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This work is licensed under a Creative Commons Attribution 4.0 International License.
AI-Driven Automation of Centralized Email Triage and SLA Management
Dr.T. Amalraj Victoire, S. Nithyalakshmi
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Abstract: As the number of digital messages increases companies have a problem with their customer support processes. This is where they sort through emails and decide how to answer them. When people do this job it can be slow. Cost a lot of money if they do not answer emails on time. The old way of doing things relies on people to look at each email and decide what to do with it. This can lead to mistakes and waste time.
In this paper we talk about a way to automate the process of sorting through emails and managing the rules that companies must follow to answer emails on time. Our system can look at emails understand what they say and decide what to do with them without anyone helping. It is like a first step in answering emails.
We built a system that uses a special computer program to understand what emails say. It can look at emails soon as they arrive and use special techniques to understand what the person who sent the email wants and how they feel. Then it turns these emails into tickets that the company can use to answer the emails. The system also makes sure that the company answers emails on time by tracking how long it takes to answer them and sending reminders if someone is running late.
We also made a website that customer support staff can use to answer emails. This website is very fast and easy to use so staff can answer emails quickly. Do not have to wait. By automating the process of sorting through emails our system helps companies answer emails faster makes sure that no important emails are missed and lets customer support staff focus on answering emails. This is a way to manage customer relationships using artificial intelligence.
Our system is a way to manage customer relationships. It uses intelligence to make the process of answering emails faster and more efficient. Customer support staff can focus on answering emails and the system takes care of the rest. This is an improvement, over the old way of doing things.
Keywords: Artificial Intelligence, Natural Language Processing (NLP), Email Triage, SLA Management, Workflow Automation.
In this paper we talk about a way to automate the process of sorting through emails and managing the rules that companies must follow to answer emails on time. Our system can look at emails understand what they say and decide what to do with them without anyone helping. It is like a first step in answering emails.
We built a system that uses a special computer program to understand what emails say. It can look at emails soon as they arrive and use special techniques to understand what the person who sent the email wants and how they feel. Then it turns these emails into tickets that the company can use to answer the emails. The system also makes sure that the company answers emails on time by tracking how long it takes to answer them and sending reminders if someone is running late.
We also made a website that customer support staff can use to answer emails. This website is very fast and easy to use so staff can answer emails quickly. Do not have to wait. By automating the process of sorting through emails our system helps companies answer emails faster makes sure that no important emails are missed and lets customer support staff focus on answering emails. This is a way to manage customer relationships using artificial intelligence.
Our system is a way to manage customer relationships. It uses intelligence to make the process of answering emails faster and more efficient. Customer support staff can focus on answering emails and the system takes care of the rest. This is an improvement, over the old way of doing things.
Keywords: Artificial Intelligence, Natural Language Processing (NLP), Email Triage, SLA Management, Workflow Automation.
How to Cite:
[1] Dr.T. Amalraj Victoire, S. Nithyalakshmi, “AI-Driven Automation of Centralized Email Triage and SLA Management,” International Advanced Research Journal in Science, Engineering and Technology (IARJSET), DOI: 10.17148/IARJSET.2026.135103
This work is licensed under a Creative Commons Attribution 4.0 International License.