The Impact
98
%
classification accuracy, minimizing misrouted requests and SLA risks
40
%
faster ticket response times
87
%
of acknowledgment drafts approved without changes
Enterprise AI: Build or Buy?
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Support teams faced the challenge of managing a shared inbox with 70–100 daily emails covering access requests, onboarding, amendments, and compliance. Support managers tracked tasks in spreadsheets, while Engineers and Partner managers spent hours rerouting messages instead of higher-value work. This manual process led to delays, inconsistent SLA adherence, and misrouted requests - a significant risk in industrial settings where downtime, safety standards, and contractual obligations demanded accuracy and speed.
Unframe deployed an AI-powered inbox automation solution that classifies emails with over 90% accuracy, assigns SLA timelines (e.g., 24 hours for access issues, 48 hours for amendments), and converts each request into a structured ticket with full history tracking. Routing logic directs tickets to the right Engineer, Compliance officer, or Partner manager, while automated acknowledgments summarizing requests and response timelines are sent. A real-time dashboard gives Support Managers visibility into open tickets, SLA performance, and workload, reducing manual triage and freeing staff to focus on engineering, service delivery, and partner support.
