Request triage
Read incoming emails or tickets, classify them, extract details and route them to the right queue.
Who it’s for
Who this is for and the problems it solves
Typical clients
- Operations teams handling high volumes of routine requests
- Finance and admin teams processing approvals, invoices and forms
- Support teams answering repeat questions
- Sales teams updating CRMs and following up manually
Common problems
- Staff copy data between email, spreadsheets and business systems
- Requests wait in queues because each one needs a few manual steps
- Rule-based automation breaks on unstructured inputs like emails and PDFs
- Nobody can see where a request is or why it stalled
Use cases
What we can build
Examples of our capabilities, not descriptions of specific client projects.
Back-office processing
Check documents against rules, update records and prepare items for approval.
Support automation
Draft or send answers from your help content and hand complex cases to staff.
CRM and data updates
Keep records up to date from emails, calls and forms.
Scope
Scope, deliverables and what we need from you
What we deliver
- Process mapping and selection of the steps worth automating
- Agent or workflow design, including when to hand over to a person
- Integrations with your tools through APIs or automation platforms
- Monitoring, logging and an audit trail of actions taken
- Testing against real examples before rollout
- Runbooks and handover for your team
Data & integration requirements
- Examples of the requests or documents the workflow handles
- API access or credentials for the systems involved (for example email, CRM, ERP or ticketing)
- The rules and approval limits staff follow today
- A process owner who can review results
Delivery
How we deliver and evaluate
Discovery
Understand the workflow, the data and what success looks like. Agree scope and measurable targets.
Prototype & evaluate
Test the approach on a sample of your data against agreed criteria before a full build.
Build & integrate
Develop, connect to your systems and test with your team, with regular demos.
Deploy & support
Release to your chosen environment, hand over documentation and agree ongoing support.
We test each workflow on a set of real past cases, measure how many it completes correctly and how many it hands to a person, and agree thresholds with you before rollout. We usually start with the agent suggesting actions for approval, then expand what it does on its own as results are confirmed.
Evidence
Relevant work
We don’t yet have a published client case study for this service. We can walk you through relevant work and our approach on a call.
Options
Ownership, deployment and support
Ownership
Ownership of the code, prompts, evaluation sets and any model weights we produce for you is agreed in the statement of work, subject to the licences of any third-party models or components used.
Deployment
Your own cloud account (AWS, Azure or Google Cloud), your on-premises environment, or hosting managed by Kubit’s.
AI models
Hosted models from major providers, open-source models run in your environment, or models fine-tuned on your data, chosen per use case for accuracy, cost and data handling.
Support
Post-launch support and maintenance are agreed per project, including monitoring, updates and response times.
FAQ
Questions about this service
Will the agent act without anyone checking?
Only where you decide it should. We usually start with human approval for every action and widen it step by step as accuracy is confirmed.
Can you work with our existing automation tools?
Yes. We can build within tools you already use or write custom services where they fall short.
What happens when the agent is unsure?
It hands the case to a person with the context it gathered, so nothing is silently dropped.