Potential of an E-Mail Response Automation System

Abstract

An e-mail response automation system (ERA) tries to identify specific use cases within the body of an e-mail message. This is achieved with the help of artificial intelligence. Correctly classified e-mails are then forwarded to a process automation system, which takes care of all required system queries. Finally, the ERA bot creates a response template that is presented to an employee to guarantee service quality. In the thesis, an analysis of e-mail conversations highlighted where such an ERA bot could support employees.