Read the whole issue
Bring the conversation history and supporting material into a structured case that a reviewer can check.
← All work
Customer query workflows
From a long email thread to work someone owns.
Extract distinct actions, suggest routing and keep customer issues visible through review and closure.
Enterprise service teams
Illustrative workflow
A clear owner for every action.
01Read the thread
02Human approval
03Assign & resolve
Case contextHistory and supporting files
Proposed actionsCheck and approve
ResolutionOwnership and audit trail
Client identity and operational specifics are confidential. Visuals show a generalised workflow only.
The question behind the work.
A customer issue can contain several requests, many participants and a long history of correspondence. Reading the thread is only the beginning; each action then needs an owner, context and a route to closure.
How we approached it.
We built an application that reads correspondence, proposes a structured summary and separates distinct actions. Human approval gates the AI output before action. Workflow design connects assignment, investigation, follow-up and closure.
The decisions that matter.
Approve before acting
Treat AI classification and extracted actions as proposals requiring review.
Follow the work to closure
Make ownership, status and the action history visible across the teams involved.
What the work made possible.
A working application that made the journey from correspondence to assigned action tangible, with access controls, audit history and technical handover material. The implementation team received a foundation they could evaluate and extend.
Discuss a similar challenge →