宣布于	生效日期	啊哈！主意
2025-04-07	-	啊哈！链接

In a future release, Genesys Cloud will add AI-powered intent and entity detection to Inbound Email Flows in Architect. This feature will allow organizations to automatically understand the purpose of incoming emails and take appropriate actions, such as routing messages to the right queue, opening support tickets, or sending automated responses with relevant details. Currently, Inbound Email Flows require manual rules or keyword-based logic to direct emails. With this update, AI will analyze email content to detect customer intents (for example, asking about a package status). This means faster responses, more efficient routing, and less manual effort for admins and agents.

For example, a utility company could detect when a customer submits a meter reading via email and automatically send it to the correct routing along with a confirmation response. A logistics company could recognize a support request about a lost package and create a help ticket while notifying the customer.

By integrating AI into Inbound Email Flows, Genesys Cloud makes email handling more efficient, reducing response times and improving customer satisfaction.