AI Email Triage & Response
Automatically classify, prioritise, and draft responses to incoming emails. Ensure critical messages reach the right person immediately while routine correspondence is handled automatically.
The Problem
Why this matters
Knowledge workers spend an average of 28% of their working week managing email. Shared inboxes — customer service, sales, compliance, general enquiries — quickly become overwhelmed, with important messages buried under low-priority noise. Manual triage is slow and inconsistent, leading to delayed responses, missed deadlines, and frustrated customers. Without intelligent prioritisation, teams waste hours sorting through messages that could be automated.
The Solution
How AI solves this
AI email triage analyses incoming messages in real time, classifying them by intent, urgency, and topic. Routine queries receive AI-drafted responses for human approval, while urgent or complex messages are routed directly to the appropriate team member with context and suggested actions. The system learns from your team's handling patterns, becoming more accurate and autonomous over time.
Benefits
What you gain
70% Faster Triage
Incoming emails are classified and routed within seconds, eliminating the manual sorting that consumes hours each day.
Zero Missed Priorities
AI identifies urgent, time-sensitive, or high-value messages and ensures they reach the right person immediately.
Automated Draft Responses
Routine enquiries receive AI-generated draft responses grounded in your approved templates and knowledge base for quick review and send.
Consistent Routing
Every email reaches the correct team or individual based on content analysis, eliminating misdirected messages and internal forwarding chains.
Sentiment Detection
Identify frustrated, escalating, or high-emotion messages early so your team can respond with appropriate urgency and empathy.
Process
How it works
Email Ingestion
Emails arriving in shared or individual inboxes are captured via Microsoft Graph, Gmail API, or IMAP integration for real-time processing.
Classification & Prioritisation
AI models analyse subject, body, sender, and attachments to classify intent (enquiry, complaint, order, etc.) and assign a priority level.
Routing & Assignment
Classified emails are routed to the appropriate team or individual based on topic, urgency, and workload. Tags and labels are applied automatically.
Response Generation
For routine queries, the system drafts contextual responses using your templates and knowledge base. Drafts are queued for human review or sent automatically.
Learning & Optimisation
The system tracks routing accuracy, response quality, and handling times, continuously refining its classification and response models.
Industries
Who uses this
Technology
Tools we use
FAQ
Frequently asked questions
Both modes are supported. Most clients start with a 'draft and review' approach where AI prepares responses for human approval. As confidence grows, you can enable automatic sending for specific email categories with well-defined responses, while keeping human oversight for complex or sensitive communications.
The system analyses both the email body and any attachments. It can extract data from attached documents, classify attachment types, and include relevant attachment content in its routing and response decisions. For example, an email with an attached invoice would be classified and routed to accounts payable.
Yes. We integrate natively with both Microsoft 365 (via Microsoft Graph API) and Google Workspace (via Gmail API). The system supports shared mailboxes, distribution lists, and individual inboxes across both platforms.
Ready to get started?
Book a free strategy call and we'll help you find the right AI solution for your business.