Email-to-Case + AI : Salesforce Service Cloud Automation

Email2Case in Salesforce is compelling for allowing customers to leverage email while you streamline support with Service Cloud’s automation.

However, there are three key challenges:

• Lack of Context: Emails are entirely unstructured, so you don’t know what the case is about. Is it about a product, functional area (technical, financial, billing, sales, etc.), or something else? This context is missing until you review the email.

• One by One – Manual & Linear Process: Unless every email is read, there’s no intelligent way to prioritize, rank, or route cases automatically. You can use separate email addresses, but that defeats the purpose of a single support@ email experience.

• Hidden Customer Sentiment: You have no context about the end customer – their sentiment, frustration level, and if the email is an escalation, etc. – until you manually read and infer meaning, which can be subjective. Speaking of subjectivity, language barriers with a global customer base can further hinder understanding and appropriate email routing.