An AI agent that reads the inbox first
Letting an agent do the first read, so people start from a clear summary instead of a wall of text.
The situation
Many incoming requests were long, vague or both. Someone had to read each one carefully just to understand it and decide where it should go.
The process
Before
- Long, unclear email
- Read in full
- Interpreted
- Routed by hand
With the agent
- Email arrives
- Agent writes a short summary
- Agent picks the queue
- Ticket ready to work
What I did
- Built an agent connected to the mailbox and the service desk.
- Designed the prompts that turn a message into a short, structured summary: what is asked, by whom, how urgent.
- Defined the routing rules the agent applies.
- Tested it on real requests to check that summaries stayed faithful and routing matched the team’s choices.
The result
A working prototype that proves the approach: the first read and the sorting can be done by an agent, with the original email always kept alongside.