Productized offering

Customer Service Intake Hub

Unify shared mailbox, voice, and digital intake into one operational queue with AI-assisted triage and SLA control.

What it does

  • Shared mailbox ingestion with normalized intake records
  • Twilio voice and voicemail transcription pipeline
  • Intent classification, extraction, and urgency scoring
  • Queue routing rules with SLA timers and escalation triggers
  • Agent-assist workspace with draft response support

Integrates with

  • Microsoft 365 shared mailbox
  • Twilio
  • CRM and billing systems
  • Ticketing/helpdesk platforms
  • Power BI dashboards

Implementation steps

  1. Map inbound channels and define queue ownership model
  2. Connect mailbox/voice ingestion and canonical data schema
  3. Implement classification, escalation, and SLA policy logic
  4. Deploy agent-assist workspace and operations dashboarding

Security and auditability

  • Role-based access controls for customer data
  • Audit logs for triage and response actions
  • PII handling aligned to internal policy and retention controls
  • Human-in-the-loop approval before outbound customer responses

Most customer operations teams are not short on channels.
They are short on operational coherence.

The Customer Service Intake Hub is designed for teams that need one execution model across shared mailbox, voice, and web inputs.

Instead of channel-specific workflows, the hub creates one queueing system with:

  • standardized intake records
  • policy-based triage
  • escalation and SLA governance
  • reporting for both operators and leadership

This productized pattern is often used as the operational backbone for telecom and utility-style support teams.

Product Video: Customer Service Intake Hub

Synthesia module showing email/voice unification, AI triage, and operator workflow controls.

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▶ Video coming soon
  • Use case fit
  • Implementation flow
  • Expected outcomes
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