I think this is where a combination of automation and human support can work particularly well. Not every email needs the same level of attention, and having agents manually sort hundreds of similar messages can waste a lot of time. When I looked into how quality assurance experts approach this problem, I found their idea of using AI to categorize incoming emails alongside trained agents quite interesting. The system can identify common types of requests, while agents deal with questions that require more context or a personal response. I would still avoid making the entire process automated, especially when customers are frustrated or the situation is unusual. A human should be able to review and change a suggested response when necessary. Another thing I like is keeping a record of the most common questions. Over time, those patterns can help improve the help center, product instructions, or automated routing. For me, the goal isn’t simply to answer more emails. It’s to reduce unnecessary manual work while keeping replies useful and natural. That seems much more sustainable when the inbox keeps growing.

• This topic was modified 2 days, 7 hours ago by  Matej.