APPLIED AI SOLUTIONS · GENAI EMAIL CATEGORIZATION
AI-assisted email classification and workflow automation
We classify and route incoming email, with confidence thresholds that send uncertain messages to your team for review.
- Classify, extract, route, and draft, each stage with its own confidence gate
- Auto-send only when confidence clears a threshold you control, per intent
- Every human edit captured as training signal, so accuracy improves with use
Skilled people doing sorting work.
Every enterprise has one: a support, operations, claims, or accounts mailbox where inbound volume outruns the team reading it. Someone spends their morning opening each message, deciding what it is, forwarding it, and typing a reply nearly identical to yesterday's.
The cost is slow response times, misrouted requests, and expensive judgment spent on triage that a machine can do in the moment a message lands.
SLAs that slip
Response SLAs slip because triage is manual and only happens when someone is free.
Misrouted requests
Messages land in the wrong team's queue and bounce around before anyone owns them.
Answers retyped
Agents retype the same handful of answers dozens of times a day.
No live visibility
No one can see, in real time, what is actually in the queue or how old the oldest item is.
Nothing is auto-sent on a hunch. Each stage has its own confidence gate.
A pipeline, and every stage has a gate.
Classify
Every inbound email is read and tagged by intent, category, urgency, and sentiment.
Extract
Order number, account, policy reference, requested action, pulled from the body and attachments as structured data.
Route
The message goes to the right queue, team, or system automatically, with priority set by urgency.
Draft
For known intents, a grounded reply is drafted from your approved knowledge and templates, personalised with the extracted details.
Send or review
High-confidence, low-risk replies can be auto-sent; everything below the line lands in an agent's queue as a ready-to-edit draft.
The decision between a helpful assistant and an embarrassing one.
We set the auto-send threshold per intent, tuned to your risk appetite. Every human edit and reclassification is captured as training signal, so routing accuracy and draft quality improve with use.
The team stops sorting and starts handling the exceptions worth their time.
The pipeline, wired into the tools your team already works in.
Classification and extraction
Intent, category, urgency, and sentiment tagging, with the details pulled from body and attachments as structured data.
Routing rules
Automatic routing to the right queue, team, or system, with priority set by urgency.
Grounded reply drafting
Replies drafted from your approved knowledge and templates, personalised with extracted details.
Confidence-gated auto-send
Per-intent thresholds you control, with a human review queue for anything consequential or uncertain.
Helpdesk and CRM integration
Routing, drafts, and extracted data landing in the systems your team already uses.
Built for the messy, real-world inbox.
It shares extraction techniques with Intelligent Document Processing and Structured Data Extraction, and runs on the Scaled GenAI & AI Platforms foundation.
Counted honestly. A wrong auto-reply is not a resolution.
- Routing accuracy
- Manual-triage reduction
- Auto-resolution rate
- First-response time
One of ten Applied AI Solutions.
Intelligent Document Processing
The same extraction backbone, applied to documents and attachments at scale.
Structured Data Extraction
Turning forms, PDFs, and email into structured data downstream systems can use.
Conversational Banking
A grounded assistant for the channels beyond email, on the same guardrail thinking.
What operations leads ask us first.
Auto-send is gated per intent by a confidence threshold you control. Anything consequential or uncertain is drafted for a human to approve, so the system is helpful without being reckless.
Yes. Classification and extraction are built for the long tail: forwarded threads, mixed intents, and attachments, with low-confidence cases routed to a person rather than forced through.
Yes. Routing, drafts, and extracted data land in the tools your team already uses, so the queue you are improving is the one they already work in.
Tell us which inbox is drowning your team, and we will show what classify-route-draft would change.
The queue you improve is the one they already work in.