Context
An incoming email can concern several service topics, and the team that receives it may need to redirect it before useful work begins. Gilles developed an email classification and routing system for insurance service workflows. It addressed both customer-facing and internal services by directing messages to appropriate departments. The measured work belonged to a pilot phase. This article does not describe an organization-wide production rollout or an automated reply-generation capability.
Approach
The engineering problem was to translate message content into a useful routing decision. Common design choices include defining department responsibilities, resolving overlapping categories, and deciding when uncertainty should reach a person. For example, a message mentioning several topics may need a primary destination and a clear path for human correction rather than multiple competing labels. A separate knowledge assistant was connected to the routing pilot and reached pre-production. Its retrieval work is described under Enterprise RAG, with the two delivery states kept distinct.
Quality controls
A routing label should be judged by whether it sends the work to an appropriate destination. A generally useful evaluation set includes ambiguous requests and messages that do not fit a known category. Model evaluation illustrates reference-based comparison, while structured-output evaluation explains why a valid category name can still be wrong. Routing needs its own reference decisions: event boundaries matter for an extraction benchmark, while departmental responsibility defines the correct destination here.
Outcomes
The pilot established a working classification and routing capability, with a qualitative reduction in manual handling recorded during that phase. The public account omits the client-specific percentage and measurement details. It makes no claim that the system composed replies, resolved customer requests autonomously, or achieved a later production deployment.
- Developed email classification and departmental routing.
- Observed reduced manual handling during the pilot phase.
