Work2024
Kestrel Logistics
AI Workflow + Internal Tools
Two hundred inbound emails a day now arrive already read, classified and routed to the person who can act on them.
Role
AI workflow and internal tooling
Scope
7 weeks, then ongoing
Year
2024
Discipline
AI Workflow + Internal Tools
The situation
A shared inbox that functioned as the company’s real operating system, and nobody’s actual job.
What we did
Language models used narrowly — read the message, extract the facts, decide the route — with humans kept firmly in the loop on anything ambiguous.
Where it landed
Response times set by capacity rather than by who happened to open the inbox first.
What we made
- 01Message classification and extraction
- 02Routing rules with a confidence floor
- 03Human review queue for anything uncertain
- 04Triage console for the ops team
- 05Weekly accuracy reporting
On a phone, mid-shift
- AI Routing
- APIs
- Operations
Next project
Meridian Supply