New cases are checked and routed to their team.
Applications, claims and requests arrive by email, portal and post, often as one bundle. The platform splits each bundle, checks the case is complete and routes it to the team that handles it.
Changes
- Receiving
- TodayStaff check shared mailboxes, portals and the post room for new cases.
- With AxeleredAll channels feed one queue. Each case keeps a link to every file it arrived with.
- Sorting
- TodayA clerk separates each bundle into its forms and attachments.
- With AxeleredThe platform splits each bundle and classifies every document by type.
- Completeness
- TodayA missing document is found when a handler opens the case.
- With AxeleredEach case is checked against the documents its type requires.
- Routing
- TodayClerks forward each case by hand. A misrouted case is forwarded again.
- With AxeleredRouting rules assign each case to a queue by type, region and priority.
Unclear cases go to a triage reviewer.
Five steps run on every submission. Rules handle the known cases and models handle the rest. Below 95% confidence, a person decides.
- Step
Capture
Email, web forms, portals and scanned post feed one queue. Each submission keeps its channel, sender and time of receipt. An unreadable file goes back to the sender with a request for a new copy.
- Step
Split and classify
The platform splits each bundle into documents. A classification model assigns each one a type, such as form, identity document or invoice. A document below 95% confidence goes to a triage reviewer.
- Step
Read
An extraction model reads names, reference numbers, dates and amounts. When the reference matches an open case, the platform adds the submission to it. Otherwise it opens a new case.
- Step
Check
Rules check each case against the documents its type requires. When one is missing, the platform asks the sender for it and holds the case until it arrives.
- Step
Route
Routing rules assign the case to a queue by type, region and priority. A case that matches no rule goes to a triage reviewer.
Datasheet
- Inputs
- Email with attachments, web forms, portal uploads, scanned post, multi-document PDFs
- Outputs
- Classified, complete case in your queue or case-management system. Source files and routing decisions in the audit log
- Systems
- Salesforce, ServiceNow, Microsoft Dynamics 365, Guidewire, SharePoint; email, SFTP, portal APIs
- Volume
- 5,000 to 200,000 submissions a month per deployment
- People
- Triage reviewers for unclear cases, a process owner for routing rules
- Controls
- Confidence thresholds per document type, routing rules under change control, audit log of every decision
- Languages
- 48, including mixed-language bundles
Results are measured against your own baseline.
The baseline comes from your cases in the quarter before go-live. We report the same figures every month.
Median of 4 deployments, 12 months after go-live.
On golden sets of 3,000 documents per customer.
Median, down from 2 days before go-live.
Routed without triage: assigned to its final queue without a person changing its type or queue. Classification accuracy: share of documents given the type a trained reviewer would assign.
We stop a pilot that misses its gate.
Each stage ends with a target agreed before work starts.
- Stage 1 · 2 weeks
Assess
We classify 3,000 of your past submissions and compare each type and queue with your records.
- Stage 2 · 4–6 weeks
Pilot
The platform routes live submissions in parallel with your current process.
- Stage 3 · Ongoing
Production
The platform routes into your live queues. We report routing rate, accuracy and time to queue every month.
Talk to
an engineer.
A solutions engineer reviews your processes with you and shows where automation pays off, and where it does not.
Book a call