Automatic PII redaction
National Insurance numbers, UTR references, and bank details are stripped automatically before any processing takes place.
In short: Norloch built an AI email automation system for an Edinburgh accountancy practice. It reads incoming email, drafts replies in each director's own voice, and escalates anything urgent. Within 8 weeks it had processed over 4,800 emails at 87% draft accuracy, giving the directors around 100 hours a month back.
This is an Edinburgh-based accountancy practice with 2,500 clients and a team of 9. The directors were spending a significant portion of every week on email. Routine replies, client updates, chasing, and follow-ups. The kind of work that has to happen but doesn't grow the business.
The practice operates in a highly regulated environment. Any system handling client communications needed to meet strict data protection requirements, ensure client confidentiality, and operate within professional conduct standards. There was no room for shortcuts.
We started by analysing over 14,000 sent emails to understand how each team member actually communicates. Their tone, their language, their way of handling different types of enquiry. From that, we built individual voice profiles so the system drafts replies that sound like each person, not like a template.
The system classifies every incoming email, drafts a reply, escalates anything urgent, and filters noise. Sensitive information like National Insurance numbers, UTR references, and bank details are automatically stripped before processing. All data stays within the practice's own Microsoft 365 environment. Every draft is reviewed by a team member before it's sent.
Within 8 weeks, the system had processed over 4,800 emails. 87% of drafts were sent with only minor edits. Response times dropped to under 3 minutes. The directors estimate they've gained roughly 100 hours a month back, time they're now spending with clients and staff instead of in their inbox.