Example · not a client project
This is an example, written to show the shape of the work. It is not a client engagement. Names and figures are made up.
Professional services
The inbox got a first sort, with a person still sending the reply
A small firm wanted a chatbot. The actual pain was sorting documents and drafting the same kinds of replies.
The problem
Clients sent questions and documents by email. One person sorted them into folders and wrote replies that were often variations of the same few notes.
A website chatbot was about to be bought. It would not have read the attachments, and it would have answered people the firm wanted a human to answer.
The approach
We read a week of the shared inbox with the person who triaged it. The repeated work was classification, a short summary, and a first draft.
The smallest practical fix was AI on that queue: suggest a type, summarise the ask, draft a reply. Nothing is sent until a person accepts or edits it.
What we built
A triage view on the inbox the firm already used.
Each message received a suggested folder, a summary, and a draft in the firm's tone.
A person accepted, edited, or discarded the draft. The send button stayed with them.
The result
In this example, the morning sort took less of the day, and clients still received a reply from a person. The chatbot was not bought.
Any time saved here is illustrative. The decision that mattered was where the AI sat: inside the existing inbox, after a person.
Related service: Product development