Automated Customer Inquiry Workflow
Sorts incoming customer messages, drafts replies from approved content, and routes complex cases to the right person.
Interface mockup with sample data. This is a demo project, not a client engagement.
The problem
A shared support inbox mixes order questions, complaints, partnership requests and spam. The team spends a large part of each day reading and forwarding messages before any real work starts.
Proposed solution
Incoming messages are classified by topic and urgency. Routine questions receive a drafted reply based on approved help content for a person to send, and anything unusual is assigned to the right team member with a short summary.
Key workflow
- Step 1
Message arrives in the shared inbox
- Step 2
AI step classifies topic, urgency and sentiment
- Step 3
Relevant help content is retrieved
- Step 4
A draft reply is prepared for review
- Step 5
Complex cases are assigned with a summary
Scope
- Topic and urgency classification
- Draft replies grounded in approved content
- Assignment rules by topic and workload
- Daily summary of inquiry volume and themes
Technologies used
- Email API
- LLM API
- Vector search
- Helpdesk API
- Slack API
- TypeScript
Design considerations
- Drafts are reviewed by a person before sending in the initial rollout.
- The assistant only uses approved content and says when it does not know.
- Personal data handling follows the business’s privacy obligations.
Want something like this for your business?
We’ll talk through how this approach would fit your tools, your team and your budget.
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