Every email, classified, filed, and routed
Sainapse reads every inbound email. Decides what to do with it. Closes the routine ones and files the rest in the ticketing system your agents already use.
Powered by Document Intelligence · Customer Support · Intelligent Ticket Classification · Intelligent Triage & Routing
The problem
A global enterprise can receive tens of millions of customer emails a year, and none of them arrive structured.
Order numbers sit in signatures, intent sits two paragraphs down, and the language changes with the customer, so your agents spend their day on intake instead of resolution.
Most of the tools sold to fix this can't reach the systems your team already works in, so the reading and the retyping stay with your agents.
What Sainapse does
Sainapse runs three steps on every inbound email.
1. Read. Sainapse classifies each email into category, sub-category, type, priority, and group, and pulls the order numbers, account IDs, and other fields out of the message body. Nobody has to open it to triage it.
2. Enrich. Sainapse attaches live data from your CRM, order system, or ERP, so whoever opens the email next has the account in front of them.
3. File. Sainapse creates a structured ticket or service request inside Oracle Service Cloud, Salesforce, Freshdesk, ServiceNow, Zendesk, or Microsoft Dynamics. Routine ones close themselves. Complex ones land in the right queue with full context attached.
Multi-language by default. SME-in-the-loop feedback drives accuracy higher every week.
Proof
32 million
emails routed per year (global logistics leader) · 300,000+ emails per working day (Avery Dennison) · ~5% manual intervention rate · 2,000+ agents served across deployments
Avery Dennison: Email to Service Request, at 300k/Day.
300,000+ emails per working day across 1,000 agents. Email classification, field extraction, and service request creation in Oracle Service Cloud, with ~5% manual intervention.
Global Logistics: 32M Emails per Year, on Salesforce.
Sainapse converts 32 million customer emails a year into Salesforce cases and maps intent to Salesforce Type/Sub-Type for 2,000+ agents. Every SME edit feeds back, so accuracy keeps climbing.
Works with the ticketing system you already run
Oracle Service Cloud · Salesforce · Freshdesk · ServiceNow · Zendesk · Microsoft Dynamics
Sainapse plugs into the systems your team already runs on, with no change to your existing stack. It writes into the schema your agents already use, so nobody has to learn a new tool.
Frequently asked
Sainapse is multi-language by default. It reads each email in the language the customer wrote it in, and classifies it the same way it classifies English, so a multi-language inbox does not need a separate queue or a separate team. Send us a sample of your own traffic and we will show you the coverage on your languages.
At Avery Dennison, Sainapse runs at ~5% manual intervention, so the rest of the inbox is classified, enriched, and filed without a person touching it. Accuracy is measured against SME review, and every correction an SME makes feeds the next cycle, so accuracy keeps climbing on the edge cases.
A first production cohort goes live in 6 to 10 weeks. Week 1 to 3 covers schema mapping and historical email ingestion. Week 4 to 6 runs shadow mode against live traffic. Week 7 onward is phased cutover by queue or business unit, so risk stays bounded.
Yes. Your data stays with you. Sainapse runs in your company's own cloud or your own data center, and your documents never leave your own systems. Every action Sainapse takes is gated and logged, so your security team can see what happened and undo it.
Sainapse escalates instead of guessing, so anything it is unsure about goes to a person on your team before it reaches the agent queue. Every decision is gated and logged, and carries a confidence score. When an agent corrects a classification, Sainapse learns from it, so your team does not correct the same thing twice.
Where this connects
- Document Intelligence
The Customer Support workflow this sits inside.
- Intelligent Field Extraction
Pulls the order numbers and account IDs out of the email body.
- Intelligent Ticket Classification
Classifies each email into category, sub-category, type, and priority.
- Intelligent Triage & Routing
Files the structured ticket in the right queue once it's classified.
- Avery Dennison: email to service request
300,000+ emails a day across 1,000 agents, at ~5% manual intervention.
- Global Logistics: 32M emails on Salesforce
32M emails a year converted into Salesforce cases for 2,000+ agents.
- End-to-end ticket automation
What happens to the ticket after the email is filed.
- Cross-system customer context
The account picture the CRM and ERP enrichment step reads from.
- All use cases
Every workflow Sainapse runs, by the problem it solves.