Getting messages to the right place.
WHAT IT DOES
Reads incoming enquiries and categorises them: sales, support, billing, complaint.
Routes them accordingly, or flags urgent ones.
WHY IT WORKS WELL
Categorisation is a task with a checkable output and tolerable error rates.
A misrouted enquiry is corrected, not catastrophic.
HOW TO SET IT UP
Define your categories clearly Provide examples of each Test on real past enquiries before relying on it
WHAT ELSE IT CAN EXTRACT
Urgency The customer's actual question, summarised Whether an order number or account is mentioned Sentiment, roughly
WHAT TO BE CAREFUL WITH
Urgency judgements. A calmly worded message may be more urgent than an angry one.
Have a route for customers to flag urgency themselves.
WHAT IT SAVES
The triage time on every incoming message.
For a business receiving many enquiries, that is substantial.
WHAT NOT TO DO
Auto-reply based on the categorisation without a person seeing it.
