The challenge
Three employees spent half their working day manually sorting and forwarding thousands of incoming emails to 18 different departments, in Danish and English. The total price amounted to DKK 750,000 in annual labor costs. Misrouting delayed responses, frustrated recipients, and took up capacity that should be spent on more value-adding tasks.
What we did
A fully automated AI solution was built on Google Cloud Platform. The solution reads each incoming email, analyzes the subject, body text and context, and categorizes based on the sender's intention, in both Danish and English. After that, the email is sent directly to the appropriate department, completely without human intervention. The system runs 24/7 and scales with volume.
The result
The system delivers 90 percent accuracy in categorization, significantly above the 70-75 percent target. The potential annual savings amount to DKK 300,000, and the investment is expected to be repaid within five to seven months. 1.5 yearlings have now been released for tasks that require human assessment and professional contact.
