An invented equipment-rental firm in Oulu, a 30-clause policy handbook and 150 synthetic customer emails. A pipeline classifies each one, drafts a reply with clause citations, checks the draft against three rules and routes the result. 122 were sent automatically without a single rule violation. All seven safety and data-request emails were escalated. 81.3% straight-through rate.
At Haapaharju in Oulu, Päivi in customer service is working through the Tuesday inbox. Three emails down, a return request reads like a two-minute job, but the customer has not said whether the equipment was collected or dropped off, and until someone asks, any reply is a guess. That inbox receives about a hundred and fifty customer emails over three weeks, and a thirty-clause policy handbook governs what staff may promise. We built a pipeline to handle the routine ones automatically. It classifies each email first. Safety emails and requests for personal data go straight to a person with no draft at all. For the rest, a model drafts a reply citing the handbook clause behind each commitment, refusal or discount. Three rules then check every draft before it can be sent. One checks the draft against the handbook. One checks that every question in the email has been answered. And one compares the draft with what the company has already promised that customer in an earlier message. One hundred and twenty-two of the one hundred and fifty emails went out automatically, with no rule violation. All seven safety and data-request emails were escalated correctly. Six emails that were asking for more information were misclassified as routine and sent without review, but none of the six contained anything harmful. The firm, its handbook and all the emails are invented. The pipeline transfers to a real inbox.
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