Case Study: International Transportation Company achieves automated high-volume email triage and multilingual routing with Cortical.io Semantic Classification

How an International Transportation Company Optimized High Volume Email Processing in Customer Centers

International Transportation Company was receiving 100,000–250,000 customer emails per day across 35 countries and struggled to identify which messages actually required a response (only about 50%), wasting agent time on out‑of‑office and FYI mails and handling multiple languages. To solve this, the company engaged Cortical.io and deployed Cortical.io Semantic Classification, a biologically‑inspired NLU web service trained on a small set of annotated emails and logistics domain material.

Cortical.io implemented a scalable web service (in partnership with PwC Germany) that flags “no case” emails, classifies business topics (invoice, complaint, order, etc.), detects language for routing, and provides full audit‑traceability. The solution delivered human‑level accuracy, sub‑one‑second average processing, handled hundreds of thousands of emails daily, exposed annotation errors, and reduced manual sorting so customer centers could focus on the ~50% of emails that required action.