Smart Query Routing & Email Automation System

Project Domain / Category
AI Automation / Full Stack Web Development

Abstract / Introduction

Universities receive hundreds of emails and queries daily from students, instructors, and departments. The current manual process of reading, sorting, and replying to these queries is time-consuming, error-prone, and inefficient. Students frequently do not know which department or person to contact, leading to misdirected emails, delayed responses, and frustration.This project proposes the development of a Smart Query Routing and Email Automation System an AI-powered, role-based communication hub that automatically classifies incoming queries, routes them to the appropriate person or department, drafts intelligent replies using AI, and tracks resolution status from a unified dashboard. The system requires zero cost, using only free-tier tools and APIs, making it perfectly suitable for students with limited resources.

Functional Requirements:
• FR-01: Role-based login with Google OAuth2 authentication (All Roles)
• FR-02: Multi-channel query submission via email, web form, and WhatsApp (Student)
• FR-03: AI-powered query classification and intent detection (System)
• FR-04: Automatic routing to correct department or instructor (System)
• FR-05: AI-generated draft reply suggestions for staff (All Staff)
• FR-06: Real-time query status tracking for students (Student)
• FR-07: 24-hour auto-escalation for unresolved queries (System)
• FR-08: Email and WhatsApp notification system (All Roles)
• FR-09: HOD escalation and override capability (HOD)
• FR-10: Admin analytics dashboard with charts and reports (Admin)
• FR-11: Broadcast announcement to students (Admin)
• FR-12: Export query reports to PDF and Excel (Admin / HOD)
• FR-13: Instructor leave and auto-reply mode (Instructor)
• FR-14: Query history and audit log for all system activity (Admin)