Add AI Triage and Reply Assistance to a Customer Support Inbox

We have a growing customer support operation and want to add AI-assisted triage and reply drafting to our existing workflow. The goal is to reduce the time spent reading, categorizing, and routing repetitive messages while keeping a human responsible for important customer communication. The system should connect to our current inbox or helpdesk, classify incoming conversations, identify urgency and intent, retrieve relevant information from our knowledge base, and prepare a suggested response for team approval. It should also recognize cases that require immediate human attention. The initial scope includes: - Inbox or helpdesk integration - Message classification and prioritization - Knowledge-grounded draft responses - Routing and escalation rules We are open to recommendations on the model and supporting stack. The implementation should be maintainable and designed so additional workflows can be added later. We're looking to implement this in a phased approach. We're looking for quick first wins. We need a developer who can understand the support process, define a sensible first release, build the complete integration, and work with our team during testing.