INCOMING MESSAGE
“Customer number 104821: Higher account fees have been charged since March. I don’t understand the notice. Please explain the change.”
AI & automation
← Platform overview
AI & automation
Less routine. More time for complex cases.
TurnFriendly identifies customer cases in emails and attachments and starts the appropriate processing steps. Your team reviews unclear inputs and stays in control of business decisions.
Inbox Automation · Product example
Turn messages into cases ready for your team.
Fields and assignment are configured to suit the process. Unclear incoming messages are routed for manual follow-up.
Your automation workflow
Your workflow sets the direction.
In the Process Designer, you connect AI recognition, data queries and actions. You define how customer and case data are assigned and when your team takes over.
Interactive look inside TurnFriendly · Process Designer
AUTOMATION STEPS · EXAMPLE CONFIGURATION
01
Extract text
→
02
AI routing
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03
Set fields
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04
Identify person
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05
AI field extraction
Sequence, routes, field values and search patterns are configured to suit the workflow.
AI processes email content and attachments read using OCR. Unclear inputs remain in the TurnFriendly inbox for manual review.
TurnFriendly Response
Get to the right response faster.
TurnFriendly Response drafts replies using the available case information. Your team reviews and completes them before sending.
Text modules and dynamic placeholders support the draft. Your team controls the content and approval.
Configured rules & bulk processing
Handle similar cases together.
Combine AI recognition with defined workflows and bulk functions for similar cases.
Automate familiar case topics
Categorization, responsibilities and next steps are prepared for a case topic. Processing can be partly or fully automated, depending on the use case.
Send interim updates in bulk
Keep customers informed about progress when handling many similar cases.
Which routine tasks could your team hand over?
Discuss a typical incoming request with us. Together, we identify suitable automation steps, required data and your team's responsibilities.
AI components are optional and quoted individually. AI usage is considered separately.