A reliable triage layer for a shared inbox
Testing whether assisted classification can shorten response time without hiding unusual customer requests.
The question
Can a confidence-gated model route enquiries while keeping uncertain cases visible?
What we know so far
- → High-confidence routing works best with fewer, clearer categories.
- → Human corrections need to feed a review queue, not silently disappear.
- → Response quality matters more than the percentage fully automated.
This field note will be updated as the experiment develops. Last reviewed: July 2026.