Assisted inbound reply triage (L2)
Form fills, chat transcripts, and inbox replies get classified and summarized before a human touches them, so real buying questions do not sit behind vendor pitches and job applications.
The steps
- 01
Write the classification set
Tool: Manual
Five categories maximum: buying question, support, partner, vendor pitch, noise. More categories means lower agreement and slower triage. Owner: demand gen lead. DoD: categories defined with two examples each.
- 02
Measure agreement before trusting it
Tool: ChatGPT
Classify two hundred historical inbounds and compare to human labels. Publish the agreement rate per category and keep humans on any category below eighty percent. Pitfall: routing on an unmeasured classifier and losing real buyers in the vendor bucket. DoD: agreement rate published per category.
- 03
Summarize with the original attached
Tool: HubSpot
Every routed item shows the summary and the full original text. Reps must be able to read the raw message in one click. Owner: marketing ops. DoD: summary and original both visible on the record.
- 04
Sample the noise bucket weekly
Tool: Slack
Read twenty noise classified items each week. The cost of this play is entirely in false negatives, so inspect them deliberately. Owner: demand gen lead. DoD: weekly noise sample with misroutes logged.
Tools in this playbook
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.