Email Triage & Auto-Draft
How we eliminated inbox overload at a maritime logistics provider with AI agents that classify, contextualize, and pre-draft responses to thousands of emails per day.
The Challenge
A maritime spare parts logistics provider was drowning in email. Every status request, vendor update, and customer inquiry meant a staff member context-switching to look up information across multiple systems before they could even start writing a reply. The most experienced operators were spending the bulk of their day on inbox triage instead of moving shipments.
- 2,500+ emails per day across operations, sales, and customer service
- Average response time of 4+ hours — even for trivial status questions
- Senior staff context-switching constantly between inbox and 6+ operational systems
- Important emails buried under noise — vendor escalations missed for hours
Our Approach
We built an agentic email pipeline that reads every incoming email, understands what the sender actually wants, gathers relevant context from internal systems, and pre-drafts a complete response — leaving the human as a reviewer rather than a researcher and writer.
Classification & Routing
Built an AI classifier that tags every incoming email by type (status request, quote, vendor update, complaint, internal, spam) and routes it to the right queue with the right priority — surfacing urgent items first.
Sender Intent Extraction
Developed an intent-extraction layer that reads past surface text to figure out what the sender is really asking for — the shipment they're inquiring about, the document they need, the decision they're waiting on — even when the email is vague or buried in a long thread.
Contextual Retrieval
Connected the pipeline to operational systems (ERP, WMS, shipping platforms, CRM) so the agent pulls live data — order status, tracking, delivery times, vendor updates — and composes a reply grounded in real information, not generic templates.
Pre-Drafted Replies & Approval
For every classified email, the agent writes a complete draft response in the operator's voice, attaches relevant documents, and waits in the inbox for one-click human approval. Operators correct or send — they don't write from scratch.
The Results
"Our inbox stopped being a black hole. The team reviews and sends instead of researching and writing — same number of people, four times the responsiveness."
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