AI-powered enquiry and document processing

The challenge

A specialist service provider received customer enquiries in inconsistent formats, often with PDFs, spreadsheets and other attachments. Staff reviewed each submission, extracted details and entered them into internal systems by hand.

The variation between requests made conventional rule-based automation insufficient and slowed the initial handling of enquiries.

What we built

We built an AI-assisted intake system that collected messages and attachments, extracted document content and identified enquiry type, requirements, location, deadlines and other relevant details.

Business rules and reference data checked the extracted information. Straightforward records moved through defined workflows; ambiguous or incomplete requests were flagged for staff review.

An internal interface let employees inspect source material, correct fields and approve the next action before validated enquiries entered the CRM or operational system.

Business value

The system was designed to make incoming information more consistent and reduce manual processing. AI handled interpretation within a workflow that retained validation and human oversight.

Capabilities

AI integration · Document intelligence · Data extraction · Bespoke interfaces · Workflow automation · API development