Managing a Fair Inquiry Response Team with AI

Last Updated：

2026-03-27

AI randomly assigns inquiries to balance workload and improve team morale.

1. Issue: Uneven Task Assignment

An IT company uses Augmented Reality (AR) technology to deliver interactive services for education and training. To handle customer inquiries related to their cloud services, the company has a dedicated team made up of one leader and five members. Customers submit their inquiries through a web form, and the team responds via email.

However, the current task assignment system for inquiry responses has become uneven, leading to a sense of unfairness within the team. Members who are assigned a heavier workload complain of being overburdened, while those with fewer assignments express anxiety about not being trusted. This imbalance is creating a negative impact on team morale and overall efficiency.

This sense of unfairness can lead to serious team operational problems. It risks lowering team members’ motivation, decreasing productivity, and increasing the risk of staff turnover. Therefore, it’s urgent to implement measures to address and eliminate this unfairness.

2. Solution: AI-Powered Random Assignment

The team leader, the process owner, realized they were unconsciously assigning a disproportionate number of tasks to veteran members who appeared more experienced and available.

To address this, they’ve decided to eliminate the manual “1. Assign Responder” step, previously handled by the leader. In its place, a new, AI-driven process has been introduced.

Under this new process, “x1. Select Responder by AI,” the AI will randomly choose one email address from the five team members. The member associated with the selected email address will then be automatically set as the responder for the “2. Draft Response” step in the subsequent “x2. Set Responder” stage.

Before

View details of the workflow diagram

s1. Inquiry Reception

The customer initiates an inquiry by filling out a web form, providing their email address and the details of their question.

1. Assign Responder

The team leader decides which member will be responsible for drafting the response to the inquiry.

2. Draft Response

The member chosen in the “Assign Responder” step creates the draft response to the customer’s inquiry.

3. Review

The drafted response from the “Draft Response” step is reviewed. This likely involves checking for accuracy, completeness, tone, and adherence to company guidelines.

2′. Rework Response

If issues are identified during the “Review” step, the response is sent back for revisions based on the feedback.

m1. Send Response

Once the response is finalized (after review and any necessary rework), an email containing the answer is sent to the email address the customer provided in the inquiry form.

After