Cutting manual email handling through inbox automation

Context and objectives

The client's leasing business unit managed a shared mailbox that received a large volume of customer emails covering a wide range of request types, including refunds, pay-offs, technical inspections, contract transfers... Each of these emails had to be read, categorized, and routed to the right handler manually.

This manual process created clear operational strain:

• Inconsistent handling, since categorization depended on the judgment of whoever processed each email

• Limited visibility into how requests were distributed across categories and handlers

• No structured way to redirect simple, self-service requests away from the team's queue

The objective was to build reliable inbox automation that could both:

• Categorize incoming emails by request type and route them accordingly

• Redirect eligible requests to a self-service portal

Approach

1. Mapping the categorization logic

The project began with an alignment phase to define how incoming emails should be classified. Working closely with the client, Agilytic mapped out:

• The main request categories relevant to the business, such as refunds, pay-offs, technical inspections, transfers, and financing-related topics

• The routing rules determining which categories should be handled automatically versus redirected to a specialist

• The conditions under which a request could be redirected to a self-service portal instead of being processed manually

2. Building the automation

Agilytic then built the inbox automation itself, combining a workflow automation platform with an AI model to classify incoming emails and apply the agreed routing logic. Key components were:

• AI-based categorization, using a language model to read each email and assign it to the right request category

• Automated routing, directing emails to the appropriate handler or, where eligible, to the self-service portal

• Structured logging, capturing processing outcomes to support both troubleshooting and ongoing reporting

3. Testing and refinement

Following the initial rollout, Agilytic worked through a structured refinement cycle based on real usage. This included:

• Reviewing misclassified emails and adjusting the underlying rules to reduce false positives

• Correcting logic issues in the routing conditions to ensure replies and already-handled threads were not sent back to the portal unnecessarily

• Building out Power BI reporting to track automation volumes and portal redirections over time, giving the client ongoing visibility into performance

This iterative approach meant issues surfaced through real usage were addressed quickly, rather than only being caught at a later review stage.

Results

The project delivered a working inbox automation solution for the client's leasing business unit, along with the reporting needed to monitor and maintain it going forward.

Categorization and routing of incoming customer emails are now automated, with safeguards to avoid repeated or inappropriate redirections. The client also gained visibility into email volumes, categorization outcomes, and portal usage through Power BI reports.

This structured, monitored system reduced the day-to-day workload on staff while improving consistency in how requests are handled.