Job
Classify incoming work
Tickets, emails, forms and voicemails tagged by type, urgency and owner — using a mix of rules and AI tuned on how your team actually categorises things.
Eastbourne · UK
/ AI Solutions / Triage & summarisationIncoming work, tagged and summarised before it hits a queue.
AI that reads tickets, emails and forms — classifies them, summarises them, enriches them from your systems and routes them — so the human starts with the answer half-written, not the question half-read.
01/ What this actually is
The quiet layer between inbox and human.
Most teams spend 20–40% of their day reading inbound work just to decide where it goes. This is the layer that handles that reading — tagging, summarising, enriching, routing — so the human only sees items that need judgement, with the context already attached.
02/ Jobs it does
Six shapes of triage work.
Narrow, well-scoped jobs the triage layer can take off a human's plate — reliably enough that people stop checking every classification.
Job
Summarise long threads
Email chains, case notes, call transcripts and attached documents reduced to the shape the next person actually needs — not a generic bullet list.
Job
Enrich from your systems
Pull the customer record, the last ticket, the contract tier, the SLA clock — attached to the item before anyone opens it, so the human starts with the context already gathered.
Job
Route to the right queue
Rules plus AI judgement for the grey cases, with the classification logged so you can tune it over time — not a black box.
Job
Flag the things that need eyes
Complaints, escalations, legal or regulatory language, unhappy tone — surfaced early and routed to whoever needs to know, rather than buried in the queue.
Job
Deduplicate and cluster
Three versions of the same request, reported by three different users, joined into one piece of work — instead of three parallel conversations.
03/ How we'd approach it
One channel, rules-first, humans in the loop until the metrics hold.
Triage AI fails when it's rolled out across every inbound channel at once. We'd rather prove it on one queue and grow from there.
Start with one inbound channel
One mailbox, one ticket queue, one form — classified properly. A universal triage layer across every channel at once is how these projects drift for a year.
Rules first, AI for the grey cases
Deterministic routing handles 60–80% of traffic cleanly. AI is reserved for the cases rules can't settle — which keeps cost and error rate down.
Log every classification
Every tag, every summary, every routing decision is recorded with the input it came from — so the system is tunable, auditable and honest about where it's wrong.
Keep a human in the loop early
For the first weeks, the AI's classification is advisory and a human confirms. We remove the training wheels once the metrics say it's safe to.
For the governance side — permissions, audit logs and the identity perimeter that keeps classification honest — see the AI security perimeter.
04/ Rules vs AI
Most of the value comes from the boring part.
The unglamorous truth about triage projects.
The single biggest win in most triage projects isn't the AI — it's the work of writing down the rules the team has been carrying in their heads for years. AI earns its keep on the long tail of ambiguous cases, but a properly thought-through rule set does the heavy lifting. We don't reach for the model until we've mapped the rules first.
05/ Where it lands
Sitting between your channels and your queues.
Triage is worthless if the classification doesn't flow into the systems the team actually works in.
/ Into your systems
The triage layer reads from mailboxes, ticket systems and form endpoints, and writes tags, summaries and links back to the record. That plumbing is the systems integration work we do as day-job.
/ Into your workflows
Once an item is classified and enriched, it flows into the routing, SLA and escalation plumbing handled on the workflow automation page.
/ Backed by
Delivered by M-Tech Labs with the compliance and security discipline of M-Tech Systems — Cyber Essentials certified, aligned to NCSC CAF 4.0 and progressing through the Assurix trustmark programme. Code is continuously scanned for quality and security with Aikido, and hosted software runs on our own Nutanix / Fortinet platform — continuously pen-tested, current-version, UK-based. See secure development for the full picture.
Back to AI Solutions/ Start a conversation
Start with one queue. One week of traffic tells us the shape.
A short discovery call on which inbound channel costs the most human reading time — and whether rules, AI or a blend of the two gets you the biggest win first.