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LLM email triage for entertainment industry

Entertainment-industry client · 2025 · email classification + routing

LLMClassificationEntertainmentEmail automation

Problem

An entertainment-industry company was drowning in inbound email — agent submissions, press requests, fan/PR escalations, legal notices, internal team threads — all flowing into shared inboxes with no time to triage cleanly. Important threads slipped through; routine ones consumed disproportionate attention.

Approach

Built an LLM-based email categorisation and routing layer. Each inbound message characterised across multiple axes — intent (submission, complaint, request, noise), department (legal, A&R, talent, ops, PR), urgency (immediate, this-week, FYI), sentiment, named entities — using LLM classification rather than brittle keyword rules. Routed automatically to the right inbox or team channel with a confidence score, plus a "needs human review" queue for low-confidence cases.

Stack

Claude for classification · embedding-based similarity for known-pattern recognition · Python service layer · existing email-infrastructure integration

Outcome

Routine emails handled without human triage; urgent ones surfaced within minutes instead of buried. The classification model produced not just routing decisions but characterisations — recurring patterns the team did not know existed, surfaced as monthly reports.

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Aru Bhardwaj

Fractional CTO architecting sovereign AI systems for startups and scale-ups across Europe. Custom ML, agentic RAG, and secure LLM infrastructure. 7+ years turning complex data into production intelligence.

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