Wullschleger, Daniel2023-12-222023-12-222021https://irf.fhnw.ch/handle/11654/41012An 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.en330 - Wirtschaft11 - Studentische Arbeit