Can AI Really Write Email Responses? Examining Accuracy and Capabilities Through Real Examples

“Does AI-powered automated response generation really work?” “Can it only produce template-like replies?”

Many of you may have these questions.

In fact, automated response generation using the latest AI technology can handle far more sophisticated tasks than you might imagine. In this article, we’ll thoroughly examine its capabilities and key implementation points by showing you actual samples of AI-generated responses.

First, Let’s Look at Real Examples

Seeing is believing. First, let’s introduce two real examples of what kind of response drafts the AI automated response generation function actually creates.

Note that the system introduced here combines LiveAgent, a software platform that converts customer inquiries from emails, calls, and messages into organized digital tickets, helping support teams track and resolve issues systematically, with FlowHunt, which is also utilized in SmartWeb’s construction services. It handles not only emails but also inquiries from contact forms and SNS, creating equally high- precision response drafts across all reception channels.

【Example 1】Handling Complex Technical Inquiries

Customer Inquiry Content:From Mr. Yamada at XX Corporation, we received detailed questions regarding consideration of AI chatbot plan implementation:

• Minimum required content volume (number of FAQ items, knowledge base pages, character count guidelines)
• Recommended content volume and industry-specific differences
• Learnable content formats (PDF, Word, Excel, etc.)
• Feasibility of importing existing website FAQ pages
• Initial implementation accuracy and feasibility of gradual content increases
• Implementation possibility with current content holdings (approximately 50 FAQ items, approximately 100 manual pages, approximately 200 inquiry cases)

AI-Generated Response:The AI accurately understood these multiple questions and automatically generated the following structured reply:

1. Regarding Minimum Required Content VolumeClearly responded that the customer’s current content volume (approximately 50 FAQ items, approximately 100 manual pages, approximately 200 inquiry cases) is sufficient for implementation

2. Regarding Recommended Content VolumeWhile explaining differences by industry and use case, conveyed that effective operation can be expected with the customer’s content

3. Regarding Content Formats- File formats such as PDF, Word, Excel

   • Website FAQ pages, LiveAgent knowledge base
   • YouTube videos, audio content
   • Automatic acquisition and periodic updates via URL Retriever

   Specifically listed these options and clearly indicated that importing existing FAQ pages is possible

4. Regarding Initial Accuracy and Gradual OperationExplained that gradual implementation is possible Proposed starting with necessary functions and gradually expanding the scope of utilization

5. Introduction of Implementation ExamplesPresented specific results from CVFR Travel Group (first contact resolution improved by 28%, response time reduced from 1 hour to 20 minutes) Suggested detailed guidance through free consultation

6. Provision of Reference URLsAutomatically attached links to four related knowledge base articles

Key Points of This Example:

Accurately Understanding Multiple QuestionsThe customer’s inquiry contained 6 major items and multiple sub-items, but the AI understood all without omission and created a structured reply.

Responses Tailored to Customer SituationBased on specific numbers like “approximately 50 FAQ items, approximately 100 manual pages,” it achieved individualized response judging this as “sufficient for implementation.”

Natural and Polite Business DocumentRather than template-like standard text, it generated polite and specific responses in natural Japanese appropriate to the situation.

Actual Email Sample (Click for details)

【Example 2】Sincere Response to Complaint Handling

Customer Inquiry Content:From Mr. Yamada at XX Corporation, we received an urgent complaint regarding system malfunctions:

• Email inquiries not automatically converting to tickets (approximately 30% conversion rate)
• Completed ticket statuses automatically reverting to “unresponded”
• SNS inquiries being double-ticketed
• Receiving complaints from multiple customers
• Discrepancy from advertised “zero response gaps” and “unified management”
• Requesting reply within today

AI-Generated Response:The AI understood the seriousness of this complaint and automatically generated the following sincere response:

1. Recognition of Problem SeverityClearly positioned as “critical malfunction affecting system fundamentals” Expressed recognition of serious impact on customer operations

2. Explanation of Support StructureExplained dual support structure from developer and own company Indicated rapid response posture

3. Current Response StatusExplained that cause investigation is underway with highest priority Reported progress of emergency response by technical team Provided real-time status page (https://status.liveagent.com/)

4. Proposal of Temporary WorkaroundsManual ticket creation for important inquiries Manual management of completed ticket statuses

5. Future Response PlanPromised communication of detailed investigation results and recovery timeline within today Also announced proposal of permanent recurrence prevention measures

6. Expression of Apology and SincerityClear apology stating “we sincerely apologize” Expression of empathy from customer’s perspective

Key Points of This Example:

Accurately Understanding Situation SeverityRecognized this not as mere malfunction report but as emergency situation with severe impact on customer operations, creating appropriate response draft accordingly.

Concrete and Practical ProposalsRather than just abstract apologies, specifically presented temporary workarounds and future response plans.

Human-like Empathy and SincerityThe sincerity of the text, written from the customer’s perspective, is hard to believe was AI-generated. Rather than formulaic apologies, it’s written in an appropriate tone suited to the situation.

