A leading company in the energy sector faced a significant challenge: every day, the team received a large volume of emails and reports from customers that needed to be read, understood, and manually classified. This process was time-consuming, resource-intensive, and subject to the variability of human interpretation and classification criteria.
The main issue was that as the number of interactions kept growing, operators were under increasing pressure, increasing the risk of incorrect or inconsistent classifications. Without automation, optimizing the entire email communication management workflow became difficult. The solution had to integrate seamlessly with the company’s existing CRM, without disrupting current operational habits.
The company needed a tool capable of automating the classification of incoming emails—reducing time and error margins—without eliminating the value of human input. The goal was to offer operators an intelligent, integrated system that could assist them in validating or correcting AI-driven classifications, while maintaining full control over the process.
To meet this need, a custom Artificial Intelligence tool based on Google Gemini was developed and integrated within the company’s Odoo CRM system.
At the heart of the solution is an advanced AI model trained on real client data through a fine-tuning process. The system can automatically classify incoming emails into 20 distinct categories, returning the most likely classes for each message along with a confidence level.
Thanks to native CRM integration, operators can instantly view suggested classifications, confirm or adjust them, ensuring a guided, reliable, and supervised workflow.
The Results
Thanks to this solution, the time spent manually classifying emails was significantly reduced, easing the workload on operators and allowing them to focus on higher-value tasks. Removing the variability of human interpretation led to more consistent and accurate classification, improving overall service quality.
Moreover, the process is now fully traceable and transparent, offering detailed logs useful for auditing and ongoing process improvement.
A Scalable, User-Friendly Solution Ready for Growth
Customizing the AI model and integrating it with existing tools made this a scalable solution capable of adapting to high volumes of communication. It transformed a complex and error-prone activity into an efficient, transparent, and high-quality process.