Worksheet

Enquiry classification and routing flow

A flow diagram showing an incoming enquiry and an AI classification step that produces a category and confidence score. Low-confidence or sensitive categories fork into human triage. A routing table maps each category to its owning team and expected response time.

Name: ______________________   Business: ______________________   Date: ______________

Cross out or rewrite any heading that does not fit your business. From the guide “How AI Can Help Categorise Customer Enquiries”, www.gullysystem.com/blog/how-ai-can-help-categorise-customer-enquiries