Inbotiqa – Intelligent Business Email

Gaining Insights from the Treasure Trove of Business Data Stuck in Shared Mailboxes

Bill Moseman — Thu, 29 May 2025 10:04:57 +0000

How structured email and chat data can drive smarter decisions in client service, operations and risk

People love to call email “dying.” First it was chat’s turn. Now everyone says AI will replace it. Yet email still powers the world. In 2025, an estimated 364 billion emails will fly across the globe every day. At the same time, more than 320 million people use business chat tools like Teams, WhatsApp and Symphony each day.

Email and chat remain the engines of modern work. Yet most organisations treat their shared mailboxes like black boxes. Messages arrive. Tasks happen. Insights stay hidden.

Here’s how structure and a bit of in-house AI can turn that noise into clarity.

Why Shared Mailbox Data Is a Hidden Treasure

Shared mailboxes capture every client question, each request you handle and every decision you record. Yet answers to questions like these usually live only in someone’s head:

Which clients are getting frustrated?
Where are SLAs about to slip?
Who on the team is overloaded right now?

You already have the data. It just needs to be tamed.

1. Build Your Data Foundation

You don’t need to rip out your systems. Just pull five core tables each night:

• Cases
ID, client name, case type, open/close dates, SLA status

• Emails
Subject, body, sender, timestamp

• Recipients
To, Cc, Bcc fields, team inbox tags

• Chat Logs
Threaded messages linked back to cases

• Daily Snapshots
Open-case counts and trends over time

Once your shared mailboxes behave like a database, every question becomes a simple query.

2. Bring AI In-House

Run your own language model behind your firewall. Stay in control of your data. Instantly unlock:

• Semantic search – ask plain-English questions and get precise answers
• Thread summarisation – shrink noise and surface what matters
• Tone analysis – flag urgent or frustrated language instantly
• Trigger-based alerts – notify teams before small issues become big problems

No external APIs and no risk of data leakage.

3. Six Analytics That Change the Game

Here are concrete ways to turn structured data into action:

Volume Heatmaps
Shows email and case-type volume by hour.
Staff to match busy windows and spot sudden spikes.
Sentiment vs Response Time
Shows how tone correlates with delays.
Catch frustrated clients before they escalate.
SLA Prediction & Alerts
Shows cases likely to breach SLAs.
Route them to senior staff in real time.
Collaboration Networks
Shows who talks to whom on each case.
Reveal process bottlenecks and training gaps.
Compliance Phrase Detection
Flags terms like “off-book” or “non-public.”
Prevent risky language before it’s sent.
Auto-Updating FAQ
Surfaces common questions and ideal responses.
Deflect repetitive queries and power your chatbot.

4. Quick Start Without a Major Project

You don’t need a year-long roll-out. A simple path:

Export YUDOmail tables to your data warehouse nightly
Deploy your LLM internally with access to that data
Run prebuilt scripts or notebooks for key analyses
Visualise results in dashboards or auto-email summaries
Iterate and refine alerts and models as you learn

Final Thought

Your shared mailboxes hold a gold mine of signals. Structure them and layer in in-house AI. Then watch your team move from reactive firefighting to proactive service. Email and chat are not the problem. They’re the raw material for better decisions. Use them wisely.

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The Case for Combining Business Email and Chat

Ludre Stevens — Mon, 19 May 2025 07:54:07 +0000

People often proclaim to me that email is dead and will soon be obsolete. In days gone by it was chat that was meant to replace it, today it is artificial intelligence.

But email is not going anywhere. In fact, it is not just surviving, it is thriving.

In 2025, people around the world are projected to send over 364 billion emails every day.
More than 320 million people use business chat platforms like Microsoft Teams, WhatsApp and Symphony on a daily basis.

Human interaction through email and chat remains the backbone for the modern work environment.

Why Email Still Matters

At Inbotiqa (we have spent over a decade building tools that embrace email, not replace it. Here is why email remains indispensable:

Email is official

It is the most widely accepted form of professional communication. You can chat or meet all day, but what is recorded in an email is what stands as the official communication.

