Automated E-mail customer support
A custom-built E-mail support agent for Hungaroraft adventure travel agency that automates responses to general inquiries using a dynamic, Google Sheets-synced knowledge base.
Tech stack used in this project
Detailed Case Study
In the fast-paced world of adventure travel, being present across all communication channels is non-negotiable.
The Challenge
Hungaroraft faced a significant bottleneck in their customer service workflow: a high volume of repetitive, general inquiries arriving via email.
While the team wanted to maintain a high-touch, human feel for their travelers, the manual effort required to answer basic questions about trip details, bookings, and logistics was draining resources. The goal was to build an intelligent email solution that could handle these routine requests autonomously, allowing the human team to focus on complex booking scenarios and high-value customer interactions.
The Solution
We developed an AI Agent powered by Google Vertex AI, designed to act as the first line of defense for Hungaroraft’s inbox.
A Dynamic Knowledge Base for Business Owners
The core innovation of this solution is its accessibility. We connected a Google Cloud Storage database directly to a Google Sheets file. This allows the Hungaroraft team to update their agency’s knowledge base without ever touching code. Once a sheet is updated, the AI indexes the new information automatically, ensuring its “brain” is always current.
Intelligent Classification & Human-Like Responses
From a technical perspective, the system integrates directly with Gmail. Every incoming message is analyzed and classified. If the request is identified as a general inquiry covered by the knowledge base, the AI generates a tailor-made, human-like response.
The “Human-in-the-Loop” Exit Point
To prevent the “AI loop” frustration often found in automated systems, we implemented a clear escalation path. If the AI detects dissatisfaction or if the customer specifically requests a person, the process triggers an immediate handoff to a human operator. This ensures that while efficiency is the goal, customer satisfaction remains the priority.
The Impact
The implementation of the Vertex AI agent transformed Hungaroraft’s digital operations from a reactive bottleneck to a proactive service engine.
- 32% Reduction in Human Effort: Nearly a third of all support-related manual tasks were automated, freeing the team for more strategic work.
- 52% Increase in Response Speed: The rate of inquiries resolved in under 12 hours saw a massive jump, drastically improving the customer experience during the booking window.
- Seamless Management: Business owners can now manage their AI’s expertise in real-time via Google Sheets, providing total flexibility without developer intervention.
Technical Stack
- Google Vertex AI: For natural language understanding and response generation.
- Google Apps Script: To orchestrate the workflow between Gmail and the AI.
- Google Cloud Storage: For secure, indexed data hosting.
- Gmail API: For seamless communication integration.
- Google Sheets: As a user-friendly CMS for the AI’s knowledge base.
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