Amazon Bedrock automates email sorting with AI for public sector efficiency

Public sector organizations face three critical email challenges: urgent matters get buried in hundreds of daily messages, staff waste hours on manual sorting and duplicate processing, and severity assessment is applied inconsistently. AWS has built a solution using Amazon Bedrock and Amazon Nova Pro that automatically triages incoming emails. The architecture uses S3 to store emails, EventBridge to trigger on new objects, an SQS FIFO queue for reliable messaging, and Step Functions to orchestrate retrieval and Bedrock invocation. The prompt asks the model to output a JSON with target department, severity, urgency, topic, and summary — with specific department options like transport, benefits, council tax, etc.

This architecture ensures that emails are routed to the correct department and prioritized by urgency. For example, a high-severity email about a housing crisis would be flagged for immediate action and sent to the Housing department. The system reduces manual workload, provides consistent triage, and can be extended with custom logic. AWS recommends security best practices like encryption and least-privilege access for the S3 bucket. The solution is a starting point for further development, helping local governments become more responsive and efficient while better serving constituent needs.