AI Email Assist Agent

For many utility companies, responding to a growing volume of online customer inquiries remains a manual and time‑consuming task for customer service representatives (CSRs). Reviewing requests, locating the correct forms, and gathering customer and billing information across multiple systems can significantly slow response times. The Azure‑based, GenAI‑powered Email Assist Agent streamlines this process by automatically analyzing web‑submitted customer inquiries, selecting the most appropriate response template, and integrating with customer, billing, and other enterprise systems to populate responses with personalized information. Powered by Azure OpenAI services, the Agent handles the time‑intensive work of searching for relevant data and documentation. With the heavy lifting automated, CSRs can quickly review and send accurate, context‑aware responses—dramatically improving efficiency. Organizations using the Email Assist Agent have reduced average handling time for online requests by 50%, enabling faster customer responses while freeing CSRs to focus on higher‑value interactions.