03 Scope
The queues this gets used on
Five, and they share the same shape: something arrives as free text or a document, and a person currently reads it only to decide where it goes.
- Support tickets and complaints, classified by product, issue type and urgency, with tone taken into account for escalation rather than left to whoever opens the inbox first.
- Supplier documents, sorted into invoice, credit note, purchase order confirmation, delivery challan or something needing a human, before any extraction happens.
- Insurance and warranty claims, routed by claim type and completeness, with the missing-document list produced automatically rather than after a first review.
- Applications and forms, checked for completeness and routed by category, so an incomplete submission is returned in minutes instead of sitting in a queue for days.
- Inbound email at a shared address, which is almost always the single largest unrouted queue in a business and the one nobody owns.
The assisted lane was the surprise. Roughly half our tickets now arrive pre-classified with a suggestion, and confirming one takes a second instead of a minute of reading.
04 Delivery
How we build one
Five steps, and the first is allowed to end the project by concluding that rules would do the job better.
Step 1: Check the field is not already there
If the routing input exists as a field somewhere, rules are cheaper, faster and need no review lane. We check before quoting a model.
Week 1Step 2: Pilot the classification
100 to 300 real items with the correct routing recorded by your team, and accuracy reported per category. The categories will not be equally easy and the report says which.
Weeks 1 to 3Step 3: Set the lane boundaries
Per category, from the cost of a misroute. A cheap-error category gets a wide straight-through band; an expensive one may have none at all.
Week 4Step 4: Build the exception desk and fallback
Ownership, a service level, escalation, and a rule that routes everything to people if the provider is unavailable.
Weeks 4 to 8Step 5: Close the correction loop
Every reassignment recorded and fed back into the evaluation set, so accuracy stays true and problem categories surface instead of being tolerated.
Ongoing
- Every routing decision records what the model was shown, what it concluded, its confidence, the lane it took and who acted, which is what makes a disputed route answerable later.
- Where the workflow writes into the books it inherits the logging control an external audit already tests: an unalterable, timestamped record of each entry and each later change, which is control A.8.15 of ISO/IEC 27001.
05 Honesty
The line we hold on decisions
A model can prepare a decision. It should not make one that somebody has to answer for. Three cases where we keep the human in the seat rather than in the loop.
- An approval. Extracting the value, checking it against policy and routing to the right approver is appropriate. Approving it is not, because an accountable person has to own that outcome.
- A rejection that affects somebody. A declined claim, a rejected application or a refused refund reaches a person before it reaches the customer. The model may recommend and must not conclude.
- An escalation nobody can appeal. Any lane that has no human touch anywhere needs a sampling review, because a category the model quietly gets wrong at scale is worse than one it gets wrong loudly.
Where this goes wrong in practice
06 The people
Who do you actually work with?
Four founders, named. Document automation lives or dies on the exception queue, so a founder owns it rather than whoever notices.
The exception queue is designed on day one and staffed from day one. It is the part that decides whether the automation is trusted.
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Dhanush Prabha
Co-Founder, CTO and CMO
Builds the extraction and the routing, tunes the confidence thresholds, and writes back without retyping.
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Sriram Ravichandran
Founder and CEO
Maps the triggers and the document types, and decides who works the exception queue.
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07 Cross-border
How do we work with clients in another country?
None of this needs you to be in any particular country. The work is remote either way, so these are the answers a buyer asks for before signing, and they are the same on every engagement we run.
Working hours
Our day runs on UTC+5:30. The overlap window with your team is written into the scope rather than assumed, and everything outside it runs asynchronously.
How we communicate
One written update a day on the channel you already use, a standing weekly call inside the overlap window, and a named person to escalate to. Nothing important is agreed only on a call.
Who you contract with
Synerdyn Private Limited, the company behind IncorpX, named in the agreement with its registration number. The governing law and the forum are agreed before you sign, not after a dispute.
Currency and payment
Invoiced in your currency or in ours, your choice, and settled by bank transfer. Milestones are tied to deliverables you can see, never to elapsed time.
What you own
Copyright in everything built for you is assigned on final payment: source code, design files, prompts, configuration and documentation. Third-party licences are listed by name so nothing is a surprise later.
Where data sits
You choose the region your data is stored and processed in, and the answer is written down before the build starts, with who at IncorpX can reach it and for how long.
Offset from our working day standard time
- London-5:30
- Dubai-1:30
- Singapore+2:30
- Sydney+4:30
- New York-10:30
- San Francisco-13:30
IncorpX is a brand of Synerdyn Private Limited. The contracting entity, the governing law and the invoicing currency are all named in the proposal before you sign anything.
08 Reference
Terms used on this page
- Confidence-based routing
- Sending an item down one of three lanes according to model confidence: automatic, assisted with a suggestion attached, or fully human.
- Exception desk
- The staffed queue receiving items the model could not route confidently, with ownership, a service level and escalation.
- Straight-through rate
- Written STP rate: the share of items routed with no human involvement.
- Misroute rate
- The share of items that reached the wrong owner and had to be reassigned, measured after go-live rather than assumed from the pilot.
- Correction loop
- Feeding every reassignment back into the evaluation set, so accuracy stays measured and problem categories become visible.
- Human lane fallback
- The rule that routes everything to people when the model provider is unavailable, so a queue never halts on a third-party outage.
- Anchoring
- The tendency to accept a confident pre-filled suggestion. The reason the fully human lane deliberately presents nothing.
- GDPR
- The EU and UK data protection regime. Article 83 sets administrative fines of up to €20 million or 4% of worldwide annual turnover, whichever is higher, which is why consent, retention and access control are build decisions here rather than paperwork.
09 Questions
AI workflow automation FAQs
Next step
Name the queue somebody reads all day just to sort it.
We will pilot the classification on your own items and come back with the accuracy per category, the share that could route straight through, and a fixed quote.
Read by Dhanush Prabha, our CTO, not a form queue. Reply usually within one working day, in your time zone.
