UC-318
Customer Mail Triage & Drafted Replies
Reads every incoming customer mail as it lands, files it to the right record, drafts a reply from approved wording and guards the deadline.
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The Challenge
Customer mail arrives all day and is read, sorted and filed by hand, so mail is misfiled or found after its deadline. Complaint response clocks run whether or not anyone has seen the mail.
How It Works
- Watches the shared mailboxes and reads each mail against the database and reply library.
- Classifies type and urgency, attaches the mail to the right record and drafts a reply.
- Warns before any mail passes its deadline and feeds mail themes into the same control room.
What It Removes
- Manual reading, sorting and filing of every mail
- Complaint deadlines breached before anyone looks
- Common replies retyped from the same wording
Input Data RequirementsShared customer mailboxes, customer database, approved reply wording library, response deadline and SLA definitions
Output FormatEvery mail classified, prioritised and filed to a customer record, ready-to-check draft reply, pre-breach deadline warnings, monthly theme report
“Nothing is lost, nothing is found late, and the reply is already written and waiting for someone to read it.”