Cutting client intake triage from a day to under three minutes
A services firm was losing two analysts to inbox triage. We mapped the query, drafted the action, and put a human on the approve step only.
2m 41s
Median query to action
The team opened every morning the same way: two analysts reading a shared inbox, tagging each message, and hand-routing it to the right owner. By the time a request reached the person who could act on it, half a day was gone.
We started where every engagement starts - by watching the real work, not the org chart. The pattern was clear: 80% of intake fell into nine repeatable shapes. The remaining 20% was genuinely ambiguous and worth a human.
Instead of automating the whole inbox, we automated the boring 80% and surfaced it as an audit log. Each incoming request is classified, a draft action is prepared, and the owner sees one line: the request, the proposed action, and an Approve or Deny control.
Nothing executes without that approval. The analysts stopped reading the inbox and started reviewing decisions - a queue of a few dozen one-click calls instead of hours of copy-paste. Median time from a query landing to a real action dropped from most of a workday to under three minutes.
The win was not the model. The win was scoping the automation tightly enough that a person could trust it at a glance.
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