Cutting Customer Email Response Time by 98% Through Agentic AI Automation

Industry Overview

High-volume customer service operations often require agents to interpret incoming requests, retrieve information from enterprise systems, draft appropriate responses, and update CRM records. When these activities are performed manually, response times and operating costs increase as email volumes grow.

The Problem

The client was processing 300–400 customer emails every day.

Agents spent significant time reviewing emails, gathering information, drafting responses, and performing duplicate CRM updates. The workload reduced their capacity to focus on higher-value activities.

Manual drafting also introduced variations in response quality and accuracy, while information retrieval and CRM updates created bottlenecks that delayed customer responses.

Our Role

Ganit was tasked with deploying an AI-powered email response engine capable of automatically classifying incoming emails, generating context-aware responses, and updating SAP CRM while reducing manual effort and improving speed, accuracy, and consistency.

Methodology

Ganit developed InboxIQ, an Agentic AI-powered customer email management solution.

The platform automatically checks the customer-care inbox every five minutes, reads email content and attachments, understands customer intent, and classifies requests into five predefined categories while accounting for edge cases.

It extracts customer account numbers and other relevant information before retrieving required data from SAP CRM and the enterprise knowledge base.

Amazon Bedrock Agents and Knowledge Base are then used to generate context-aware, policy-aligned responses with consistent formatting.

The system also updates SAP CRM automatically, stores email data and attachments in Amazon S3 and DynamoDB, and produces weekly and monthly operational reports.

How It Works

Email Ingestion → AI Classification → CRM/Knowledge Base Data Fetch → Response Generation → SAP CRM Update → S3 Storage

The automated flow connects email ingestion, AWS services, Bedrock agents, knowledge retrieval, SAP CRM, storage, and human feedback into a single end-to-end pipeline.

Our Impact

Customer response turnaround was reduced from three working days to 30 minutes, delivering a 98% improvement.

The cost per email fell from INR 68 to INR 14, representing a 78% reduction.

The solution supports 300–400 emails per day while providing near-real-time categorisation, automated draft responses, enterprise integration, and reporting.