AI Agent for Customer Email Follow-ups

The organization consultants were burdened with the repetitive task of manually following up with applicants to collect required documents. Each case often demanded several email reminders, consuming hours of staff time and leaving room for human error. The process was not only inefficient but also led to inconsistent communication across different applicants and teams.

As the business grew and began handling applications from multiple countries, the volume of applicants increased—amplifying the problem. Consultants struggled to keep up with the growing workload, which led to delays in processing and affected overall service quality. Without a system in place to track and automate document submission status, valuable time was lost on follow-ups rather than higher-value tasks.

The lack of automation created a dependency on manual reminders and tracking through spreadsheets or CRM notes. This approach made it difficult to maintain visibility across active cases and often resulted in missed follow-ups or incomplete document sets, which in turn delayed approvals and affected client satisfaction.

To eliminate the inefficiencies of manual email follow-ups, an AI-powered email automation system was implemented and integrated with the existing CRM (Bitrix) and document storage platform (SharePoint). Once a new deal is created, the system automatically sends a personalized email to the applicant outlining the specific documents required. These initial emails are tailored to the application type and linked to a predefined checklist, ensuring clarity and consistency from the start.

The system continues to monitor document submission progress, automatically checking the checklist every two days. If any documents remain missing, it triggers polite follow-up emails without any manual input from the advisor. Once a document is submitted, the system updates the corresponding CRM record and securely stores the file in SharePoint. This end-to-end automation reduced the need for human oversight, increased data accuracy, and ensured a smoother experience for both applicants and internal teams.