Email and document triage
AI reads, classifies and routes every email, quote request or document to the right person or system, with no manual sorting and faster replies.
- Domain
- AI for productivity
- Complexity
- Medium
- Typical timeline
- 2 to 4 weeks
Email and document triage uses AI to read what comes into the business, work out what it is about, and route each message to the right person or system, so nobody has to open everything by hand first.
What it is
An automatic reading layer that sits on top of the mailboxes and channels where requests arrive. It classifies each email, quote request, invoice or document by type and subject, extracts the fields that matter (sender, amount, deadline, order number) and forwards it to the right destination. Anything clear moves on its own; anything that needs a decision is flagged for a person.
Where it pays off
It makes sense in any SME where a lot of mixed correspondence arrives and someone loses part of the day sorting it. It cuts manual triage time, stops requests from being forgotten in a shared inbox, and speeds up the first reply to a customer. In accounting, customer support, purchasing or logistics, that repetitive volume weighs heaviest.
How we build it
We start with a diagnostic of the real message types the business receives and the routing rules already in place, even informal ones. We connect the AI to the mailboxes and to the CRM or ERP in use, define the categories with your team, test on real correspondence, and tune until the triage is trustworthy. Then we monitor and refine over time.
Where we've built this
This workflow isn't theoretical. See the real project where we implemented it.
Frequently asked questions
Does this replace whoever opens the mail today?
No. It replaces the mechanical part: opening, working out what it is about and routing it. The decision about what to do with each request stays with a person, who now receives already sorted what they previously had to sort.
And when it classifies something wrongly?
It happens, which is why nothing is deleted or closed on a classification. A misrouted message stays visible and can be rerouted, and the cases where the model is not confident enough wait for a person rather than going somewhere at random.
Do I need to change my email or CRM?
No. Triage reads the inboxes that already exist and writes into the system you already use. What we need is access, not a migration.
Investment in AI and automation may be eligible for public support in Portugal, subject to the calls in force. We don't handle applications and we're not a funding intermediary.