Industrial
Monarch
BKSM: an AI ticketing system replacing the shared inbox
A single Outlook inbox shared by five people with about a hundred mails a week is now an on-premise AI ticketing system that scores urgency and assigns automatically.
Results achieved
No more manual triage
Live SLA overview
Data never leaves the organization
The challenge
The service team handled breakdowns, maintenance and invoice queries via one shared Outlook inbox. Urgent items got buried in routine traffic and nobody had a real overview of the open workload.
Our approach
- 1.Mail ingestion via Exchange (EWS) into tickets
- 2.AI classification on urgency, category and escalation level
- 3.Automated routing to teams and SLA monitoring with alerts
- 4.Independent security audit before go-live
The solution
A bespoke ticketing system with realtime per-employee views and a management dashboard. The AI model runs locally on a dedicated Linux VM at the existing hosting partner — no external API calls, no mail leaving the org. GDPR-compliant by design.
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