A Smart Inbox automation that saves two hours of admin a day.
Rubis Channel Islands manages customer service queries across Jersey and Guernsey, covering 20-plus query types. During peak periods, 40 to 50 emails could land simultaneously. Blue Llama built a Smart Inbox automation that reads, classifies, routes and replies to every incoming email automatically—saving the team two hours of admin every day, and forming the foundation of an ongoing AI programme with Rubis.
The Challenge
During peaks—statements going out, month-end, campaigns—the team faced dozens of emails arriving simultaneously. Every one required manual reading, island identification, query classification and a written response. High-value customer conversations were being crowded out by repetitive admin.
The Solution
Blue Llama built a Smart Inbox using Power Automate and Azure AI Foundry. Every email is classified, island-detected, matched to a reply template and routed within seconds. The team configures and updates everything themselves via SharePoint—no technical knowledge needed.
- Staff read every email manually to assess type and priority
- Island and account details identified from the email content
- Responses written individually with inconsistent quality
- Every email classified automatically across 20+ categories
- Jersey and Guernsey queries routed to the correct team instantly
- On-brand replies sent automatically using approved templates
The Results
Two hours of admin returned to the team every day. Peak email surges no longer create backlogs. Responses are immediate and consistent. This project is the first phase of a broader AI productivity programme underway with Rubis.
Stop working harder...
Start working smarter.
