03 / 06Support

Email triage

Every support email arrives with a category, a priority and a one-sentence summary, and the most expensive AI model only runs when it makes a difference.

Status

In production

Classification

8 categories and 4 priority levels

Steps

Rules, a fast model, a stronger model

Alerts

Chargeback threats

Before

Support emails came in with no category and no priority. Whoever read them had to decide what came first.

What we built

Triage in steps. Simple rules handle what they can first, a fast AI model separates real support requests from the rest, and a stronger model classifies what remains. Besides the category and priority, the system flags whether the issue is already resolved and writes a one-sentence summary.

What changed

Whoever opens the support inbox sees what's urgent and what's already resolved, and chargeback threats show up as alerts. The stronger model, which is also the most expensive one, only runs when it makes a difference.

Today

Running in production.