Hi {{firstname|everyone}},
No one started an accounting firm to live inside their inbox. But over time, that’s what client service started to look like.
You’re replying to the same questions, correcting small errors, digging through threads to figure out who said what, all while trying to manage actual deadlines.
But some industries have moved on from the chatbot solution to something more effective.
Take insurance: another sector known for high volume, high pressure, and high client expectations. One group, according to a recent Innovior case study, used Gen AI to automate 90% of incoming customer email triage with over 95% accuracy.
So, the question is: if they can do it, why aren’t we doing the same in accounting?
Maybe the answer is in what worked for them? Let’s dive deep into this!
AI that Doesn’t Just Reply But Routes 🛣️
The biggest shift wasn’t in how they responded but how they organised.
The insurance group didn’t try to replace human agents. Instead, they built AI to sort, tag, prioritise, and route every incoming message.
That meant:
Routine queries went to automated workflows
Urgent ones were flagged for human review
Misrouted requests got redirected without delay
The result? Faster replies. Less context-switching. No missed messages.
For an accounting firm, this could mean auto-routing emails related to tax deadlines, payroll queries, or onboarding issues, so your team isn’t stuck manually sorting through noise.
95% of Routine Replies Were Automated Without Sounding Robotic
Here’s where it gets interesting.
They used Gen AI to craft responses that felt human but were fully automated for 95% of standard client requests.
Imagine applying this to accounting:
“Can you resend my last invoice?”
“What’s the deadline for my VAT return?”
“Have you filed my self-assessment yet?”
With the right training on your tone, policies, and workflows, AI can handle these at scale and do it instantly.
All in all, your team doesn’t just save time. They get to focus on the replies that actually require thought.
Their AI Learned. And Fast! 🧠⚡
Unlike rigid rule-based systems, their AI evolved with each interaction.
It didn’t need someone to re-code a process every time the business changed. It learned context, language, client nuance and adjusted. That’s the real edge.
For accountants, this opens the door to:
Smarter replies that improve with usage
Seamless escalation when complexity is detected
A client experience that feels personal but doesn’t drain capacity
The silver lining in all this for the accountancy sector is that this is already live in other industries and just needs to be extrapolated smartly into our systems and workflows.
How We’re Applying These Lessons at Samera
At Samera, we’ve seen firsthand how much time is lost to basic client comms.
So, we’re building Samera AI to handle it better — not by replacing your team, but by supporting them where it matters most.
Think of AI that helps sort queries, draft responses in your tone, flag potential issues, and learn from every interaction.
The result? Your inbox becomes a workflow.
📍 Want to see how this works in the real world? We’re diving deep into this at our flagship event:
👉 Samera Going Global: The Outsourcing & Offshoring Summit
🗓️ 2–3 August, Courtyard by Marriott, Mumbai
🎟️ Tickets are moving fast and we’re offering a ₹5,000 discount for a limited time.
Cheers,
Arun