Transforming customer support with AI-powered email knowledge mining, reducing response time by 85%
Supreme Delivery Systems, a regional logistics company managing 5,000+ daily deliveries, was drowning in customer support emails. Their customer service team was struggling to keep up with the volume of inquiries about delivery status, policy questions, and problem resolutions.
Over the years, the team had accumulated 500,000+ email threads containing valuable tribal knowledge—solutions to common problems, policy clarifications, and workarounds—but this information was locked away in individual inboxes with no easy way to search or retrieve it.
We built an AI-powered knowledge repository that mines their existing email history to create an intelligent support assistant, turning years of tribal knowledge into an instantly searchable resource.
Securely ingested 500,000+ historical email threads from their support system. Used NLP to extract question-answer pairs, identify common patterns, and categorize issues by topic (delivery issues, billing, policy questions, etc.).
Built a RAG system with semantic search that understands intent, not just keywords. Queries like "customer wants refund for late delivery" retrieve relevant past resolutions with similar context, even if worded differently.
Created a simple browser extension integrated with their email client. As agents type a customer inquiry, the AI suggests relevant past resolutions, approved responses, and policy references in real-time.
The system continuously indexes new support emails, automatically updating the knowledge base with new solutions and edge cases. Agents can flag particularly helpful responses for priority indexing.
All email data is processed and stored on-premise. Customer PII (names, addresses, tracking numbers) is automatically redacted during indexing, ensuring compliance with data privacy regulations while preserving the knowledge context.
Deployed in just 4 weeks with a pilot-first approach to ensure accuracy:
Audited email data structure, identified PII patterns for redaction, and established secure data handling protocols. Obtained necessary permissions and compliance approvals.
Processed historical emails, extracted Q&A pairs, categorized by issue type, and built the initial vector database. Quality-checked a random sample with senior support staff.
Built browser extension integrated with their Gmail workspace. Conducted user testing with 5 support agents, refining the UI based on their feedback.
Deployed to entire support team with hands-on training sessions. Established feedback channels for continuous improvement and accuracy monitoring.
What used to take 30+ minutes of searching now happens in under 5 minutes. Support agents have instant access to proven solutions from years of collective experience, delivered right when they need them.
"We were sitting on a goldmine of knowledge that was completely inaccessible. This AI system unlocked years of collective experience and made it instantly available to every support agent. Our response times have never been better, and customer satisfaction is at an all-time high."
Let's discuss how AI can transform your support operations.
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