Email is flexible. It can be a one-line message or a detailed analysis. It works for internal collaboration, client service, summaries, reporting or decision-making.

Email is universal. It does not matter what size your business is or what tools you use. You can send an email to anyone, anywhere, at any time.

How YUDOmail Solves the Email Challenge

That is why we built YUDOmail, part of the Inbotiqa product suite. We have not reinvented email. We have simply removed the pain points while keeping everything that makes it valuable.

With YUDOmail:

Emails are automatically grouped into cases
Every message stays in context
Each case has a responsible owner, useful metadata and a full audit trail

It brings structure to the complexity of email, making it organised, manageable and trackable.

What About Chat?

Chat tools such as Microsoft Teams, WhatsApp and Symphony are incredibly useful for speed. You can get answers, approvals and progress within seconds. That is a big boost to client service and team productivity.

However, chat brings two major problems:

You cannot track it
You cannot count it
You cannot audit it

If someone later asks why you took a certain decision, you may have to search through multiple chat threads to find the message. And your business cannot measure how many tasks or requests are actually handled through chat.

That Is Why We Built YUDOchat

YUDOchat works directly within YUDOmail. When you receive a message in chat that relates to a task or case, you simply link it to the correct YUDOmail case.

Now, you have a single source of truth that includes:

All related emails
All related chat messages
One case, one owner, one secure record

And That Unlocks Even More Value

By linking chat messages to cases, you can now:

Count how many tasks or requests came through chat
Analyse patterns that slow down productivity
Train your teams more effectively to reduce avoidable interactions
Apply sentiment scoring to chat messages as you do with email
Maintain a complete audit trail of communication and decisions

Final Thought: It’s Not Chat vs Email. It’s Chat and Email.

At Inbotiqa, we don’t believe in fighting trends. Chat isn’t the enemy of email. It’s a great tool when used well. What we do believe in is clarity, accountability, and productivity.

That’s why YUDOmail + YUDOchat exists. It’s a simple principle: Keep the benefits. Fix the pain points.

Email is here to stay. Chat is here to stay. With YUDOmail, you don’t have to choose between them.

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The T+1 Transition: Optimising Operations for the New Settlement Cycle

Bill Moseman — Tue, 04 Mar 2025 13:54:56 +0000

The Chancellor, Rachel Reeves, has confirmed that the UK is moving toward a one-day settlement cycle (T+1) for cash securities—a change aimed at reducing risks and increasing market efficiency. Accepting all recommendations from the UK Accelerated Settlement Taskforce (AST) Technical Group, the target date is set for October 11, 2027.

This seismic shift focuses on streamlining post-trade operations and has been in operation in the US since its introduction on May 28, 2024. However, T+1 is not without its operational challenges that need to be overcome.

The FCA recommends that firms should determine now what is required to move to a T+1 settlement cycle and plan early to deliver this transition. This can include budget considerations, operational systems changes and testing, agreements with third party providers and counterparty arrangements. How can firms optimise operations to meet this faster settlement cycle?

Operational Pressures and the Need for Faster Resolution

The T+1 transition in the UK will primarily impact cash equities, GB ISIN fixed income, and certain ETPs. This new settlement cycle compresses the time available for critical post-trade activities, such as trade confirmation, reconciliation, and exception handling. This places added pressure on middle office, back office, and treasury functions. For example, faster query resolution is essential to maintain cash management, ensuring that funds are available to meet settlement obligations and that liquidity forecasts remain accurate.

Failing to meet T+1 requirements can lead to severe consequences, including settlement failures that trigger penalties and higher funding costs due to liquidity gaps. Additionally, inadequate automation increases operational overload, erodes customer trust through delayed responses, and leaves firms vulnerable to market volatility and counterparty defaults.

