Automating a shared inbox: pre-sorting and answering emails with AI
5 min read
Short answer
A shared inbox such as info@ or service@ can be relieved considerably with AI: incoming emails are sorted by topic and urgency, assigned to the right person, key details are extracted, and draft replies are prepared for common requests. Nothing is sent until a person has checked it. Depending on the request, this saves a large share of handling time.
What does this mean for your company? Book an intro call
In many companies, the shared inbox is a place where working time disappears every day. Someone reads every email, works out who is responsible, forwards it, looks up the customer number and writes a reply that has been written in similar form a hundred times. With AI this becomes a process that takes the routine off your team and frees time for the demanding requests.
What happens in an automated inbox?
- Recognising: the AI reads every incoming email and recognises topic, sender and urgency, even with unclear subject lines.
- Assigning: the email is assigned to the responsible person or the right team.
- Extracting: customer number, order number or appointment are recognised and looked up in the system.
- Drafting: for common requests, a draft reply is created from your text templates and the data from the system.
- Approving: a person checks, adjusts if needed and sends.
Why drafts instead of automatic replies?
Because trust grows. At first your team sees every draft and quickly notices where the AI is right and where it is not. After a few weeks of stable quality, simple cases can be answered automatically: acknowledgements, status updates or sending documents. Anything involving commitments, prices or complaints stays with people.
What does it bring?
An example: 600 emails a month, 6 minutes each so far. If automation saves 3 minutes per email on average, that is 360 hours a year. On top come benefits that are hard to put a number on: faster replies, no forgotten emails, smooth cover during holidays.
What is needed technically?
- Access to the inbox via an interface, for example with Microsoft 365
- An AI model, ideally with processing in the EU
- A connection to your customer management or ERP system if data is to be looked up
- Your text templates and a few hundred real emails for testing
If the AI is to carry out several steps on its own, such as looking up data and creating tasks, have a look at AI agents for SMEs.
What about data protection?
Customer emails contain personal data. Conclude a data processing agreement with the AI provider (Art. 28 GDPR), look for processing within the EU and make sure your data is not used for training. Define how long data is stored and update your privacy policy. More in Using AI in line with data protection.
Julius Launhardt automates inboxes and enquiries in small and mid-sized companies, connected to the existing systems. More on the process automation page.
Frequently asked questions
Can the AI also answer emails on its own?
Technically yes. I recommend starting with drafts that a person approves. Once quality has held for weeks, simple cases such as acknowledgements or status updates from the system can be answered automatically.
Does this work with Outlook and Microsoft 365?
Yes. Common email systems can be connected via interfaces, Microsoft 365 as well as other providers. Your team keeps working in its familiar environment.
What happens to emails the AI cannot assign?
They go to a folder for manual handling. These cases are valuable: they show where categories are missing or rules need sharpening.
How long does setup take?
For an inbox with clear request types, usually a few weeks, including a test phase with real emails. It takes longer if data has to be looked up in several systems.