Check the Wrong Queue

Barclays says AI helps route about 120,000 Global Markets emails a day. I’d look at the messages the system sent to the wrong desk.

Pick one kind of request with a clear owner. For two weeks, have the receiving team mark every email they redirect, every urgent case they find late, and every message missing information they need to act. Keep the original arrival time. The clock shouldn’t restart when a case changes queues.

Then compare time to first human action and time to resolution against the old route. If the new queue looks tidy but the same people are chasing lost requests, the routing count has told you very little.