An A.I. agent sorts hundreds of emails a day

Project Overview

Who is Bouwunie?

Bouwunie is the umbrella organization for construction businesses in Belgium. Members can turn to it with questions about HR, marketing, sales and operational topics. One recurring challenge: the sheer volume of incoming emails on the general info@bouwunie.be address.

The problem

• Around a hundred emails a day on the info@ address
• Dozens of member questions a day through one shared mailbox
• Forwarding them manually took a lot of time
• Slow or incorrect routing to the right expert
• A heavy load on staff
• A need for fast, automatic email routing

Before moving to the A.I. email agent, we first gave both staff and management training and a workshop on using A.I. within the organization.

Project Delivery

The approach

For Bouwunie, we developed an A.I. email agent connected directly to the mailbox. This agent reads every incoming email automatically, recognizes the topic, matches it to the right expert within Bouwunie, and routes the message straight to the right person or department.

The A.I. agent is trained on examples of frequently asked questions, so it can flawlessly tell the difference between, say, marketing questions, member service, HR issues or technical questions.

During testing, the routing was continuously fine-tuned. The system now runs fully on its own and handles all incoming mail every day, without the office manager needing to step in. It's built entirely on Microsoft's own tools, through Power Automate, Copilot Studio and Azure.

Results

• Full automation of email distribution through the A.I. email agent
• Immediate recognition of email type and matching expert
• Example: marketing email? Filed automatically in the right folder. Member question? A draft reply gets prepared for the right expert.
• Central management of experts and areas of expertise
• Time saved, faster response, and fewer mistakes

By putting an A.I. email agent on the mailbox, Bouwunie has significantly improved its internal communication and workflow. Members get answers faster, staff save time, and the organization runs more efficiently.

Curious what an A.I. agent could mean for your email management? Get in touch with Flowkify.