Operational inboxes read, classified and drafted by AI. The team reviews instead of typing

An operation run from an inbox

At most logistics operators the operational inbox is the real system of record. Bookings arrive as email. Tracking requests arrive as email. Every query from a client or a partner arrives as email, and every one of them needs a person to open it, work out what it is, look something up in another system and type a reply.

The team was skilled. The work was not. Volume grew with the customer base and headcount had to grow with it, because the mailbox scales with people and nothing else.

What the agent does

The agent sits on the existing shared inboxes. Nothing changes for the customers or partners who write in.

It reads and classifies. Each inbound message is sorted into a booking, a tracking request, a query, or something that needs a person, with the client attributed from the message itself.

It looks things up. For a tracking request it reads the shipment's live status. For a booking it extracts the details into the booking system. For a query it draws the answer from operational data rather than from whoever remembers.

It drafts the reply. The team sees a ready reply with the evidence beside it, and approves, edits or takes over. Nothing goes out on a silent guess.

What it produced

The client reports the same team handling three times the customer volume. The mailbox stopped scaling with headcount.

The second-order effect is on the people: the operations team now spends its day on exceptions, escalations and relationships, which is what it was hired for.