Inbox Intelligence — Customer Service

Proof of concept · sample data

Black & Black Surgical · info@blackandblacksurgical.com · Friday, July 24 — as of 2:15 PM

Today at a glance

Live view of the shared inbox — assignment read from the color categories your team already applies in Outlook.

Emails received today

as of 2:15 PM · on pace for ≈ 80

Awaiting first reply

oldest waiting 4h 10m

Escalations open

1 critical · 2 serious · 1 elevated

AI drafts ready for review

saved into threads as Outlook drafts

Avg first response (today)

1h 24m

▼ 18m vs 30-day average

Needs attention now

Threads flagged by sentiment & urgency analysis — customer frustration, hard deadlines, repeated follow-ups

Urgency	Thread	From	Waiting	Assigned
⬤Critical	Re: PO #48112 — THIRD request for tracking information 3rd follow-up in 48h · strongly negative tone detected	Weiss Klinik Frankfurt	4h 10m	Unclaimed
⬤Serious	Case scheduled Monday 7 AM — need ship confirmation today Hard deadline detected: surgery Mon, Jul 27	St. Vincent Surgical Center	1h 05m	Priya Nair
⬤Serious	Order #47903 — received wrong retractor set Fulfillment error · replacement urgency implied	Horizon Outpatient Group	2h 40m	Janet Brooks
⬤Elevated	Quote QT-2214 follow-up — purchasing decision this Friday Time-sensitive commercial request	MedEquip Distribution BV	3h 15m	Sofia Ricci

AI draft queue

Incoming emails classified by intent — a reply is drafted from your templates and saved directly into the Outlook thread. An agent reviews, edits, and sends. Nothing goes out automatically.

Received	Subject	Detected type	Template matched	Draft	Claimed by
1:58 PM	Where is my order? PO #48217	Order status	Order status + tracking	✓Saved to thread	Unclaimed
1:41 PM	Price & availability: 5mm Maryland dissector ×12	Quote request	Quote: price & availability	✓Saved to thread	Marisol Vega
1:22 PM	Sterilization guidance for 40-1120 dissecting scissors	Product question	Care & sterilization guide	✓Saved to thread	Renee Thompson
12:57 PM	RMA request — instrument tray damaged in transit	Returns / RMA	RMA initiation + photo request	✓Saved to thread	Angela Marsh
12:31 PM	Distributor application — Benelux region	Other	No template match	⬤Manual reply	Denise Carter
12:14 PM	Tracking shows delivered, but nothing received	Shipping	Carrier investigation	✓Saved to thread	Sofia Ricci

Trends

Computed from message timestamps and category history already stored in the mailbox — available retroactively, no process change required.

Range

Email volume by day

Incoming messages to the shared inbox

Handled by agent

Claimed threads, by Outlook category color

Requests by type

AI-classified intent of incoming email

First response time

Average time from arrival to first human reply, business days (minutes)

How this works

Three capabilities, layered on the shared inbox you already use — nothing about the team's workflow changes.

1 · Your colors are already data

The color categories agents apply to claim threads are readable through Microsoft's standard mail API. Assignment, workload, response and resolution times can be measured — retroactively, across existing mail history.

2 · Drafts appear inside Outlook

AI classifies each incoming email, matches it to your existing response templates, and saves a drafted reply directly into the thread. Agents review, edit, and send exactly as they do today. No new software to learn.

3 · Urgency never sits unnoticed

Every message is scored for urgency and customer frustration. Hard deadlines, repeated follow-ups, and rising irritation are flagged for immediate attention before they become complaints.

Proof of concept. All data on this page is fictional sample data — agent names, customers, and messages are invented for demonstration. Assumes a team of 7 agents handling ≈ 75 requests per business day.