AI Reliably Captures Calls

Last Updated：

2026-03-27

AI filters inquiry emails, separating spam from real leads for faster response.

1. Issue: Delayed Response to Inquiries

A comprehensive provider of office essentials such as copiers and printers has significantly streamlined its inquiry management process. The company utilizes a representative telephone answering service, where professional external operators handle incoming calls on behalf of employees and report the contents of the calls by email. This not only reduces the burden of initial call handling for staff but also ensures a polite and professional first point of contact for callers.

Recently, the company implemented an automated system that integrates report emails from the answering service directly into its workflow system.This crucial enhancement plays a vital role in preventing missed inquiries and ensures that all communications are tracked and addressed efficiently.

Despite these improvements, the company now faces a new challenge: more than half of the automatically imported report emails are sales solicitations. This creates a significant problem where genuine inquiries from potential customers get buried amidst the spam.

As a direct result, the company is unable to respond promptly to valuable leads, leading to a serious risk of missing out on crucial business opportunities.

2. Solution: AI-Powered Urgency Assessment

The process owner has successfully integrated an AI-powered automatic classification system into their workflow for handling report emails.

Specifically, as soon as a report email enters the workflow system, an automated AI step analyzes its content and classifies it as either a sales solicitation or not. Based on this classification, the processing path automatically diverges.

With this setup, “report emails” identified as sales solicitations are categorized as not important. Conversely, all other emails are classified as important. Furthermore, whenever an email is classified as important, a notification email is automatically sent to the relevant administrative department, prompting their immediate attention.

Before

View details of the workflow diagram

x1. Retrieve Email Content

When an email with the label “Phone” arrives in Gmail, its content is read.

1. Assign Responder

A member of the management department determines the “responder” based on the email’s content.

2. Record Response Outcome

The assigned responder reviews the email content and records how the inquiry was handled.

After

View details of the workflow diagram

x1. Retrieve Email Content

When an email with the label “Phone” arrives in Gmail, its content is read.

x2. Urgency Assessment by AI

The AI analyzes the email content to determine if it’s a sales solicitation. The result is then assigned to the data field “Judgment Result”, if it’s a sales pitch, it’s set to “not important”; otherwise, it’s set to “important.”

g1. AI Judgment Result

The workflow path is selected based on the value in the Judgment Result data field, as follows:

If the Judgment Result is “not important”, the workflow proceeds to the “1. Assign Responder” step
If the Judgment Result is “important,” the workflow proceeds to the “m1. Urgent Action Request” email sending event (which is technically referred to as a Throwing Message Intermediate Event).