Our client is a convenience retail company operating across the UK, Europe, and the Americas, with a diverse portfolio spanning grocery, merchandise, foodservice, and fuel. They have several shared mailboxes that receive emails from different vendors. The emails differ in nature, such as invoices or unique details. The purpose of the automation is to separate all those emails into the correct mailbox. This process is called mailbox triage, where Jo reads through each mailbox and each e-mail and looks in each kind of PDF attachment for certain vendor names or phrases. Jo the digital worker then uses AI to scrape the information and then matches it to a mapping file. The mapping file tells Jo which mailbox to forward that email into.
This convenience retailer, founded in 2001, operates nearly 6,000 stores across nine countries and generates over $24 billion in annual revenue. Every day, it processes a substantial volume of emails across its network.
The management of these inboxes was previously looked after by several teams and was quite tedious, as each email had to be opened to see where the email needed to be sent. This tiresome task was a prime process for automation, with Jo Cevitr's digital worker taking over management of these inboxes.
There were several rules that needed to be put into place for the management of the inbox. For example, some of the emails that come in need to go to a specific folder in the mailbox or be redirected to a specific mailbox depending on who the sender is. There are also some exceptions where our client wanted the email to be processed manually. We trained our bot Jo the digital worker to exclude these emails. The inboxes that Jo manages process around 200 emails per day using the AI model Gemini-2.5-flash.
Following a process discussion, we worked with our client to scope out the processes and streamline them. We worked closely with our client to finetune the steps, including the exceptions they wanted to take out and thorough checks to ensure Jo the digital worker is managing the inboxes correctly.
Jo the digital worker provides an output log giving our client a list of details such as the attachments that are in the e-mail, where it's been moved to, where it's come from, the date the email was sent, what's in it, and then exactly where it's been sent to. The most important information is that it just shows where the email is going to be moved to.
This case study is a perfect example of how automation can support your business. Jo the digital worker now manages these four high-traffic mailboxes, processing up to 1,000 emails a week. This ensures that emails are safely distributed to the correct inbox. Email triage previously required several team members and took significant time to manage. Jo is now trained to manage this process for our client.
The implementation of the mailbox triage has streamlined the email process for our client, saving them time and money and ensuring that all emails are sent to the correct inbox.