- Reads every incoming message and its attachments
- Separates real requests from noise and duplicates
- Opens the case on the right desk with the customer found
Sales and customers
Request intake
Email, forms and messages land in one place. Each request is read, sorted and opened as a case on the right desk, with the customer and the history already attached.
- Front office
- Sales
- Citizen service
Front office desk: an example desk
Front office deskZarvane Trading Group
From the shared inbox
Inbox this morning: 48 messages
Now
- Front office copilot
- Front office copilot
- Orchestrator
Prepared by the front office copilot
Checking the case…
- 19 requests matched to customers
Customer records - 3 duplicates merged
Open cases - 1 complaint sent to the head of sales
Complaint rule
Your decision
The signature move
Every message gets a label and a confidence
The agent says what each message is, who it is for and what is missing, and how sure it is. Unsure ones go to a person.
Who does what
- Takes the case
- Answers when the request is unusual
How a case moves
- 1Message arrivesEmail, form or messengerSystem
- 2Read and sortedAgent prepares
- 3Customer found, history attachedAgent prepares
- 4Case opened on the right deskSystem
- 5Taken by a personPerson
No request is lost between email and chats, and each one arrives with its context.
Request intake: questions
What does the Request intake module do?
Email, forms and messages land in one place. Each request is read, sorted and opened as a case on the right desk, with the customer and the history already attached.
What does the AI agent do in Request intake?
Reads every incoming message and its attachments. Separates real requests from noise and duplicates. Opens the case on the right desk with the customer found.
What is always decided by a person in Request intake?
Takes the case. Answers when the request is unusual.
How does a case move through Request intake?
1. Message arrives; 2. Read and sorted; 3. Customer found, history attached; 4. Case opened on the right desk; 5. Taken by a person. Result: No request is lost between email and chats, and each one arrives with its context.
Start with one process
Eight things that happen in most organisations. Swipe right if it happens in yours. Your map shows where agents should start.
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