We are looking for an automated customer service solution to handle incoming emails to two of our websites. The inquiries are very simple most of the time and currently a simple copy and paste of responses will do for 95% of the emails. Currently we receive no more than 30 customer service related emails per day but this will increase as we launch more websites and increase traffic.
What we require:
-A solution that analyzes incoming emails and chooses the correct response to the email based on the information the customer provides
-If it doesn't know the correct response, the email is forwarded to customer service to respond to.
-A bid for a completed solution that works to filter 95% of the emails and respond correctly
-A detailed description of your recommended solution
We have attached an example of one inquiry the corresponding response that would be copied into the reply email. There are currently only 11 different canned responses that are sufficient in 95% of the inquiries. Obviously the language used in each inquiry is different so some intelligence is required and sometimes there is some gray area as to which response should be given. The solution should be "smart" enough to choose a response similar to a human response.
Also, we are definitely open to other ways of handling customer service such as asking customers before they send their email what they are contacting us about. We just need an automated solution for these simple kinds of responses.
Thanks, we look forward to your responses!