AI support inbox classification and escalation

The business problem

Support requests mix simple questions with account issues and urgent failures. A shared inbox makes it easy for priority work to wait behind routine messages.

Workflow logic

Each message is cleaned, classified, and checked for urgency and sentiment. Routine questions can receive an approved knowledge response. Account work is assigned with a concise summary, while high-risk requests alert the responsible person immediately.

Implementation notes

Confidence thresholds prevent uncertain classifications from sending an automatic reply. Every branch writes status and routing details back to the contact record.

Outcome

Support staff spend less time sorting messages and can focus on resolution, while urgent requests receive a visible, accountable handoff.