MCCM Wiki
AI for inbox triage
Route inbound mail or tickets to the right queue with AI suggestions and a human confirm step. Watch misroute rate as closely as speed.
Why this matters now
Teams stall on ai for inbox triage when nobody owns the next step. Name the owner before you pick a tool.
Practical steps
1) Write the job in one sentence. 2) Baseline the current time or error rate. 3) Design a reviewed workflow. 4) Run a 6–10 week pilot. 5) Keep or kill based on the KPI.
Risks to avoid
Do not expand scope mid-pilot, skip human review, or paste personal data into unapproved tools.
Related MCCM work
Pair this page with an AI audit, a clear pilot KPI, and GDPR-safe prompt rules.
Done looks like
The owner can show the KPI trend and the review gate without opening a slide deck.