The goal sounded simple: make email communication smarter and more efficient for customer service teams. On closer look, however, you start to realize how many variables there are. We needed to create an AI that agents are comfortable using, build in knowledge base materials, and identify how best to streamline the process, accommodating different languages and cultures.

Building this AI tool required us to carefully consider all of these factors. It required an understanding of the back-end hardware as well as the limitations we had on the front-end, utilizing our legacy email platform.

Based on our takeaways from user testing, we were able to create a multi-faceted email tool that allowed for regeneration, simplify and custom prompting. We are currently doing further research into what expand could be and we're learning that configuration of a lot of these features depends on how strong your prompting is.