Correspondence Triage

of the triage automation tool is to ensure timely and accurate handling of correspondence by automating time-consuming tasks, such as looking up previous relevant responses, especially during crises. The tool may suggest automated responses for repeat enquiries, such as petitions which have all previously received the same reply, and also identify commonly received enquiries that should be referred to other government departments (for example UK Visa enquiries). However it does not write responses. These are sti...

The predictions made by the triage automation tool are monitored by the member of the Correspondence team who has been assigned the correspondence. They are then able to overwrite the predicted case type and/or fields when needed. In addition to this, the performance of the triage automation tool is monitored by a project team.

N/A. All emails are reviewed once they have been triaged by the correspondence tool. This process does not affect individuals right to review or appeal the response provided.

Auto Email Category Classification: Anonymised emails shorten to the main portion that indicates the Auto-Email category Geographical Names (Entity Extraction): User-generated sentences that include Geographical Names such as Countries and Cities Addressee Minister (Entity Extraction): Start of anonymised emails that show who the email is addressed to Themes Category Classification: Anonymised Emails shorten to the main portion that indicates the Theme category Entity Extraction: Anonymised email shortened to in...