Challenge — Sales Inbound Email Triage at Scale in CRM
The customer processes a high volume of inbound customer emails through their CRM system and wants to reduce the manual effort required for email processing and classification by their human workforce. Without automation, triage is resource-intensive and limits capacity for higher-value work.
Solution — Domain-Optimized LLM Email Classifier API (“Virtual Colleague”)
We deliver a customized LLM-based email classifier that provides reliable classification, specifically optimized for the target domain and enhanced with embedded expert knowledge. The solution is provided as an API that integrates seamlessly into existing processes and acts like an AI avatar—a “virtual colleague” that classifies emails autonomously.
Impact — Expert-Level Classification at <1% of Labor Cost
- Operating cost at less than 1% of comparable human labor
- Comparable or better classification performance than trained domain experts, based on evaluation with a representative set of labeled emails on previously unseen data
- Frees up capacity for higher-value, strategic, and customer-centric tasks
Topic
Digital Transformation