Context
Back-office operations required manual email creation for each case (~2–3 minutes per email).
Problem
- Repetitive copy-paste
- Formatting inconsistencies
- No scalability for batch processing
Solution
- Structured input via Google Sheets
- Automated draft generation using Google Apps Script
- Draft-based approach to allow human validation
Result
- Reduced time to <30 seconds per email
- Enabled batch processing (30–50 emails/session)
- Improved consistency
Trade-offs
- Not fully automated (manual review required)
- Prioritized accuracy over full automation
Key Takeaways
- Automation should balance control and efficiency
- Draft-based systems are effective in non-perfect data environments
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