Intake Engine is a practical automation build designed to route inquiries, classify urgency, trigger follow-ups, and keep human operators in control. The project shows how an AI layer can make daily work calmer without hiding the logic.
Our Method
We began with user research and stakeholder interviews to understand customer pain points and business goals. Using these insights, our team crafted a clear strategy, validated concepts, prototyped solutions, and aligned decisions.
- We began with user research and stakeholder interviews to understand customer pain points and business goals.
- Using these insights, our team crafted a clear strategy, validated concepts, prototyped solutions, and aligned decisions.
- Clear workflow discovery to separate repeatable work from judgment-heavy moments.
- Automation logic was written to keep responses useful, direct, and reviewable.
- Tailored triggers connected the website, inbox, CRM, and internal task board.
- Continuous testing improved routing accuracy, speed, and team confidence.
The System
The Intake Engine combined a public form, an AI classification step, CRM updates, Slack alerts, and a review dashboard. Every action was logged, every uncertain case was escalated, and the team could adjust routing rules without waiting for a rebuild.
Outcome
The Intake Engine reduced manual sorting, shortened response time, and gave the team a clear queue for follow-up. Leaders could see request volume, common needs, and unresolved exceptions without digging through messages.