The verdict in three sentences
For an auto parts distributor in Montreal receiving 900 emails per day for 8 agents, an AI that sorts each message and drafts a reply costs between 15,000 and 45,000 CAD with a local agency in 2026 (market estimate), while Kolonell's simple application grid is 2,500,000 to 4,000,000 FCFA (3,810 to 6,100 EUR), with 100 to 550 CAD per month of API usage and go-live in 6 to 10 weeks. On this kind of flow, 40 to 60% of simple requests (availability, price, order tracking, invoice) are handled in one click after agent review. The gain shows first in first response time, which drops from about a day to a few hours.
How AI fits into customer service
The AI does not reply to customers on its own. It reads each incoming email, classifies it (price request, availability, delivery tracking, complaint, return, invoice), extracts part numbers and customer ID, queries stock and history in the ERP, then writes a draft. The agent reviews, edits if needed and sends. Complaints and key accounts are routed first to a senior agent. French and English emails are handled in the same queue.
| Request type | Estimated share of flow | AI handling | Agent time before / after |
|---|---|---|---|
| Part availability and price | 30% | Draft with real stock and price | 5 min / 1 min |
| Order or delivery tracking | 18% | Draft with carrier status | 4 min / 1 min |
| Invoice or duplicate request | 10% | Attachment generated automatically | 3 min / 30 s |
| Part and vehicle compatibility | 15% | Suggestion for the agent to check | 8 min / 5 min |
| Complaint or return | 12% | Priority classification, no draft | 10 min / 9 min |
| Sales request (bulk quote) | 8% | Routed to a sales rep | 6 min / 2 min |
| Spam, ads, off-topic | 7% | Archived automatically | 1 min / 0 |
Budget, timeline and recurring costs
| Item | 2026 order of magnitude | Comment |
|---|---|---|
| Full project (Kolonell simple application grid) | 2,500,000-4,000,000 FCFA (3,810-6,100 EUR) | Mailbox, ERP and agent interface |
| Language model API | 100-550 CAD per month | Depending on volume and model, about 0.004 to 0.02 CAD per email |
| Hosting and monitoring | 40-130 CAD per month | Logs, alerts, backups |
| Kolonell maintenance (optional) | 35,000, 75,000 or 120,000 FCFA per month | Fixes, category tuning |
| Time to go-live | 6 to 10 weeks | Including 2 weeks of parallel testing |
| Target classification accuracy | Above 92% | Measured on 1,000 real emails |
The trickiest technical point is the stock connection: without reliable prices and availability, drafts lose their value. If the ERP has no API, an automated export runs every 15 to 30 minutes.
Quebec: compliance and practice
Quebec's Law 25 governs customer data processing: a privacy impact assessment before transferring personal information outside Quebec, customer information and a contract with the model provider stating that data is not reused for training. Bill 96 also requires that customer-facing communication be available in French, which the drafting rules must enforce by default. Current models handle bilingual emails with technical part numbers well, provided the parts catalogue is supplied at drafting time.
Mini case study
Isabelle, customer service manager at an auto parts distributor in Montreal, counts 900 emails per day at 4 minutes on average, i.e. 60 hours of work for a capacity of 8 agents at 7 net hours, so 56 hours. The backlog grows and first response time exceeds 24 hours. With AI, half the requests drop to 1 minute and the other half stays at 4 minutes: 37.5 hours of workload, freeing 18.5 hours per day. First response time falls below 3 hours for simple requests. At a loaded cost of 5,500 CAD per agent per month, those 18.5 hours equal 2.6 agents, about 14,300 CAD per month redeployed to following up quotes. With a 30,000 CAD project and 350 CAD of monthly API, the investment is covered in about 2 to 3 months.
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FAQ
Can the AI send replies without human approval?
It can for acknowledgements and invoice duplicates, about 10 to 15% of the flow. For prices and compatibility, agent review is still recommended, and it only takes one minute.
What does the API cost for 900 emails a day?
About 0.004 to 0.02 CAD per email depending on length and model, i.e. 100 to 550 CAD per month for 27,000 emails. A light model is enough for classification, a stronger one for complex drafts.
Do we need to change our email system?
No, the connection works with Microsoft 365, Google Workspace or an IMAP server. An existing ticketing tool (Zendesk, Freshdesk, Odoo) can also be connected in 1 to 2 weeks.
What if the AI misclassifies an email?
The agent reclassifies it in one click and the correction improves the rules. On 1,000 test emails, the target is over 92% correct classification before production.
Does our customer data leave Quebec?
The model is called via an API that may be hosted outside Quebec, with no contractual reuse for training. Stored data (history, logs) can stay in a Canadian region, and Law 25 requires a privacy impact assessment before go-live.
Let's scope your project. Share your email volume, mail system and ERP: we will scope the categories, a budget within the 2,500,000-4,000,000 FCFA grid and a 6 to 10 week plan. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
