Document Classification & Routing

Overview

A financial services firm received hundreds of documents daily via email, fax, and mail — applications, compliance documents, account changes, legal notices, and more. A team of 6 people spent their entire day reading, classifying, and forwarding documents. We built an AI classification system that identifies document types instantly, extracts relevant metadata, assigns priority, and routes to the correct department automatically.

The Challenge

The firm handled 40+ document types with subtle differences. A 'change of beneficiary' form looks similar to an 'account update' form. Priority scoring required understanding content — a compliance deadline document is urgent, a marketing brochure is not. The system needed near-perfect accuracy because misrouted documents could cause regulatory issues.

Our Approach

We trained a multi-label classification model on the firm's historical documents. The system first identifies the document type, then extracts type-specific fields (account numbers, dates, names). Priority is scored using a combination of document type rules and content analysis. High-confidence documents route automatically; edge cases go to a human triage queue with the AI's suggestion.

Key Features

• 40+ document type classification
• Key metadata extraction per type
• Priority scoring and SLA tracking
• Automatic routing with confidence thresholds
• Human triage queue for edge cases
• Audit trail and compliance logging
• Daily volume and accuracy reporting

Results

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