Challenge
Sales, support, finance and spam landed in shared inboxes. Staff spent the first hour of every day labelling, forwarding and rewriting the same kinds of replies.
Case study
Email triage agent · Automation · Operations teams
The inbox sorted before anyone opens it.
Opportunity
Treat the inbox like a workflow: understand what each message is, pull out the useful fields, send it to the right owner, and prepare a draft when the ask is straightforward.
Solution
Aklen built an email triage agent that classifies threads, enriches records, routes by rules the team controls, and drafts replies for human approval — nothing sends without a person.
Feature breakdown
- •Intent labelling (sales, support, finance, spam)
- •Extraction of names, dates, references and urgency
- •Routing to the right person or queue
- •Draft replies in the team’s voice for review
- •CRM / ticket updates without retyping
- •Clear history of what the agent suggested and who approved
Technology
- Mailbox and ticketing integrations
- Classification and extraction models
- Human-in-the-loop send gate
- Rules engine for routing
- Activity and approval logging
Business impact
- →Faster first response without hiring more inbox staff
- →Clearer ownership — fewer threads bouncing between people
- →Less copy-and-paste between email and systems
- →Drafts reviewed by humans; no blind auto-sends
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