Spring Racing Carnival is a busy period for online wagering companies, with email volumes about 5X the usual. Traditional hiring short-term customer service agents is a drain on company resources and a risk to customer experience. The company was therefore, looking for an automated email triage system.


  • Online wagering company

Time Frame

  • June 2017 – October 2017

Area of Expertise

  • Artificial intelligence

Responsible for

  • Select and build models using algorithms that are usable for natural language
  • Automated download, classification and archival of scored emails


  • Discovery: Benefits to various teams
  • Prototype: Accuracies, encourage non-technical audience to stress test the system with a challenging email
  • Production: Access to inbox, end-to-end automation from Microsoft Exchange Inbox to SQL Server
  • Monitoring: Accuracy reports

Outcomes and Benefits

  • Fully automated system
  • Reduced hiring and training overheads
  • Reduced average response time from couple of days to within the day

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