooses the correct path: price and availability, order status, RMA create or status, or shipment tracking. It further navigates CRM, ERP, Parts Portal, RMA portals, and carrier sites, using APIs where available and Vision-based automation for legacy desktop or web flows. Logic branches on policy—for example, expired warranty or account credit hold—while enforcing entitlement and audit requirements.
Execution and resolution
The AI agent ingests and deduplicates messages, classifies intent, extracts entities, validates entitlement and policy, and executes actions: fetch price and availability, check order or RMA status, create RMA with labels, or retrieve shipment status. It drafts a brand-safe response, updates ERP CRM, sends the reply, and logs a full audit trail to analytics. Low-confidence outcomes, missing data, or mismatched records are routed to human agents with prefilled context and suggested next steps.
