Smart Inbox at Financial Services Providers

Challenge

Intrum, a leading debt collection provider, received hundreds of emails a day from debtors, lawyers, and courts. Every email had to be reviewed manually, assigned to the right case handler, and prioritized. As case volumes grew, manual routing became the bottleneck.

Starting Point

• 500+ emails a day in the central inbox
• Manual routing handled by 2 employees
• Critical deadlines were being missed
• No visibility into processing status
• Growing case volumes with no increase in team size

Approach

1. Analysis of email types and routing logic
2. Development of an AI classification model
3. Built a human-in-the-loop workflow
4. Integration with the existing case management system
5. Incremental automation — one category at a time

Solution

Smart inbox processing with automatic classification by content, sender, and urgency. Standard emails are routed automatically and come with suggested responses. For complex cases, a human decides — and in doing so, trains the AI.

Value / Results

• 70% less manual sorting work
• Response time cut from days to minutes
• No more missed deadlines
• Full visibility into processing status
• Scaling without growing headcount