How YUDOmail Helps Firms Meet T+1 Requirements

With faster deadlines and turnaround times, advanced workflow management systems can play a key role in helping teams deliver on T+1 requirements. YUDOmail offers several features that assist financial institutions in adapting to T+1 requirements:

Rules-Enabled Assignment, Enrichment & Case Closure: Automates routine tasks, reducing inbox administrative load.
Consolidation of Related Mails: Groups all emails related to a specific query into a single case, streamlining communication.
Configurable SLAs & Priority Levels: Provides visibility into pending tasks and helps manage email risk effectively.
Intuitive UI: Simplifies the management of complex workflows.
Full Audit Trail: Increases user accountability by recording every action taken.
Insightful Reporting: Offers real-time data on email volumes and workflow performance, highlighting opportunities for further automation.
Customer Service & Exception Handling: Flags exceptions for follow-up, ensuring issues are tracked and enabling teams to maintain service quality with full accountability.

By integrating with advanced Large Language Models (LLMs) for data analysis, YUDOmail further accelerates query resolution and provides deep insights that support quicker decision-making. This combination of features helps institutions cope with the tighter deadlines imposed by T+1, ensuring that post-trade operations and cash management functions remain robust.

The Future is T+1

The shorter T+1 settlement cycle demands faster processing and greater automation across middle office, back office and treasury functions. Technologies like YUDOmail, with its automated assignment, case consolidation, configurable SLAs and robust reporting, offer practical tools to address these challenges, delivering enhanced accountability and reduced query resolution times.

Understanding and preparing for the T+1 transition is a crucial step for financial institutions as they adapt to a faster, more efficient market environment.

Find out how you can get ahead of the T+1 transition with YUDOmail. Contact the team for a demo at demo@inbotiqa.com.

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Unlocking the ‘New Oil’ of Email Data with YUDOmail

Bill Moseman — Thu, 14 Sep 2023 11:48:50 +0000

Data is often hailed as the ‘new oil’ but email data, traditionally unstructured and difficult to navigate, has remained a ‘black box’ for many organisations. The nature and frequency of email communications contain valuable hidden insights into an organisation’s workflow, collaboration patterns, and pain points. Yet raw data, like crude oil, needs not only extracting. It also requires refining to realise its true value.

Enter YUDOmail. By converting this vast reservoir of email data into a structured and accessible resource, YUDOmail’s structured communications database enables businesses to mine valuable insights on risk, behaviour patterns and costs of their operations. Here’s how.

1. Transforming the Black Box

Traditional email systems operate in isolation. They don’t allow for easy data extraction or analysis. With YUDOmail, this unstructured data is organised into a comprehensible structure, turning your email ‘black box’ into a goldmine of actionable insights. This means that data once overlooked or inaccessible can now be processed, analysed, and put to use.

2. Illuminating Team Dynamics

With the structured data at hand, managers and decision-makers can gain insights into team dynamics. For instance:

Workload Distribution: Understand if work is being evenly distributed or if certain team members are shouldering more responsibilities.
Collaboration Patterns: Identify which teams or members collaborate frequently, helping pinpoint knowledge hubs or potential bottlenecks.
Response Times: Measure how quickly teams or individuals respond to internal or external requests, which can be a key performance indicator.

3. Spotting and Addressing Challenges

One of the major benefits of structured data is the ability to detect patterns or anomalies which might signify larger issues. Some examples include:

Frequent Email Exchanges: A high frequency of back-and-forth emails on a particular topic might indicate confusion or lack of clarity.
Chasing Emails: Multiple reminders or follow-up emails could signify a breakdown in process or communication.
Common Queries: If several teams or clients are asking similar questions, it might be a sign that a particular process or product aspect needs clarifying.

4. Decision-making Backed by Data

With tangible data in hand, businesses can make informed decisions. Instead of relying on anecdotal evidence or gut feelings, managers can:

Implement Training Programs: Based on areas where teams seem to struggle.
Optimise Processes: By identifying inefficiencies in current workflows.
Allocate Resources: By understanding which teams or projects demand more attention.

