Hive AI
Dynamic routing of incoming customer emails Agent
The agent streamlines customer service by classifying incoming emails, gathering missing details, and updating cases automatically. It reduces manual work, improves response times, and ensures consistent, high‑quality case handling. The agent also supports employees with clear recommendations and structured workflows, making complex tasks simpler and more efficient. Business challenge:
The customer receives a large number of emails every day and has a specialised support team that must manually read, classify and process these emails.
Many emails are request‑driven (support, claims, order info) and often require follow‑up questions to the customer before the information can be entered into Dynamics CE.
Core Features:
The solution automates the classification and routing of incoming customer emails using Power Automate, AI Builder, and Foundry models.
- Automated email classification – Emails are scanned through a shared mailbox. The Agent classify the type of request and evaluate its content.
- Based on the classification, the Agent sets the right category in CE
- Automatic record creation – Once classified, the information is added into the correct Dynamics CE entity.
- The Agent evaluates its own classification every time and visualize its own classification as red, yellow, and green in CE.
Key benefits:
- Reduced workload for the support team
- Faster and more consistent case handling
- Less manual data entry in Dynamics CE
- Improved customer experience through quicker responses
- Increased accuracy in classifying and routing customer requests
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