ARTIFICIAL INTELLIGENCE
AI-Powered Email Automation in Customer Service
Artificial intelligence played a key role in a project implemented by ALTEN Poland, supporting the analysis of customer emails and enabling automated, consistent, and brand-aligned response generation. Leveraging advanced large language models (LLMs), the system assessed customer sentiment and satisfaction levels, significantly enhancing service quality without requiring additional staffing.
The designed solution integrates with popular email systems, automatically retrieves messages, classifies their content, and generates ready-to-send response drafts. It also adapts the tone and style of communication to the company’s internal standards. Additional features such as recipient list management (whitelist/blacklist) were introduced to control which messages are processed, further improving the system’s efficiency. The entire implementation was hosted in the Google Cloud environment using Gmail API and Python.
Challenge
Ensure instant identification of messages from dissatisfied customers and automate appropriate responses without engaging the full customer service team.
Solution
Automated email handling with AI: sentiment analysis, response generation, tone personalization, and seamless integration with the client’s infrastructure.
Benefits
- Immediate detection of negative sentiment emails and prompt response
- Reduced manual workload and improved team efficiency
- Consistent brand communication tone
- Scalable solution for businesses of all sizes
- Enhanced customer service quality and user satisfaction
The Challenge and Its Impact on Users
One of the most pressing challenges faced by the ALTEN Poland team was the need for quick and accurate classification of emails signaling customer dissatisfaction. Traditional manual analysis was inefficient and time-consuming, leading to delayed responses and declining customer satisfaction. End-users, expecting swift communication, often experienced delays that negatively affected the brand’s image. The introduction of automation almost completely resolved this issue, enabling immediate system reactions to situations requiring intervention.
Tools and Technologies Used
The project was built using modern cloud tools and AI components. A critical element was the use of large language models (LLMs), which enabled understanding of message content and assessment of tone and emotional context. The solution was implemented in the Google Cloud environment, ensuring high availability, security, and scalability. Gmail API was used in the integration layer, allowing direct interaction with the client’s infrastructure. The business logic was developed in Python, offering flexibility and ease of maintenance.
Client and End-User Benefits
The solution delivered by ALTEN Poland provided measurable benefits to both the client and end-users. The client gained an efficient and reliable tool for automated email handling while reducing operational costs. A three-person team can now handle the email volume that previously required significantly more personnel. End-users receive fast, precise, and personalized responses, increasing satisfaction and improving brand perception. Moreover, automation allowed for better prioritization of communications, enhancing workflow organization and service quality.
