Illustrative use case, not a completed client engagement.
The starting point
Requests arrive in a shared inbox. The team opens each message, looks up customer details and decides who should handle it.
A possible workflow
The system proposes a category and owner, adds available context and flags ambiguous requests. A person reviews the proposal before further processing.
What we would measure in a pilot
Handling time per request, correct routing rate and the number of manual corrections.
Include these exceptions in testing
- Several requests in one message
- No unique customer match
- Incomplete or conflicting details
Keep the decision traceable
For each test case, define what counts as correct and when the system should abstain. The reviewer sees the input, proposal and available supporting information together. Corrections are assessed before further steps are automated. A high success rate alone is not enough: the types of errors and their consequences matter too.
Prerequisites
Suitable sample data, available interfaces and an owner for subject-matter review. Actual integrations are determined after reviewing your systems.