Email classification and routing workflow

Problem: customer service received 200+ emails/day, manually sorted and routed to the right contacts, with an average 48h response time. Solution: N8N workflow with AI classification (Mistral) of emails by topic and urgency, automatic routing to relevant teams, and pre-drafted responses for recurring requests. Result: routing time reduced by 95%, response time down to 4h.

Problem

customer service received 200+ emails/day, manually sorted and routed to the right contacts, with an average 48h response time.

Solution delivered

N8N workflow with AI classification (Mistral) of emails by topic and urgency, automatic routing to relevant teams, and pre-drafted responses for recurring requests.

Result achieved

routing time reduced by 95%, response time down to 4h.

Why this matters for SMEs

This case shows how clear scoping, fit-for-purpose tooling and explicit gain tracking turn a business need into an operational result for an SME.

How to evaluate this case

To reuse this approach, check the starting context, delivered scope, maintenance ownership and available measures. A solution creates value through team adoption as much as through technology. This checklist helps compare the problem addressed here with your own situation before starting a prototype or integration.