Flight Deck
I designed and built Flight Deck to reclaim the workday from email chaos. It’s an AI-powered triage station that didn’t just sort mail—it fundamentally changed how the team operated, 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
We built Flight Deck not just to filter email, but to understand it.
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.
Crucially, we kept humans in the loop. Flight Deck doesn't guess; it suggests. Agents approve or edit drafts, and every interaction teaches the model to be smarter tomorrow.
From Chaos to Clarity
The impact was immediate and profound. We didn't just move numbers; we bought back time.
90% Noise Reduction: 10,000 daily emails became 1,000 meaningful tickets.
Instant Triage: Urgent issues were flagged in seconds, not hours.
Human Focus: The team stopped being data janitors and started being problem solvers.
The dashboard proved it: First-reply times plummeted, and customer satisfaction scores climbed. We turned a firehose into a fountain.
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.