AI email drafting is the use of AI to write first drafts of emails, replies and messages. It reads an incoming email or a short instruction and produces text in the right tone, ready for a person to review.
The AI uses the content of the email thread and, if connected, information such as order details, policies or past conversations. Some tools only suggest replies, while others can send routine responses automatically under rules. A knowledge base keeps replies consistent with company policy.
Retailers use it for supplier correspondence, customer enquiries, order updates and marketing copy. Hospitality teams use it to reply to booking enquiries, event requests and reviews. Managers save time on routine writing and respond faster.
The risks are errors, wrong tone and accidentally sharing information that should not go out. Always review messages that involve money, complaints, legal matters or personal data before they are sent. Check what the provider does with email content, since privacy and confidentiality obligations still apply. Do not let AI pass off made-up details as fact. Build a small library of approved wording for sensitive topics such as refunds and delays, and have the AI start from that.
It matters because email is a constant drain on small teams, and well-controlled drafting saves hours while keeping a human responsible for what is sent.