How I Built an AI Email Triage System for My CPG Business

Following up on my last AI project, here is the second system I built a while back to streamline my previous CPG business: an Automated Ticket Priority Classifier.

In the world of physical products, not all emails are created equal. A "your site won’t take my payment" (High) needs to be handled faster than "your packaging is adorable" (Low).

To keep our response times tight without needing to grow the team, I built an AI pipeline to do the heavy lifting.

How it works:

- We take the firehose of daily customer emails, everything from urgent complaints to "just saying hi."

- AI "reads" the context. I used Sentence Transformers to translate human language into a digital map of the customer's intent.

- A Machine Learning algorithm instantly matches that intent against our priority levels. It’s like having a digital triage nurse who never sleeps, flagging the "fires" before a human even opens the inbox.

Now, instead of digging through a flooded inbox and wasting hours on manual sorting, our customer care agents can focus on the "High" priority issues that actually impact revenue first.

Operational efficiency isn't just about working harder; it’s about building smarter tools that give your team their time back.

As always, the code is up on my GitHub.