Answer
Uncertainty is treated as a state of its own. The incoming item stays visible, receives the available hints and is assigned to a clarification role. An employee can select the customer, order or case, add missing information and continue processing. The original message is retained; automatic extraction and human correction are kept separate.
This is more important than the highest possible apparent automation rate. A system that assigns 95 per cent correctly and five per cent invisibly wrongly can cause greater damage than a transparent suggestion system. For business-critical data, thresholds and approvals are therefore defined. Automation is meant to speed up safe routine work and better prepare unclear cases – not to hide responsibility.
As of 3 September 2026
Further reading
Related topic: Workspace: Inbox and cases