Email Helpdesk Responder
An AI assistant that triages incoming support email and drafts responses — client work at IWConnect.
- Category
- AI & RAG
- Tech stack
- LLM
- Role
- Prototype — design & build
Content
A prototype email assistant that reads incoming support messages, classifies what each one is asking for, and drafts a reply for a human to review. The design question it explores: how much of a support inbox can be answered automatically while a person stays in control of what is actually sent.
Problem
Support inboxes fill with repetitive questions that each need a hand-written reply, so response time grows with volume.
Limitations
Prototype-stage: built to test the core idea, without production hardening, mailbox integration depth or long-term accuracy monitoring.
Next steps
A production version would need confidence thresholds, escalation rules and feedback capture on edited drafts.
Outcome
Working prototype that demonstrated the triage-and-draft loop end to end; deliberately kept at prototype stage.