Today, Product Owners and Product Managers in organizations are bombarded with a continuous stream of change requests, bugs, enhancements, data issues, and operational queries – all sent via email from various business teams. Even with dedicated inboxes to handle these requests, the core challenges remain:
- Manually processing and triaging every email
- Allocating work without clear and consistent criteria
- Following up with the sender to fill in missing information
- Transferring details into ticketing systems
- Making sure nothing gets lost in the process
In the end, the inbox itself becomes a bottleneck — because the triage process is completely manual and time-consuming. Instead of focusing on delivery, a lot of effort is spent on sorting, interpreting, prioritizing, and validating."
This is exactly where Agentic AI is making a real impact.
What is Agentic AI?
Unlike traditional AI that only answers prompts, Agentic AI can perceive, decide, and act. It coordinates multiple steps: reading incoming data, applying rules, protecting sensitive information, prioritising work, and triggering downstream actions.
In other words, it behaves like a digital product owner or product manager.
Real Use Case: “Digital Product Manager” Turning Emails → Insight → Actionà → Prioritised Backlog
The AI Agent processes email-driven requests, fully automating the tasks humans formerly performed, including reading, interpreting, triaging, prioritizing, and routing requests. The solution includes the following components:
Watcher & Classifier: It reads incoming emails and interprets intent. Using a carefully crafted system prompt, trained to “think like a Product Owner”, reviews each incoming email and classifies it as a change request, bug, not relevant, or something ambiguous that needs manual assessment. This ensures:
- No email is missed
- Triage is consistent
- Product owners don’t spend hours reading through noise.
PII Redaction: Before any content is processed by the LLM, the system removes personally identifiable information (PII). This ensures the workflow is enterprise-safe, GDPR-aligned, and audit-ready.
WSJF Prioritisation: AI classification alone isn’t enough. What matters is what gets done first. Each request is evaluated using SAFe® WSJF scoring: Business Value, Time Criticality, Risk Reduction / Opportunity Enablement and Job Size (effort). Even when job size is not provided, the agent intelligently infers it from the information from email. This transforms AI systems from “classifiers” into a decision-makers.
Product Managers now get:
✔ an automatically prioritised pipeline
✔ transparent rationale
✔ a living backlog that updates itself
Router & Notifier:
- ✔ High-confidence items → automatically turned into tickets and notification sent to Product Owner for approval
- ✔ Low-confidence items → flagged for review
- ✔Incomplete submissions → AI emails the sender requesting missing details
This ensures Product Owners receive complete, high-quality inputs without manual follow-up. No more copying and pasting email content into tickets—the backlog becomes self-maintaining.
When we help customers implement solutions like this, three things happen:
1. AI becomes trusted- thanks to PII safeguards
2. AI becomes actionable- thanks to WSJF scoring, value-driven prioritisation
3. AI becomes embedded- thanks to agentic orchestration, the full intake à triage à prioritisation à routing à ticketing flow
AI is now transforming core operational workflows, moving beyond experimentation.
That’s the direction agentic AI is pushing organisations — from chaos to intelligent automation. And we’re excited to help customers get there.