Enterprise-grade support triage for high-volume commerce analytics

A mid-market analytics operator supporting Shopify-adjacent merchants was burning senior capacity on tier-one mail—roughly half of volume repeated the same five themes. Leadership needed retention-sensitive replies to remain human-authored while stripping cognitive load from obvious buckets.

• Provisioned Gmail OAuth against a designated shared inbox namespace.
• Each inbound message evaluated through a frontier-model classifier grounded in the organization's approved response corpus.
• Taxonomy outputs: defect, commercial, procedural how-to, roadmap signal, partnership, noise.
• How-to and billing classes produce tone-matched drafts in Gmail Drafts for single-click supervisory release.
• Escalation-worthy classes emit Slack payloads with structured context and recommended next actions.
• Ambiguous traffic remains untouched for manual triage.

Day 1

OAuth harness + classifier blueprint + label routing.

Day 2

Tone calibration against historical outbound corpus; draft synthesis layer.

Day 3

Operational alerting + audit surfaces + prompt governance UI.

Day 4

Regression pass across archived mail sample; 92% routing fidelity.

Day 5

Executive walkthrough recording + production hardening checklist.

• Manual handling window: ~2 hrs/day → ~15 min supervisory review.
• Draft acceptance without rewrite: 78% within first month.
• Zero customer-visible regressions across initial 30-day observation.
• Inference spend stabilized near ~$8/month at observed throughput.