AI email triage is an automated system that uses artificial intelligence to sort, categorise and direct incoming emails to the appropriate departments or individuals. It streamlines email management, especially for high-volume customer service operations.

Email triage works by:

• Automatically reading incoming emails.
• Using AI to understand the content and intent of each message.
• Categorising the email based on predefined criteria.
• Routing the email to the appropriate team or queue for handling.

The best email management software depends on your specific needs. For high-volume customer service operations, AI-powered solutions like the one we implemented for this insurance group can be highly effective. Our custom solution using Power Automate and Azure Open AI offers advanced capabilities for automatic email triage and workflow management.

Implementing an email triage system involves:

• Assessing your current email workflow and pain points.
• Defining categories and routing rules for your emails.
• Selecting appropriate technology (like AI and automation tools).
• Customising the solution to your specific business needs.
• Training the AI model on your specific email types and categories.
• Integrating the system with your existing email infrastructure.