Where the work stalled
The same accounts questions arrived every week, while the knowledge needed to handle them lived with one person.
What we completed
- Documented how the team already handles each recurring email category.
- Turned that guidance into a knowledge base the business owns.
- Tested read-only checks against the accounting system.
The next controlled stage
The next stage is to generate draft replies for a person to approve. A category would be considered for automatic sending only after its drafts consistently leave unchanged.
Where people stay responsible
A person approves replies while the workflow earns trust. Disputes and anything that moves money always go to a person.
- A person approves replies while each category is being tested.
- Disputes and anything that moves money always go to a person.
Limitations
- Drafts can only be as current and complete as the accounting data they use.
Measuring it
Track emails handled, time to reply and the share of drafts sent unchanged.
No outcome figures are published because a measured baseline and comparison period are not being claimed for this example.
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