5. Empowering Proactivity

Structured email data not only helps businesses understand their current operational landscape but also equips them to anticipate future challenges. By analysing trends, managers can forecast potential bottlenecks or growth areas, allowing them to strategize proactively.

6. Enhancing Client Relations

Structured email data also offers insights into client relationships. By understanding common client queries or pain points, businesses can refine their offerings or communication strategies to better cater to their client base.

Understanding customer communication dynamics and team challenges is crucial to effective operations, optimised customer service and maintaining a competitive edge. YUDOmail’s structured database approach provides organisations with the tools needed to refine their email data, offering illuminating insights into team operations and challenges. In doing so, it paves the way for businesses to operate more efficiently, tackle challenges head-on, and foster a culture of continuous improvement. Dive deep into your email data with YUDOmail and uncover the hidden stories it has to tell.

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BLOG: Market Operations Case Study

Bill Moseman — Sun, 21 May 2023 16:37:50 +0000

Throughout my career, I have consistently witnessed the overwhelming, time-consuming, efficiency-draining issues of teams trying to manage high volumes of emails. Many organisations grapple with a constant influx of messages, making it difficult to prioritise and resolve customer queries efficiently. That’s why I joined Inbotiqa.

Our innovative email management tool, YUDOmail, is designed to address these inbox challenges – and so it does, plus a whole lot more. I just created my first client case study and it’s a prime example of the number and scale of benefits the implementation of YUDOmail delivers as it transforms email management systems and improves teams’ communication and performance. Read on for the highlights of YUDOmail ‘s results in the Markets Operations division of a Tier 1 Investment Bank.

Massive Email Consolidation

By leveraging YUDOmail’s powerful email management capabilities, a staggering 2.8 million emails were consolidated into 900,000 cases. This impressive reduction greatly simplified their mailbox maintenance tasks and helped them focus on what truly matters, serving their customers better.

Enhanced Accountability and Ownership

Our full audit trail feature ensured that every action taken was logged and tracked, making it easy for the owner to follow the query through to completion. This increased sense of responsibility led to a more efficient and accountable work environment.

Customisable Priority & SLA Management

With YUDOmail’s flexible priority and SLA settings, users were able to prioritise queries effectively, ensuring that urgent and high-priority cases were addressed promptly. Customisability allowed the team to adapt their workflow to the unique needs of their organisation.

Significant Reduction in Monthly Emails

After analysing just one month’s worth of data, our client was able to cut almost 5,000 monthly emails sent to their teams. This dramatic decrease in email volume not only made their inboxes more manageable but also allowed team members to focus on more important tasks.

Enrichment and Auto-Closure of Cases

YUDOmail’s enrichment feature facilitated the auto-closure of 20% of cases, enabling users to concentrate on genuine queries and enhancing overall productivity. This feature saved valuable time for the team by automatically identifying and closing resolved or irrelevant cases.

Automatic Assignment of External Emails

The advanced email management system automatically assigned 70% of all external emails to an owner, significantly reducing manual intervention and ensuring that each query was handled by the appropriate team member.

Powerful Rule-Based Enrichment

Our client set up an impressive 15,000 rules within YUDOmail to enrich case data automatically with additional information such as type, client, priority, and SLA. This level of customisation allowed the team to have all relevant case information at their fingertips, making it easier to address and resolve customer queries quickly and efficiently.

YUDOmail’s transformative email management tool has proved an invaluable asset for our enterprise client. By harnessing all the features above, YUDOmail has helped them revolutionise their email management processes and significantly improve their team’s productivity. If your organisation would like to take control of its inboxes and unlock its full potential, drop me a line to schedule a demo.

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The Importance of Email Workflow Tools for Risk and Control

Bill Moseman — Tue, 20 Dec 2022 17:34:44 +0000

Effective communication is essential for the success of any company. Email is frequently the primary mode of communication for many businesses but managing emails can be a difficult endeavour. The sheer volume of emails in shared mailboxes, often containing time-sensitive, business-critical instructions, presents a huge challenge to effective processing and execution. Certain industries have the added burden of complying with regulations related to record-keeping.

