Enquiry triage for a service business
How a shared inbox could be sorted automatically, with people reviewing uncertain cases.
Concept demonstration — not a client engagement
The problem
A hypothetical services firm receives enquiries by email and web form. Someone reads each message, decides who should handle it, and copies details into a CRM.
Proposed approach
- Classify each message by type and urgency with a language model, using a fixed list of categories.
- Extract contact details and key facts into a structured record.
- Create a CRM entry and assign it using routing rules the team controls.
- Send low-confidence results to a review queue instead of auto-assigning.
Main components
- Email and form webhook intake
- LLM classification with confidence threshold
- CRM integration
- Review queue
- Daily summary in team chat
What we would measure
In a real engagement we'd agree these measures and baselines with the client before starting.
- Share of messages routed without manual correction
- Time from arrival to first response
- Reviewer corrections, used to refine categories