AI-Powered B2B Communication Automation

Problem

Daily B2B customer-service inquiries were handled manually, creating delays, inconsistent processing and limited scalability. Incoming messages had to be reviewed, categorized and routed before domain specialists could act on them.

Solution

A custom AI assistant was implemented with an on-premise LLM architecture connected to Microsoft Outlook. An email listener receives incoming requests, classifies them and routes them through CRM and ERP integrations. Risk-related content is flagged through automated analysis. Standard replies can be generated automatically, while critical cases are escalated with suggested actions so employees remain responsible for sensitive decisions.

Technical flow

Technology and architecture components