YUDOmail is a powerful tool for businesses that want to improve the risk and control of their email management processes. One of the key benefits is that it ensures that no emails are missed. With traditional email systems, it’s easy for messages to get lost in a cluttered inbox or overlooked in a crowded folder. YUDOmail provides enhanced tracking features that help ensure that all messages are received and promptly dealt with.

Another benefit is that it allows for clear ownership of emails and tasks. In a traditional email system, it can be difficult to track who is responsible for a particular message or task. With YUDOmail, ownership can be easily assigned and tracked, ensuring that tasks are completed in a timely manner and that no important messages fall through the cracks.

In addition to clear ownership, it also allows for the setting of due dates for tasks. This ensures that tasks are completed on time and that important deadlines are not missed. The tool even enables the setting of priorities, so that urgent tasks can be easily identified and dealt with quickly.

One of the key advantages of YUDOmail is that it prevents the accidental or intentional deletion of important emails. In a traditional email system, emails are easliy deleted by mistake or deliberately removed by users. YUDOmail maintains a complete audit history of all emails, chats, and attachments, so that no important information is lost.

All attachments, chats, and emails are stored in one case, providing easy access to all your email-related information in one convenient location. This saves time and hassle and improves the efficiency of your email management processes. Companies have been wrestling with their group inboxes for decades. With the application of YUDOmail, there are numerous benefits in terms of risk and control for businesses, and many more. Never miss an email again, employ enhanced tracking and ownership features, set due dates and priorities, and enjoy a complete audit history of all emails, chats, and attachments. With this type of tool, businesses can improve their email management processes, reduce the risk of important messages being lost or forgotten, and enjoy all the efficiency and customer service benefits this brings.

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Fintech Focus TV interviews Inbotiqa Co-Founder and CPO

Amy Dron — Thu, 21 Jan 2021 11:46:40 +0000

Toby Babb of Harrington Starr talks to Ludre Stevens about the Inbotiqa journey

In the latest episode of Fintech Focus TV, Tony Babb explores the recent acceleration of iNBOTiQA, looking at everything from new investments to the importance of customer relations. Ludre shares his predictions for the future of the market and of working practices following the mass disruptions to normalcy we’ve seen over the past year.

Link to the episode.

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Inbotiqa on Artificial Intelligence and the New Workplace

Amy Dron — Wed, 13 Jan 2021 14:46:39 +0000

Ludre Stevens discusses the impact of AI on the post-Covid workplace in The Fintech Times

In this article for The Fintech Times, Inbotiqa’s Ludre Stevens looks at how Covid-19 is changing the way we work, with artificial intelligence stepping up to help combat the challenges that have risen, making it easier on employers and their staff.

Link to article.

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City AM Tech Predictions for 2021

Amy Dron — Fri, 08 Jan 2021 12:44:40 +0000

Inbotiqa’s CPO contributes thoughts to Bindi Karia’s forecast for the year ahead

Tech has played a huge role in enabling businesses to adapt and continue throughout the disruption created by the pandemic. Inbotiqa CPO and co-founder Ludre Stevens shares his thoughts on remote working and artificial intelligence alongside other leading UK innovators as Bindi Karia looks ahead with her tech predictions for 2021 in City AM.

Link to article.

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Inbotiqa recognised as a Top-100 FinTech Employer

Amy Dron — Tue, 05 Jan 2021 17:11:21 +0000

Inbotiqa has been announced in the Ultimate Fintech Workplace Awards 2020

Organised by Harrington Starr and The Financial Technologist, Inbotiqa has been recognised in the top-100 Ultimate FinTech Workplace Awards 2020. The awards shine a light on the importance of diversity and inclusion and supporting team members, particularly through these difficult times.

Inbotiqa’s Business and Implementation Manager, Sara Hartland, represented the company in the entry interview and authored the article that appeared in The Financial Technologist that helped secure this success.

Sara’s full article on successful remote working is available to read from p26 of this edition of The Financial Technologist.

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