Features of AI-Powered Automated Response Generation

1. Simultaneous Understanding and Processing of Multiple Questions

Traditional automated reply systems were limited to returning one answer to one question. However, modern AI systems:

• Simultaneously understand multiple question items
• Structure appropriate responses to each
• Automatically supplement related information
• Provide individualized responses suited to customer background and situation

In Example 1, it automatically generated a comprehensive structured response to a complex inquiry containing 6 major items and multiple sub-items without omission.

2. Appropriate Tone and Content Based on Situation

AI doesn’t just return information but:

• Judges inquiry urgency
• Selects appropriate business document tone
• Provides sincere apologies and concrete countermeasures for complaints
• Offers detailed yet understandable explanations for technical questions

In Example 2’s complaint handling, it understood situation severity and created responses with appropriate structure: apology, current situation explanation, temporary measures, and future plans.

3. Utilization of Rich Knowledge Base

AI automatically extracts related information from pre-learned content:

• FAQs, manuals, past inquiry cases
• Website FAQ pages
• YouTube videos and audio content
• Regularly auto-updated latest information

In Example 1, it automatically cited specific numbers from implementation examples and four related knowledge base articles.

4. Support for All Reception Channels

Centrally manages inquiries from all reception channels—email, contact forms, SNS (Facebook, Instagram, X (Twitter), etc.), phone, chat—creating response drafts with the same high precision.

5. Automated Spam Filtering

Automatically identifies not only common spam but also sales emails, preventing unnecessary response draft creation. This allows staff to focus only on truly important inquiries.

Real Implementation Results

Companies that have actually implemented AI-powered automated response generation report the following results:

CVFR Travel Group Case Study

• First Contact Resolution: Improved 28%
• Response Time: Reduced from 1 hour to 20 minutes

Thus, AI-powered automated response generation is not merely “reply automation” but simultaneously achieves improved customer satisfactionand dramatic operational efficiency improvements.

Operational Considerations and Best Practices

Tasks Suited for AI vs. Human Handling

Tasks Suited for AI:- Responses to routine questions (FAQ, manual verification, etc.)

• Information provision (shipping status, business hours, pricing information, etc.)
• Initial inquiry responses
• Automated replies outside business hours

Tasks Requiring Human Handling:- Cases requiring complex negotiations

• Complaint handling requiring particular emotional consideration
• Highly individual special requests
• Important decisions involving contracts or amounts

In Example 2’s complaint handling, while AI created an appropriate initial response draft, having human staff perform final confirmation before sending for such important cases achieves perfect handling.

Frequently Asked Questions (FAQ)

Q1: How natural are AI-generated emails?A: As shown in the examples, using the latest LLMs can generate text as natural as human-written. The level is sufficient for business emails.

Q2: How much content volume is needed?A: While it depends on desired response level, implementation is possible with approximately 50 FAQ items and approximately 100 manual pages. As mentioned in Example 1’s response, gradually increasing content is also possible.

Q3: What content formats are supported?A: The following formats are supported:

Q4: Is there risk of incorrect replies?A: Risk cannot be reduced to zero. Therefore, we recommend the following operations:

• Human final confirmation for important content
• Automatic recording of AI response history with continuous improvement
• Gradual implementation starting with routine content

Q5: Can it be used alongside existing email systems?A: Yes. Many customer response systems can integrate with various email systems. You can use your current email address while utilizing AI auto-reply.

Q6: Does it support multiple languages?A: Yes, flexible language support is available. Configuration enables operations such as:

• English inquiries → Create response draft in Japanese
• English inquiries → Create response draft in English
• Support for 100+ other languages

Furthermore, using LiveAgent’s AI Response Assistant Function, you can utilize ChatGPT-powered writing style adjustments and translation features. This enables more natural and appropriate multilingual support.

Q7: Is post-implementation support available?A: Yes. We provide continuous support from specialized staff. Support is always available for FAQ additions/updates, operational method consultations, etc.

Summary: Business Transformation Through AI-Powered Automated Response Generation

As demonstrated in the examples, modern AI-powered automated response generation:

High- Precision Handling of Complex InquiriesAutomatically generates structured and accurate responses even for inquiries containing multiple questions

Sincere Handling of ComplaintsCreates response drafts with appropriate tone even in situations requiring emotional consideration

Overwhelming Efficiency Through Integrated SystemDramatically improves operational efficiency by completing everything from reception to reply across all channels—email, contact forms, SNS—in one system

Automated Spam FilteringAutomatically identifies not only common spam but also sales emails, preventing unnecessary response draft creation

24/7 Immediate ResponseNever keeps customers waiting, even outside business hours or on holidays

Gradual Implementation and Continuous ImprovementCan start with minimum content and improve accuracy while operating

Rather than mere “template replies” or “automated standard message sending,” it automatically generates customized response drafts tailored to each individual customer’s questions.

That is modern AI-powered automated response generation.

For those who questioned “Does AI-powered automated response generation really work?”, we hope viewing these real examples has helped you understand its true capabilities.