Every support email is read, tagged and sent to the right team within minutes

The AI reads each email in the support inbox, checks the order in SAP, tags the ticket in Freshdesk and assigns it to the team that can answer.

Used day to day by
  • Customer service agents
  • Order desk
  • Customer service head

How it runs with AI

The AI reads each email as it arrives, finds the customer, order and invoice in SAP and tags the ticket in Freshdesk by type and urgency. It assigns the ticket to the right team with a one-line summary and the SAP details attached, so the team starts on the answer straight away. Emails it is unsure about go to the support lead.

How it is done today

Customer emails land in one support inbox. A coordinator reads each one, looks up the order or invoice in SAP, decides which team should handle it and forwards it. Emails wait in the queue while the coordinator works through the ones before them, and some sit with the wrong team for a day before anyone moves them.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Picks up every new email in the support inbox

    Needs to know: Types of customer query

    In Freshdesk

  2. Step 2, AI

    Reads the customer, order and problem from each email

    Needs to know: Product list, Registered customers

    In Freshdesk

  3. Step 3, AI

    Checks the order and delivery in SAP

    Needs to know: Checks by query type

    In SAP S/4HANA

  4. Step 4, AI

    Tags the ticket and assigns it to the right team

    Needs to know: Team for each query, Urgency rules

    In Freshdesk

    Exception to step 4

    Sends it to the support lead when it is unsure which team fits

  5. Step 5, Person

    Calls the customer with the dispatch date the same morning

    In Freshdesk

What stays with a person

  • Calls the customer with the dispatch date the same morning

Apps in this example

  • Freshdesk
  • SAP S/4HANA

The same flow works with the apps you use.

This fits you if

  • Your support inbox receives more than 100 emails a day
  • One or two people read and forward every email today
  • Most answers depend on order, delivery or invoice details in SAP
  • Several teams handle queries, split by region or by type of query

What to watch for

  • Your support lead owns the list of teams and what each one handles, and updates it when teams or regions change
  • Emails the AI is unsure about go to the support lead. In the first weeks the lead also checks a sample of tagged tickets each day, and the instructions are adjusted from those corrections
  • The AI reads from SAP and writes only in Freshdesk, so orders and invoices stay exactly as your team left them
  • Credit notes, replacements and refunds stay with your teams. The AI sorts and summarises, and people decide what the customer gets

Read more

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