Email triage AI
Classify inbound email, draft first-pass replies where safe, and route complex threads to specialists—without losing auditability.
The Problem
Shared inboxes collapse under volume; keyword rules miss nuance; raw LLM replies risk policy violations.
Our Approach
Classification models with human-readable labels, template-grounded drafts, and workflow branches for approvals before anything sends externally.
How it works
We profile the shared inbox: top 20 message types, current triage logic, and the policy boundaries each one must respect.
Each inbound email is labelled (FAQ, complaint, sales enquiry, billing, urgent) with calibrated confidence scores.
Where the label is safe (FAQ, status update), the system drafts a reply from approved templates and your policy corpus — never freestyles.
Drafts surface in the inbox or a Slack thread; the assigned owner approves or edits in one click before anything sends externally.
Complex or sensitive threads route directly to the right specialist with the classification and confidence trace attached.
Every classification, draft, edit, and send is logged with the user and timestamp — auditors get the full chain on demand.
Frequently asked questions
Will the AI ever send an email without a human reviewing it?+
Only if the client explicitly opts into auto-send for specific low-risk message types after a probation period of supervised drafts. Default is human approval on every external message.
Which email providers are supported?+
Microsoft 365 (Graph API), Google Workspace (Gmail API), and IMAP for legacy systems. Outbound sending uses the same authenticated provider.
How does it handle multiple languages?+
Classification is multilingual out of the box; drafting is enabled per language after a per-language evaluation set is built.
What about confidential threads?+
Threads containing matched confidentiality markers (matter numbers, deal codes) are routed straight to the assigned owner without LLM drafting.
Typical stack
Results you can expect
Inbox processing time reduced by 65% in the first month
Draft approval rate > 78% — most AI drafts sent with minimal edits
Zero policy-violating emails sent after guardrail implementation
Specialist escalation accuracy 89% vs 61% with keyword rules
Example locations
Industries
Integrations
Typical timeline
Live in 21 days
From kickoff to a feature-flagged production rollout for a single channel. Multi-channel and regulated deployments take longer; we always agree the cut-off date in the SOW before any code is written.
“The unlock with email triage ai is not the model — it's the evaluation harness, the escalation path, and the audit trail. We build all three from day one so the system holds up under real workload, not just the demo.”
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