AI at the service of customer communication

By the MyOverview team

9 May 2025

Reading time: 5 minutes

An unhappy customer waiting for an answer, an urgent request that gets lost in the flow, an exchange that lacks clarity… In the day-to-day reality of companies, e-mail management is far from being a simple communication channel: it’s a strategic lever for customer relations. At MyOverview, we’ve chosen not to treat this subject by halves. By integrating artificial intelligence into the heart of our platform, we enable our teams to transform each message into an opportunity to respond better, faster and with greater impact.

Manual email processing can quickly become a hindrance to operational efficiency, especially as volumes increase. Thanks to the AI built into MyOverview, each message is automatically analysed, prioritised and, if necessary, pre-written. This enables customer service teams to save precious time, while maintaining a high level of quality in their responses.

• Tone analysis: AI detects whether the e-mail is expressing frustration, urgency or a simple request for information, in order to adapt the tone and priority of the response.

• Suggested answers: For recurring requests, AI suggests pre-written answers that can be customised with a single click.

• Improved style: AI automatically reformulates your texts to make them clearer, more professional and more in line with your editorial guidelines.

Whether you’re in the process of understanding a customer need, formulating a response, or following a conversation, AI is with you all the time. It helps you avoid mistakes, respect your brand tone, and maintain consistent communication even in busy periods.

• When a discussion thread gets longer, it becomes difficult to keep an overview. AI simplifies this by automatically analysing exchanges with a customer and extracting :

• The key points discussed
• The general tone of the conversation (positive, tense, neutral, etc.)
• The next steps identified

This means that each employee can return to a file with an instant understanding of the context, without having to reread everything.

When a new e-mail arrives, the AI can draft an appropriate response in a matter of seconds. All you have to do is enter :

• The desired tone (professional, friendly, firm, empathetic, etc.)
• The length or level of detail expected in the response

So you can save time without ever sacrificing the personalisation of the exchange.

Even when you’re writing by hand, the AI stays by your side. Simply select your message, and let the AI :

• Automatically correct spelling and grammar
• Translate content
• Lengthen or shorten text as required
• Change the tone to better suit the situation or brand

It’s like having an editorial assistant who’s always available and always relevant.

The AI in MyOverview is not a gadget: it’s a performance accelerator. Its effects can be measured directly in the field:

• Reduction in average response time

• Improving customer satisfaction (CSAT)

• Reduced stress for teams

• Greater continuity in exchanges, even when there are changes between employees

MyOverview proves that intelligent automation can be combined with human quality. By making email management smoother, faster and more accurate, AI frees up time, clarifies exchanges and takes customer relations to a new level. It’s not a technical revolution: it’s a natural evolution towards more effective communication.