Inbox Triage
Support-queue classification and routing for teams without a helpdesk platform.
Reference implementation for our reviewable-automation standard.
A shared support mailbox holds up until volume grows. Then everything reads as urgent, the same handful of questions are answered repeatedly, and there is no defensible measure of response time — while a full helpdesk platform is more organisational change than the team wants to absorb.
- A classifier tagging each inbound message with intent, urgency, and suggested owner, recording its confidence alongside the tag.
- A rules layer that auto-routes only above a confidence threshold; everything below lands in a human review queue rather than being silently mis-filed.
- A response-time dashboard reporting first-reply and resolution times by intent, so staffing decisions rest on measurement.
Against a hand-labelled corpus of 500 messages, routing agreed with the human label on 91% of items at the selected confidence threshold, with the remaining 9% held for review rather than mis-routed. Every automated action is logged and reversible.
Want this level of documentation on your project?
Every engagement ships with the same written record: what changed, why, and what it measured.
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