Resources · Inquiries

How do I sort customer inquiries automatically?

Inquiries can be sorted automatically by capturing them on arrival, classifying them by content and adding a summary. Employees then no longer work through inboxes, but through a list of prepared cases.

Why the inbox is the problem

An inbox is chronological. Work is not. If you work through the inbox from top to bottom, you handle what came in last first, not what needs a decision first. At high volume this creates a queue, not a priority order.

What happens on arrival

Every inquiry is read for its content, assigned to a category and summarized. What is complete goes straight on. What is incomplete is marked as such. Duplicate inquiries from the same person are recognized and merged.

Where a human has to stay

Classification is groundwork, not a decision. Whoever makes a commitment, turns someone down or approves an exception remains a human. The sorting is automated; the responsibility stays where it belongs.

What you notice first

First the response time drops, not the workload. If you reply within minutes instead of days, you get different inquiries. In rentals and in sales, that is the difference between getting to choose and getting what is left.

Follow-up questions

Does this work with our existing inboxes?

Yes. Inquiries are picked up where they arrive today. No new system has to be introduced and no address has to change.

What happens to inquiries that are not clear?

They are marked as unclear and passed to a human. The system does not decide when the situation is not clear; it says that it cannot decide.

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