Email AI Agent: emails read, classified and ready to handle
What does the Email AI Agent do with an incoming email?
Faced with a high volume of emails, the agent takes over sorting and prepares the drafting.
Understand the request
Classification
The agent analyzes the subject and body of the email, identifies the intent and priority, and detects up to 5 intents in a single email, with a confidence score.
Prepare the reply
Sourced reply
It drafts a proposal from the knowledge base and reply templates, and cites the sources used.
Leave control to the advisor
Human control
The advisor approves, adjusts or rejects the proposed reply, then sends it themselves.
The Email AI Agent is part of the AI Advisor Suite.
To support the advisor during the interaction, discover the Advisor AI Agent.
How does the agent process an email, step by step?
Each step uses just the model it needs, and two steps call no AI model at all.
Retrieve and read the email
No AI
The email is retrieved and read without calling an AI model.
Qualify the request
Classification AI
The topic and intent of the request are identified, with a confidence level.
Read the attachments
Vision AI
The document type and its key data are read, on a scan, a photo or a handwritten note.
Extract the data
Extraction AI
Numbers, dates and announced documents are picked up from the subject and body of the email.
Check and decide
No AI
Each value is compared with the email and the customer file. If there is a discrepancy or an unreadable document, the case goes to an advisor.
Write the reply
Writing AI
The reply is written from your knowledge base, with sources cited, for the advisor.
How does it fit into your CCaaS and your IT?
The agent integrates with your CCaaS through APIs and webhooks, without blocking processing: if the service is unavailable, your advisors keep handling emails by hand. An open API lets any tool able to call a URL launch the agent.
To prepare the project, read our article on integrating a mailbot into your customer service.
How do you keep control over the replies?
The advisor stays in charge: they can approve, adjust or reject every proposed reply, and they are the only one to send it.
Cited sources
The agent answers only from the sources authorized by the company and cites those it uses. When information is insufficient or contradictory, it declines to answer.
A suggestion mode
Suggestion mode leaves sending to the advisor. No automation is switched on without your explicit decision.
Protected data
The solution is hosted in France with Scaleway, within the EU, with no training on your data. No email is stored by DialOnce.
See our AI agents in action
Expected gains for your teams
−30%
Handling time
Reduction in average handling time thanks to automation
−25%
Turnover
Lower attrition thanks to greater job satisfaction
+20%
Productivity
More time spent by advisors on high-value tasks
FAQ
What is DialOnce’s Email AI Agent?
An AI agent (mailbot) that reads each incoming email, identifies the reason for the request and prepares the reply. The advisor keeps the decision.
What is a mailbot?
The mailbot is the former name of the Email AI Agent: an agent that analyzes each incoming email, identifies the customer’s intent and suggests a suitable reply. To understand the principle in detail, read the article What is a mailbot?
Does it replace advisors?
No. It prepares sorting and drafting, and the advisor approves, adjusts or rejects the proposed reply.
Who sends the reply to the customer?
The advisor. The agent prepares the reply, which the advisor approves, adjusts or rejects before sending it.
How does it fit into my CCaaS?
Through APIs and webhooks, without blocking processing: if the service is unavailable, emails continue to be handled by hand.
How do I know a reply is reliable?
It relies only on the sources authorized by the company, which it cites. The agent declines to answer when information is insufficient or contradictory.
Where is data processed and stored?
Hosted in France with Scaleway, within the EU, with no training on customer data. No email is stored by DialOnce.
What gains can I expect from the Email AI Agent?
The expected gains are a 30% reduction in handling time, a 25% reduction in turnover and a 20% increase in productivity. They depend on the scope deployed and the maturity of the knowledge base.