Email-to-Case AI Solution
What if every email case could move forward instantly—without manual triage, delays, or guesswork? With AI embedded at the very start of the process, unstructured emails and attachments are no longer a bottleneck, but the trigger for faster, smarter, and more scalable case handling.
Why this works
Email to case has always been a bottleneck with regards to process automation. A case would come in via email as a string of text with files attached. The agent would then have to manually work through the material and update the case manually, which takes time and effort. Using Salesforce prompt builder at the start of this process allows AI to handle the manual analysis of the case and the files removing the bottleneck of manual processing. This analysis is then the catalyst for moving the case forward in an automated way which was never possible previously.
Learnings so far
Every customer process is different, but the principal bottleneck remains the same. With our approach we confirm first and foremost that the model produces results before we move on to the next phase.
Bumps in the road during implementation
Making sure with the customer we have a common understanding of the role of AI and the expected results. AI is not deterministic so you cannot expect 100% success rate every time, but you can still achieve a high success rate.
What you’ve seen with customers
Once they see the results of what AI can deliver it opens up many use cases that they might have not thought of or considered before.
Email‑to‑Case has long slowed service teams down, but AI is changing that. Discover how organisations are turning unstructured emails into automated workflows, saving up to an hour per case and unlocking faster, smarter customer service.
Reach out to me:
Claus Riis Pedersen
Chief Sales Officer
claus.riis.pedersen@fluidogroup.com
Andrew Hainsworth
Director, Service Practice
andrew.hainsworth@fluidogroup.com
