AI FORESXSUPPORT
Customer support in many companies relies on a shared email inbox, slowing response times and making it difficult to track customer issues.
AI FORESXSUPPORT by Fores Technology Group drafts replies based on real data from company systems. A human always approves the response, while each resolved case provides data for reporting and safe automation.
Key benefits that make the difference
Faster responses
Consistent response quality
Replies based on real data
Human oversight and final approval
Better visibility into customer requests
Data-driven automation
AI Agents for Customer Support with Human-in-the-Loop Oversight
Where is my order? Why was I charged for this? My order arrived damaged. These questions come into customer support every day, and operators answer them over and over again, one email at a time. That is exactly why we developed AI FORESXSUPPORT at Fores Technology Group.
The AI agent reads incoming emails and classifies them by category, urgency, and sentiment. It retrieves the necessary information from your systems and prepares a specific response with verifiable sources. The operator can approve the draft, edit it, or return it with a comment, and the AI revises it accordingly. Financial requests, complaints that could escalate, and sensitive cases always remain under human control.
Every operator decision is recorded in analytics. You can see how quickly you respond, what types of requests come in, and which responses are sent without changes. Automation can then be introduced gradually, but only where your own data shows it makes sense.
Technical background
AI Agents with Clearly Defined Roles
The triage agent classifies incoming emails and indicates its confidence in each classification. The drafting agent prepares responses, while the chatbot answers operators’ questions using the same data.
Responses Based on Real Data
The agents retrieve information from your systems through secure tools with restricted, audited access. They work with a separate copy of the database, keeping the production environment unaffected.
Reliable Security and Control
At launch, 100% of responses are reviewed by a human. The system detects attempts to manipulate the AI through email content, and every action taken by the agents and operators is logged.
Analytics Ready from Day One
Each case is recorded as a single row in an analytics table. The data can be connected directly to Power BI or another BI tool without additional transformation.
AI and Machine Learning
The system uses AI-based algorithms, primarily for pattern recognition, data categorization, and preprocessing of large volumes of data.
Data parsing and normalization
It automatically extracts and standardizes data from various Excel file formats, while removing irrelevant information.
Data Structuring and Integration
By integrating with SharePoint, it enables the creation of clear and structured data overviews.
Intuitive Workflow Automation
The intuitive UI ensures minimal need for user intervention, effectively eliminating lengthy onboarding and training processes.
To make the solution even easier to understand, the diagram below illustrates the entire process.
It shows the journey from an incoming email through response drafting and operator review to sending the reply and analysing the results in reports.
Where’s my package? For the 200th time
Monday morning, 214 unread emails, and the same question over and over: Where’s my package? See how one customer support team started responding faster with AI FORESXSUPPORT and, for the first time, gained real insight into what their customers care about.
For Every Company with a Customer Support Team
AI FORESXSUPPORT is designed for companies that handle large volumes of customer emails every day and want to respond faster, more consistently, and with a clear understanding of their customers’ concerns. Which industries can benefit from it?
Finance Departments
Processing reports, invoices, and financial statements.
IT Departments
Extracting and transforming data for further analytical processing.
HR Departments
Processing payroll, attendance, and HR statistics.
Sales & Marketing
Working with data from CRM systems and creating reports.
Manufacturing & Logistics
Processing data from supply chains, orders, and inventory management.
How is the implementation carried out?
Our customers are integral to every step, from analysis through development to delivery. Using an agile methodology, we seamlessly integrate evolving requirements that surface during the project lifecycle. We ensure long-term support while keeping you independent.
01.
Consultation
Analysis of current processes, data processing, identification of inefficient activities, and subsequent optimization proposal.
02.
Customization
Configuring AI FORESXTRACTOR to work with specific datasets, types of Excel spreadsheets, and company data infrastructure.
03.
Integration
Implementing the solution into your ecosystem, for example, by connecting to Microsoft SharePoint.
04.
Monitoring
Continuous improvement of the model based on your feedback and new patterns in the data.
Frequently Asked Questions About AI FORESXSUPPORT
Is there an AI tool that can draft responses to customer emails?
Yes. At Fores Technology Group, a Slovak IT company based in Bratislava, we developed AI FORESXSUPPORT for this purpose. It classifies incoming emails, retrieves information from your systems, and prepares a draft response for an operator to review and approve before sending.
Does the AI respond to customers automatically?
It retrieves information from your own systems, such as order management, shipment tracking, or CRM systems. The agent accesses only data relevant to a verified case and identifies the sources used in its draft, allowing the operator to verify every fact.
Is our data secure?
The solution runs on Microsoft Azure in the EU. Under Microsoft’s terms, your data is not used to train AI models. The agents do not work directly with the production database, every step is logged, and the system detects attempts to manipulate the AI through email content.
What insights does the analytics provide?
You can track the time from email receipt to response delivery, the volume of requests by category, and the proportion of responses sent without edits. This means decisions about what to automate are based on your own data.
Can the AI detect customer sentiment?
Yes. Along with category and urgency, the AI identifies the sentiment of every incoming email, whether the customer is satisfied, neutral or upset. Operators can see right away where a more careful response is needed, and heated cases that risk escalation always stay with a human. In the analytics, you can track how customer sentiment changes over time and which topics cause the most frustration.
Can the solution run on our own infrastructure?
Technically, yes, although we recommend a cloud-based deployment. Locally hosted models tend to deliver lower-quality results in Slovak and require costly hardware. We recommend testing their performance before making a decision.
Contact Us
Get in touch to schedule a meeting, and we’ll show you AI FORESXSUPPORT in action over a good cup of coffee. Send us a sample of your customer support emails, and we’ll prepare a solution tailored to your support team’s needs.
