Message routing

Managing information overload

What is message routing?

Anyone working in an organization and especially those within support and service functions, are familiar with the mass number of emails and information received daily. It is often a challenging and time-consuming process to forward the right information to the right person. Message routing can solve this challenge.

3 facts about the model


Message routing as a standard model is a fast track to AI model implementation.


The model uses historic data to sort messages into meaningful groups.


The model enables you to reduce the time and effort put at the service desk or at secretary level.

Our solution

2021.AI offers Grace Standard Models, including message routing to classify messages into meaningful groups using a supervised algorithm and NLP. This model is trained to process text from the messages to recognize a historically given structure (supervised). The model stores the message associated with a specific group, and which content is most likely to classify the messages.

The business outcome

By using the Grace Standard Model for message routing, the customer gets an overview of the group that the message should be assigned to. The company can route the message to the specific department, desk, or group with less human interaction. Furthermore, the company gets insights into what makes the model rout the messages, which can be used to control content and relevancy.

Interested in taking AI into production?

If you think this model would be relevant for your organization go-ahead and book a demo! We would love to help you get started. Otherwise, you can download our Grace Enterprise AI Platform brochure for more information.