Congress Online

I found it interesting after reading Johnson's Congress Online, that congressional offices have so many different programs to choose from to sort and direct mail. I also found it interesting that the Senate at one time had at its disposal software that Johnson describes as "artificial intelligence." The program could sort through constituent e-mail and sort it accordingly based on key words found in the text. There may be a drawback to this more efficient method. What if the program becomes corrupt and constituent e-mail becomes dangerously mis-sorted? Aren't the political ramifications of misplaced and misanswered questions too much for an elected representative to bear just for a bit more efficiency in responding to mail? Additionally, with this proliferation of e-mails to Congress, rather than written correspondences, what is Congress doing to make sure that response e-mails are not tampered with? Johnson touches upon this in his book, but until these concerned are addressed properly, is it any wonder why some congressional offices still respond to their constituents using conventional corresponding methods (i.e. writing a letter)?