Inbox Triage and Classification
Turn a shared inbox into a classified, prioritised, actionable queue.
Best for: Support, ops, sales, and executive-assistant teams running shared or high-volume inboxes.
The pain
“Hundreds of emails a day. Most are routine. The important ones get missed. Routing, classification, and first responses eat hours.”
The outcome
Every email is classified, routed, and often answered, with a human in the loop where it matters.
Inbox triage is one of the most reliable AI wins. We classify incoming email by intent, route to the right owner, draft a first response where appropriate, and keep a human in the loop on anything that matters. It is quietly one of the largest time savings in any business.
Engagement snapshot
- Typical timeline
- 3–4 weeks
- Best fit
- Support, ops, sales, and executive-assistant teams running shared or high-volume inboxes.
What gets automated
The mechanical work, handled.
- Classification by intent (support, sales, billing, spam, urgent)
- Routing to the right queue or owner
- Extraction of structured fields (account, ticket type, sentiment)
- Draft first responses where confidence is high
- Escalation of anything the agent is unsure about
Recommended tools
We pick per workflow. Not per vendor.
Common stacks we combine for this use case. Your existing tools inform the final recommendation.
- OpenAI or Claude for classification and drafting
- Microsoft Copilot + Power Automate inside Outlook
- Google Workspace + Gemini inside Gmail
- Zendesk / Intercom / HubSpot native AI where it fits
Representative scenario
A SaaS company’s 5-person support team handled 400 tickets a day. Classification and draft-response automation cut average handle time by 35% and let them cover Europe-hours without adding headcount.
Composite scenario based on typical engagements. Client-specific results depend on scope, data quality, and baseline.
Questions
What teams ask before they automate this.
Only where we can prove the quality with evals and where your team wants it. Default is AI-drafted, human-reviewed. We tune the auto-send threshold per intent as you build trust.
Every classifier has some error. We measure it, set escalation rules, and keep a human in the loop. The goal is fewer errors than your team currently makes, not zero errors.
How we help
Engagements that ship this outcome.
AI Agent Sprint
Ship a production AI agent that takes recurring work off your team in three to four weeks.
Explore10 business daysWorkflow Automation Assessment
Find where AI and automation save your business ten or more hours a week. Ten days, written roadmap.
Explore2–4 weeksMicrosoft Copilot Launch Sprint
Deploy Microsoft Copilot securely and prove ROI in 30 days.
Explore2–3 weeksChatGPT Enterprise Rollout
Secure ChatGPT Enterprise for your whole team, with shipped workflows instead of unused seats.
Explore2–3 weeksWorkflow Automation: Zapier, Make, n8n
Low-code automation for the SaaS layer above your AI. Wired to ship, not a demo that stalls.
ExploreFurther reading
Go deeper on the decisions behind this.
How to Build Your First AI Agent for Business Operations
A practical playbook for shipping your first production AI agent: scoping, model selection, evals, guardrails, observability, and handoff.
ReadPower Automate vs an AI Agent: How to Choose (and When to Combine Them)
An operator-level decision framework for when Power Automate, an AI agent, or a hybrid is the right choice — with cost ranges and common failure modes.
ReadWant this running in your business?
20 minutes on the phone tells us if this fits. No pressure. If another engagement makes more sense, we will say so.