AI-Powered Email Automation

01 · The Challenge

The inbox became the bottleneck

Every day the team received a mix of emails: sizing and stock checks, exchanges/returns, shipping timelines, drop questions, and collaboration requests. Replies were manual, sometimes inconsistent with the latest policies and product info, and response times spiked during busy periods.

02 · The Vision

Instant answers, still on-brand

Fattorino wanted faster customer service automation without losing the personal feel of the brand. The goal was clear: 24/7 response capability, always on-brand, always aligned with current policies, while keeping humans in charge for exceptions.

03 · The Solution

An email agent, plus a control room

Hidden Harvest implemented an AI customer support email agent that: understands context (order number, product, size, policies), pulls up-to-date information from approved sources, writes short, helpful, consistent replies in the brand’s tone of voice, and escalates complex cases to the team with a clean summary and suggested response.

To make the system manageable long-term, we built a dashboard where the client can: manage tone-of-voice rules, update knowledge sources and policies, and configure escalation logic.

04 · The Result

From hours to minutes

The inbox stopped being a bottleneck especially during drops. Routine questions were handled instantly and consistently, while the team focused on edge cases and community-first interactions.

• ✓Response time down: from hours to minutes
• ✓Team load down: fewer repetitive tickets, more focus on exceptions
• ✓Brand consistency and focus up: on-brand replies with current policy + product info