Coderise expert experience · FinTech · internal communications
Automatic message classification and routing in a financial institution
Development and maintenance of a multichannel platform that analyzed email and SMS messages, assigned priorities and routed them to the appropriate teams and operational processes.
- E-mail + SMS
- channel integration with internal systems
- Routing
- classification, prioritization and automatic routing
- E2E
- verification of complete message-processing paths
Context
The message was the beginning of the process, not just content to be read.
The internal platform connected e-mail and SMS channels with the organization's systems. Each message could have a different business importance, level of urgency and risk, so simply delivering it to one inbox was not enough.
The system analyzed and classified messages, gave them priority, and then directed them to appropriate teams, organizational areas or operational processes. The development included both new functionalities and ongoing production maintenance.
Message flow
From the acceptance of the message to the correct operational path.
The platform organized the handling of many types of messages. Automation supported classification and routing, and the process could be monitored and audited.
- 01
Party
E-mails and SMS messages went into a common processing process.
- 02
Classification
The content was analyzed for business relevance and potential risk.
- 03
Prioritization
Based on the classification, the priority and the service or escalation path were determined.
- 04
Routing
The message was directed to the appropriate team, area or process.
Special service
High-risk or priority messages required separate handling.
- Suspicious
- Sensitive
- Urgent
- Business critical
The rules, classification thresholds and data processed by the system remain confidential.
Solution architecture
Communication services worked with other systems in the organization.
The solution combined synchronous REST integrations, event processing, and relational and document databases.
Spring Boot and microservices
Microservices in Java were responsible for subsequent stages of message handling.
REST integrations
APIs connected the communication platform with other internal systems.
Apache Kafka
Events sent via Apache Kafka supported the flow of information between services.
PostgreSQL and MongoDB
The platform used the relational PostgreSQL database and the MongoDB document database.
Maintenance and control
The process required correct routing, monitoring and auditability.
The development took into account reliability, security, auditability and monitoring. Production incidents were analyzed and new functionalities agreed with the business, technology and security teams.
Auditability
Possibility to trace message handling in the process.
Monitoring
Observing the operation of communication processes.
Incidents
Analyzing and solving problems in the production environment.
Cooperation
Decisions were agreed upon by the business, technology and security teams.
The value of the solution
The messages were sent to the appropriate service paths.
Consistent classification
Messages went through a structured process of analysis and prioritization.
Controlled escalation
Sensitive, suspicious and urgent messages were directed to separate service paths.
Operational control
Monitoring and audit capabilities supported the maintenance of communication processes.
Technologies
Backend technologies for integration and message processing.
- Java
- Spring Boot
- Microservices
- REST
- Apache Kafka
- PostgreSQL
- MongoDB
- Maven
- End-to-end testing
Next step
Does messaging in your organization still rely on manual steps?
We can organize message classification, routing, integration and monitoring of the entire flow.