Intelligent Email Triage and Response Workflow
An assisted inbox workflow that classifies incoming messages, identifies likely spam, routes requests and prepares responses for staff review.
The challenge
Shared inboxes become difficult to manage when high-value requests, routine questions and unwanted messages require the same manual review.
Previous manual process
Staff repeatedly categorised messages, forwarded requests and drafted similar replies with limited visibility of response status.
The approach
Use conservative classification thresholds, protect sensitive content and require human review before consequential or external responses are sent.
The solution
A focused delivery could include:
- Message and spam classification
- Priority and ownership routing
- Suggested response drafting
- Exception and escalation handling
- Processing audit trail
Human approval points
- Staff review uncertain classifications
- Authorised users approve external responses
- Administrators approve mailbox access and retention rules
Implementation process
Result
Intended outcome: improve inbox responsiveness without allowing an AI system to send sensitive communications unchecked.
Next stage: Pilot on a controlled mailbox, measure classification errors and confirm privacy and retention requirements.