Inbound Email Classification & Routing Automation
Automatically classify, prioritise, and route thousands of inbound emails to the right team.
Solution Overview
Enterprises receive enormous volumes of inbound emails daily — customer enquiries, vendor communications, complaints, invoices, and internal requests. Cray automates email reading, intent classification, entity extraction, priority scoring, and routing to the appropriate team or ticketing system — eliminating manual email triage.
The Manual Process Problem
Operations teams manually read each inbound email, determine its category and urgency, extract key details, forward or assign to the right department, and log it in CRM or ticketing systems — averaging 3–5 minutes per email.
Cray's Automation Approach
NLP-based email intent classification across 100+ categories. Entity extraction (amounts, dates, reference numbers, names). Priority scoring based on content, sender, and SLA rules. Automated routing to CRM (Salesforce), ticketing (Zendesk/ServiceNow), or department queues. Auto-acknowledgement emails sent. Human review queue for ambiguous items only.
Key Benefits
Automation Coverage
Target Clients
- Insurance companies
- Banks and financial services
- Law firms
- Healthcare providers
- Logistics companies
- Government departments
- Retail customer operations
Why Cray for Email Routing?
- 3+ years domain experience
- Deployment in 4–8 weeks
- ROI within 90 days
- 24/7 automated processing
- Enterprise security standards
Related Solutions
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