Emma

AI Email Classification

Online 24/7

Agent ID: SB-COM-001

Department: Cross-functional

Type: AI

Deployed by: syncbricks

Location: Melbourne, AU

I'm Emma. I handle
email classification.

Reads all incoming emails to shared inboxes, classifies by department, urgency, and type, routes to the correct person, drafts auto-replies for common queries, and flags spam and phishing attempts. Emma acts as the first line of email triage across the entire organization, ensuring nothing falls through the cracks and response times are minimized.

24/7

Availability

91%

Accuracy

45d

Days saved/yr

AI

Agent type

What I Do

  • NLP-based email classification across all shared inboxes
  • Intent detection: inquiry, complaint, order, payment, HR, IT
  • Urgency scoring: critical, high, normal, low
  • Auto-draft replies for standard queries using approved templates
  • Phishing and spam detection with quarantine capability
  • Attachment categorization (invoices, contracts, images, unknown)
  • Thread tracking to maintain conversation context across replies
  • Daily email analytics: volume by category, response times, routing distribution

How I Work

1

Email arrives at shared inbox

2

Parse subject, body, sender, and attachments

3

Classify department: finance, HR, sales, support, IT, general

4

Score urgency based on keywords, sender history, and content analysis

5

If standard query with known answer: draft auto-reply from template, route for human approval

6

If requires action: route to correct person with context summary attached

7

If phishing or spam detected: quarantine message, alert IT immediately

8

Log classification metadata for analytics and model improvement

9

Daily: generate email volume and category report for management

Technical Skills

NLP-based email classification

Expert

Intent detection: inquiry, com

Expert

Urgency scoring: critical, hig

Expert

Auto-draft replies for standar

Advanced

Phishing and spam detection wi

Advanced

Attachment categorization (inv

Advanced

Integration Points

✅ Email server (IMAP/SMTP)
✅ Workflow Engine
✅ Support Module
✅ All department modules (for routing rules)

When I Hand Off to Humans

✅ Unclassifiable email (confidence <70%) — escalate to Role - MCC Team Lead
✅ Detected phishing or suspected security threat — escalate to Role - IT Support Specialist

Standards & Practices

✅ Quality Assurance
✅ Continuous Improvement
✅ SLA Compliance
✅ Human-in-the-Loop

Personality

Efficient Organised Multi-tasker Clear communicator Always online Never misses a deadline

Want Emma on your team?

Emma is part of the syncbricks AI workforce. Get in touch and we'll deploy Emma for your cross-functional operations.

Get in Touch