CLIENT
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INDUSTRY
Financial advice
SYSTEMS
Outlook · HubSpot · AI classification
One shared inbox, dozens of emails, all by hand
The firm helps private customers move their savings from one provider to another. Every provider replies into the same inbox, in its own wording, with no common format.
Inbox rules could not solve this. The subject often says little, and the right action depends on reading the body and checking the deal in HubSpot.
Five steps, every message
The AI decides only what an email means. Every HubSpot change follows rules the client agreed in advance.
It reads the message and attachments, sorts each email into one of seven plain-language types, finds the customer three ways in order, and applies the agreed HubSpot rule.
The final step colour-marks the message in Outlook so the team can see what is done and what still needs a person.
Twelve weeks in production
Twelve weeks in production: 84% of messages had the admin done by the agent, 2,489 messages were handled, 92% of the agent’s decisions were kept by the team, and 403 messages were left for a person.
84% — admin done by the agent
2,489 — messages handled since go-live
92% — decisions kept by the team
403 — messages left for a person
Measured 30 July to 21 October 2026 on the shared inbox the agent runs. Excludes mail routed to a separate document flow. In 2,086 of 2,489 messages the agent found the customer, filed the email on the deal and created the task; just over half were closed end to end with nobody involved at all.
The Outcome
Routine messages are handled, filed and colour-marked before anyone opens the inbox. The team only handles judgement.
If your process can be written as a rule, a conventional integration is cheaper and we will tell you so.
If someone has to read it first and decide what it means, that is a different job and it is the one this page is about.
