FlowAI processes customer emails, marketplace tickets, and support requests automatically. It classifies each case, pulls relevant data from your logistics system, drafts a response in the right tone and language — and lets you approve with one click.
Hello,
I placed order #DE-29481 yesterday but I just realized I entered the wrong delivery address. Could you please update it to:
Bergstrasse 14
80331 Munich
Germany
The order hasn't shipped yet, so hopefully this is still possible. Thank you!
Best regards,
Thomas Berger
FlowAI recognizes the type of every case: address change, delivery delay, return, complaint, goods receipt clarification, general inquiry. No more manual sorting. Each incoming message is analyzed in real time and assigned a category with a confidence score, so your team sees a pre-sorted inbox the moment they open it.
The classification model learns from your specific case history. Over time, it gets better at recognizing edge cases and client-specific patterns. Multi-label support means a single email can be tagged as both "Return" and "Complaint" when both topics are present. Every classification is transparent — your team sees why the AI chose a particular category and can correct it with a single click if needed.
| Case | Subject | Classification | Conf. |
|---|---|---|---|
| #CS-4821 | Please change my delivery address | Address Change | 97% |
| #CS-4822 | Where is my package? | Delivery Delay | 94% |
| #CS-4823 | I want to return item #SKU-8812 | Return | 91% |
| #CS-4824 | Damaged item received - photos attached | Complaint | 89% |
| #CS-4825 | Goods receipt discrepancy for PO-2291 | Goods Receipt | 86% |
FlowAI automatically pulls relevant shipment data, order information, and customer history. Responses are based on real facts, not templates. When a customer asks "Where is my package?", FlowAI looks up the tracking number, checks the carrier status, and drafts a response that includes the exact delivery date and current location — all without anyone touching the keyboard.
The AI understands context across multiple messages. If a customer references a previous conversation or order, FlowAI connects the dots and includes the right history in its draft. Every data point in the response is linked to its source, so your team can verify the facts before hitting send. No hallucinated tracking numbers, no invented delivery dates — only real data from your systems.
What FlowAI can't confidently resolve goes to a human with full context. No falsely answered cases — when in doubt, the AI asks rather than guesses. Every case below your confidence threshold is automatically routed to the right team member, with a complete summary of what the AI found, what it considered, and why it did not auto-draft a response.
Escalation rules are fully configurable: set different confidence thresholds per case type, route specific categories to specialized agents, and define priority levels that determine response time targets. The escalated agent sees the original message, the AI's classification attempt, all linked data, and a suggested next step — so they can resolve the case faster than starting from scratch.
FlowAI responds in the customer's language — automatically detected. German, English, French, Turkish, and more. No need to assign language-specific agents or maintain translation tables. The AI detects the incoming language, drafts the response in the same language, and maintains the right tone for each market.
For cross-border 3PL operations, this is a game changer. A single support team can handle cases from Germany, France, and Turkey without any of them speaking all three languages. FlowAI handles the translation, your team handles the approval. And if the detected language is wrong, one click switches the draft to any other supported language instantly.
See how FlowAI handles incoming customer requests with intelligent classification, context-aware responses, and smart escalation — so your team focuses on what matters.