Tell Us Your Problem

Work / AI Operations Platform

Concept / Product Case StudyOperations & Customer Service

AI Operations Platform

AI that reads, routes and drafts, while people stay in control.

IndustryOperations & Customer Service
TypeConcept / Product Case Study
Stack.NETAI AgentsRAGREST APIsSQLEmail integrations

01 · Challenge

Teams drowning in repetitive reading and replying.

Operations and support teams spend their day reading emails, answering the same questions, searching shared drives for the right document, forwarding requests to the right person and drafting near-identical replies. It is slow, inconsistent and impossible to scale without hiring.

  • ×Hours spent reading and sorting shared inboxes
  • ×The same questions answered by hand, differently each time
  • ×Answers buried in documents people cannot find
  • ×Requests routed by guesswork and forwarded twice
  • ×No record of why a reply said what it said

02 · The workflow we built around

One message, from inbox to audit.

Message MSG-88213 · “Invoice copy for March?”

  1. 01Email
  2. 02Classify
  3. 03Retrieve
  4. 04Verify
  5. 05Approve
  6. 06Send
  7. 07Audit
01/ 07

Email

A customer email arrives in the shared inbox, connected through Microsoft 365.

Shared inbox AI triage on
I
Invoice copy for March?Can you resend our invoice for March…
Billing0.94
C
Can’t reset my passwordI tried the reset link twice and…
Support0.88
P
Pricing for 40 seatsWe are evaluating options for our team…
Sales0.91
D
Delivery window changeIs it possible to move Thursday’s…
Operations0.62
02/ 07

Classify

The agent identifies intent, priority, customer and the team that owns it.

C
Invoice copy for March?Can you resend our invoice for March? Our accounts team needs it for month end.
IntentBilling · document request
PriorityNormal
CustomerMatched to existing account
OwnerBilling team
03/ 07

Retrieve

Relevant passages are pulled from approved company documents (RAG), ranked by relevance.

“March invoice” + “payment terms” for this account
Invoice INV-0312.pdfInvoice · March · account match
0.97
Billing policy v4 · §2.1“Standard terms are net 30 from the invoice date…”
0.91
Terms of service v9 · §7Cancellation and refunds
0.42
04/ 07

Verify

Sources, document versions and citations are checked, and the draft gets a confidence score. Anything low-confidence goes to a person.

Checks before approvalAll passed
Sources answer the question2 of 2 relevant
Documents are currentBilling policy v4 is the latest
Citations attached[1] invoice · [2] policy
Confidence above threshold0.94 ≥ 0.85
No sensitive action requestedSafe to draft
Confidence0.94
05/ 07

Approve

A team member sees the draft, its sources and its confidence side by side, then approves, edits or rejects it.

BillingDraft replyConfidence0.94

Hi, thanks for reaching out. I’ve attached a copy of your March invoice [1]. Payment terms remain net 30 as per your agreement [2].

Sources[1] Invoice INV-0312.pdf[2] Billing policy v4 · §2.1
Approve & sendEditReject
Billing policy v4 · §2.1

Invoices are issued monthly. Standard payment terms are net 30 from the invoice date unless otherwise agreed in writing.

Cited as [2] in the draft
06/ 07

Send

The approved reply is sent from the original channel, in the original thread, with its attachment.

Invoice copy for March?Outlook · original thread
C

Can you resend our invoice for March? Our accounts team needs it for month end.

Hi, thanks for reaching out. I’ve attached a copy of your March invoice. Payment terms remain net 30 as per your agreement.

INV-0312.pdf
Sent after approval by the Billing team
07/ 07

Audit

Every input, source, draft, approver and outcome is written to an audit log.

Audit logMSG-88213
09:41:02receivedCustomer email via Outlook
09:41:03classifiedBilling · priority normal
09:41:04retrieved2 sources · billing policy v4
09:41:05verifiedDraft v1 · confidence 0.94
09:43:18approvedby Billing team reviewer
09:43:19sentReply in original thread

03 · What we built

The build, module by module.

01

Email UI

A classified inbox with intent, priority and ownership on every message.

02

Chat UI

The same grounded answers available to customers or staff in chat.

03

Document sources

Approved knowledge sources indexed and searchable, with version control.

04

Approval UI

Draft, sources and confidence side by side, with approve, edit and reject.

05

Workflow graph

Configurable steps, thresholds and routing rules per request type.

06

Audit log

Immutable history of inputs, retrieved sources, drafts, approvers and outcomes.

Screens

Shared inbox AI triage on
I
Invoice copy for March?Can you resend our invoice for March…
Billing0.94
C
Can’t reset my passwordI tried the reset link twice and…
Support0.88
P
Pricing for 40 seatsWe are evaluating options for our team…
Sales0.91
D
Delivery window changeIs it possible to move Thursday’s…
Operations0.62
AI Operations PlatformEmail UI · Classified inbox
BillingDraft replyConfidence0.94

Hi, thanks for reaching out. I’ve attached a copy of your March invoice [1]. Payment terms remain net 30 as per your agreement [2].

Sources[1] Invoice INV-0312.pdf[2] Billing policy v4 · §2.1
Approve & sendEditReject
AI Operations PlatformApproval UI · Draft with sources
What is your cancellation policy for annual plans?
AssistantAnnual plans can be cancelled within 30 days for a full refund. After that, the plan stays active until renewal [1]. Terms of service · §7.3
Sensitive request? Routed to a person.
Ask a question…
AI Operations PlatformChat UI · Grounded answers
Knowledge sourcesApproved · versioned
Billing policyv4 · 12 pages
Terms of servicev9 · 18 pages
Product handbookv2 · 64 pages
Delivery SOPv3 · 9 pages
AI Operations PlatformDocument sources
Audit logMSG-88213
09:41:02receivedCustomer email via Outlook
09:41:03classifiedBilling · priority normal
09:41:04retrieved2 sources · billing policy v4
09:41:05verifiedDraft v1 · confidence 0.94
09:43:18approvedby Billing team reviewer
09:43:19sentReply in original thread
AI Operations PlatformAudit log

04 · Designed outcomes

What the system is built to change.

This is a Techvix product / concept case study. The points below describe what the system is designed to achieve, not measured client results.

  • Repetitive messages drafted for review instead of written from scratch
  • Answers grounded in approved sources, with citations
  • People approve what matters; nothing sensitive is sent unreviewed
  • A full audit trail for every automated decision

05 · Technology stack

.NET
AI Agents
RAG
REST APIs
SQL
Email integrations
Next case study TruxPilot
Start with the problem

Have a problem like this?

If this sounds like your operation, tell us how it works today. We will show you what could change.

Tell Us Your Problem See Our Work