Summary
A leading financial services firm serving prominent Wall Street hedge funds faced growing inefficiencies in managing high volumes of customer service emails related to investments and portfolios.
Sonata deployed its AgentBridge multi-agent AI orchestration framework, integrated with Microsoft Dynamics 365, to automate email triaging, response generation, and human-in-the-loop validation. The solution reduced manual workload by 50–70% and accelerated response turnaround time by 4X, enabling scalable and governance-driven operations.
Customer overview
Leading financial services firm, serving leading Wall Street Hedge Funds.
Pressure points
The client’s customer service operations were heavily dependent on manual email handling for investment and portfolio-related queries. As email volumes grew by 12–15% year-over-year, the existing process became increasingly inefficient and difficult to scale.
30–40 employees manually managed inboxes, leading to inefficiencies and response delays
Microsoft Dynamics 365 was available as the CRM but not integrated into the email response process
Manual efforts were non-scalable as the email volume grew by ~12-15% YoY basis
The client sought to automate email workflows, improve accuracy, reduce turnaround times, and enable scalability – all while ensuring compliance and governance.
Solution highlights
Sonata implemented AgentBridge, its multi-agent AI orchestration framework, to transform the client’s email management process. The solution established an AI-driven workflow foundation capable of understanding email context, classifying requests, and orchestrating intelligent responses.
Specialized AI agents used:
Triage agent
for intent, urgency, and priority classification
Response agent
to generate personalized, context-aware email replies using LLMs
Approval agent
for human-in-the-loop (HITL) validation of sensitive cases.
Seamless integration with Microsoft Dynamics 365 enables the retrieval of customer history and transaction records to ensure context-aware, personalized responses.
Solution architecture
- The system reads the email subject and body to understand the requested action (query, information, or transaction).
- Emails are classified based on their content into different categories (e.g., transaction-related, account inquiries) using a lightweight LLM model.
- If the action can be auto-resolved, the system sends a reply email. If human intervention is required, it escalates the email for manual handling.
Benefits of the solution
Improved operational efficiency across customer service teams
Faster, more accurate responses to investment-related queries
Enhanced governance with structured human-in-the-loop validation
Modular solution sets the stage for expansion into chat assistants and document processing
Enabled scaling of email volume management without a proportional increase in team size
By the numbers
50-70% reduction in manual email processing workload
4X acceleration of response turnaround
