Start a conversation
All case studies

Reference implementation

From scattered enquiries to a controlled response workflow

A realistic design showing how an AI-assisted enquiry process can classify requests, retrieve approved information and prepare a response for review.

The situation

This reference implementation represents a growing service business receiving enquiries through web forms, shared inboxes and phone calls. Staff repeatedly identify intent, search for current information, update the CRM and prepare a response.

Before

Information arrives through different channels. Response quality depends on who is available. CRM updates happen later or not at all, and staff reconstruct context across several systems.

OnPointAI

  1. 01

    Capture the enquiry and preserve the original message.

  2. 02

    Classify intent and check whether required details are present.

  3. 03

    Retrieve approved service and customer information.

  4. 04

    Prepare a response and the proposed CRM update.

  5. 05

    Route uncertain or sensitive cases for human approval.

  6. 06

    Send and mark complete only after connected systems confirm success.

After

Routine preparation is consistent and immediate. Staff see the source information, suggested response and required decision in one place. The workflow records exceptions instead of hiding them.

What would be measured