The challenge
A shared inbox received booking questions, changes, special requests, and manual fixes. Everything went through the same team, the same queue, and the same manual triage.
What we built
We deployed a flow that:
- classifies messages by type and urgency
- extracts key information from email and attachments
- updates the booking system when the rules are satisfied
- routes only exceptions to the human service team
Why it worked
The project stayed tightly scoped to one inbox and one decision tree. No unnecessary interface work. Just clear routing, explicit exception handling, and measurable savings.