The challenge
What was getting in the way
Operations staff spent significant time reading, categorizing, and forwarding high volumes of inbound email before any substantive work could begin.
Operations
Email Processing with AI Builder
Operations Team
An intelligent inbox workflow that categorized incoming email, extracted key information, and routed work with a human exception path.
Power AutomateAI BuilderMicrosoft 365Email Automation
The solution
What was built
Power Automate monitored the inbox, AI Builder classified content and extracted entities, routing rules assigned work, and uncertain cases were sent to people with full context.
- Continuous inbox monitoring
- AI classification of email type
- Entity extraction for key business data
- Content-based routing to the right team
- Human review path for exceptions
MajorityRoutine messages auto-routed
FasterUrgent-email response
HumanReview preserved for exceptions
System flow
How the pieces connect
A simplified architecture view. Production details vary by environment, identity model, data policy, and operating constraints.
Receive
Microsoft 365 inboxIncoming email→
Trigger
Power AutomateNew-message event→
Understand
AI BuilderClassify + extract→
Route
Business rulesOwner or team→
Review
Exception pathHuman decisionRelated work
More systems in the same problem family
Start with one workflow
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