Chaos in your inbox? Customer complaints, orders, support requests – companies receive hundreds of emails every day. Without an intelligent system, it’s easy to lose track. Inquiries end up in the wrong department, are processed twice, or remain unanswered for too long. This wastes time and nerves – for both customers and employees.
With AI-powered email automation, these problems are a thing of the past. Messages and attachments are automatically analyzed, categorized, and forwarded to the right place.
From chaos to clarity: AI-powered email routing
Traditional forwarding systems often rely on very simple and rigid rules. But what happens when a message isn’t clearly assignable or contains multiple issues? That’s where artificial intelligence comes into play:
Automatic classification: AI uses keywords, patterns, and predefined rules to identify the type of email (e.g., support request, order, complaint) and assigns it to the correct category automatically.
Prioritization: Important emails are given priority, while less urgent inquiries are queued accordingly. Depending on the content, an email can automatically be marked as high priority.
Optimized forwarding: Replies can be routed back to the original handler – even if the email has been passed around within the company.
Smart attachment analysis:
Why content often matters more than the subject line
Not every email reveals its purpose in the subject line – key information is often hidden in the attachments. With AI-driven attachment analysis, these are scanned in advance and categorized appropriately. This includes:
Automatically recognizing document types (e.g., invoices, contracts, forms) and forwarding them to the correct department..
Extracting data from attachments – for example, reading and processing customer numbers or invoice amounts.
Analyzing images to detect elements like logos, signatures, or insurance claim details.
PRISM: More than email automation
LinkThat PRISM is our intelligent email routing solution. In addition to the previously mentioned features like classification, forwarding, and attachment analysis, PRISM offers a wide range of smart functionalities:
Email copies: Automatically sends copies to relevant departments when multiple teams need to be informed.
Duplicate detection: Repeated inquiries from the same sender are identified and handled accordingly.
Auto replies: PRISM can inform senders about the current processing status to reduce unnecessary follow-ups.
Service level monitoring: Tracks response times to improve efficiency and quality.
Autonomous processing: Automatically handles standard inquiries to relieve staff.
Compliance: PRISM meets all relevant compliance standards, including GDPR and the EU AI ACT.
Highlight: automatic tagging
For even more efficient business processes, LinkThat has placed a strong focus on automatic tagging. Historical content is automatically evaluated and categorized – no manual effort required. This applies to emails, mail, chats, and even calls.
As a result, searching for specific topics becomes fast and easy. You benefit from precise, topic-based reporting and intelligent archiving across all channels.
Is your email routing future-proof?
How efficient is your current email routing? Ask yourself the following:
How many emails still have to be forwarded manually?
Are there delays or duplicate processing of inquiries?
Do you have a clear prioritization system based on urgency?
How often do emails end up in the wrong department or remain unanswered?
Are you already using automation or AI to support your workflow?
If any of these questions gave you pause, PRISM could be the perfect solution for your business. Get in touch with us to learn how PRISM can optimally support you and your teams.