Flight Deck: AI email automation
I designed and built Flight Deck for advanced AI email automation and B2B inbox triage. It’s an intelligent triage station that didn’t just sort mail; it fundamentally changed operations, turning a 10,000-email flood into a manageable stream of high-value conversations.
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The 10,000 Email Morning
Every morning, the team woke up to a disaster: 10,000 unread emails. Buried in the noise were urgent client requests, critical outages, and sales leads. But finding them meant sifting through thousands of "Thank you" replies, out-of-office notifications, and duplicate tickets. Morale was tanking, response times were slipping, and the "inbox zero" dream was dead.
Taking Back Control
It starts with Ingestion & Classification: analyzing intent, sentiment, and urgency in real-time. But the real magic happens in the Triage Engine. It routes requests to the right human or handles them automatically, drafting context-aware replies that sound like us, not a robot.
From Chaos to Clarity
Instant Triage: Urgent issues were flagged in seconds, not hours.
Human Focus: The team stopped being data janitors and started being problem solvers.
Stack & engineering notes
Python · Azure OpenAI (OpenAI-compatible APIs) · prompt versioning with staged rollouts · evaluation harness on curated test sets · guardrail layer for low-confidence routing · CI/CD · production monitoring and alerting · EU data residency, GDPR by design, no training on client data. Three decisions carried this system. First, low-confidence classifications route to a human instead of guessing, which is why the misroute rate stays near 3% and nothing is silently lost. Second, prompts ship like code: versioned, evaluated against a fixed test set, and rolled out in stages, never edited live. Third, every automated action is logged and auditable, which is what made the system deployable under GDPR in the first place.
Project outcomes
• Strategic Calm: The panic of the morning backlog is gone. The team starts the day knowing Flight Deck has the watch.
• Consistent Quality: AI drafts ensure every customer gets a high-quality, on-brand response, every time.
• Scalable Trust: By showing our work (confidence scores, citations), we built a system that stakeholders trust to run the show.