Case Study
Global manufacturer uses an AI agent in email triage to cut effort by 70%
Industry
Function
Topic
Results
70%
Cut email triage effort by 70%
Speed
Sped RFQ-to-response handling at scale
CX
Materially lifted first contact resolution
Company Profile
Major global aerospace systems manufacturer, supplying critical airframe and aircraft-system components to commercial, military, and rotorcraft programs worldwide. Part of a publicly listed European aerospace and defense group, with multi-continent manufacturing and customer support footprints across Europe, Asia-Pacific, and North America. Operates under stringent aerospace certification and traceability regimes that make data accuracy and audit defensibility non-negotiable.
Challenge
Email volume outpaced manual triage across regions
Customer service teams were buried in email. Tens of thousands of inbound messages arrived each month across several shared mailboxes and multiple global sites, in multiple languages, all needing triage before anything could happen: was it a request for quote, a purchase order, a status check, a technical question?
Volume was rising without matching headcount, and delayed responses were producing follow-up traffic that ate into the same queue. The team needed to scale request handling globally without adding people to every site.
Solution
AI email classification, extraction, and routing
The firm deployed an AI-driven email classification capability layered onto an automation workflow platform. Inbound messages were classified by intent (RFQ, purchase order, status request, technical inquiry) regardless of language, then their attachments were extracted, validated, and routed to the right team in the right region with full audit traceability.
Manual triage volume dropped sharply, and customer follow-up emails fell as response cadence improved, and more inquiries were resolved on first contact. Customer-service time shifted from sorting inboxes to higher-judgment work like solution scoping and complex inquiry resolution. Data accuracy and consistency strengthened across regional handoffs.
Beyond the immediate gains, the classify-extract-route discipline produced the structured intent and attribute data that downstream agentic automation can act on directly, opening the door to broader customer-operations automation across the wider corporate group.
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