Holiday at work inside One Custom Software Pty Ltd.

KEY RESULTS / ONE SHARED INBOX

What happened in the first month.

One Custom Software Pty Ltd used Holiday to process 356 emails in its shared general enquiries inbox. These results cover that inbox and the first month of operation.

01 / ABOUT THE COMPANY

About One Custom Software Pty Ltd

One Custom Software Pty Ltd is an Australian software development company based on Queensland's Sunshine Coast. It designs, develops and maintains custom business software for medium-sized organisations across Australia and New Zealand.

One Custom Software Pty Ltd specialises in developing business applications tailored to the operational requirements of individual organisations. Its services include custom software development, systems integration, ongoing maintenance, enhancements and technical support.

Alongside its client development services, One Custom Software Pty Ltd develops its own software products, including Holiday, an AI-powered business digital twin platform.

One Custom Software Pty Ltd has deployed Holiday within its own operations, using the platform to manage jobs, communications, customer relationships, outbound sales and team responsibilities.

This provides a real-world environment in which One Custom Software Pty Ltd can evaluate Holiday's capabilities using its own employees, processes and business information.

02 / THE CHALLENGE

The Operational Challenge

One Custom Software Pty Ltd operates across several interconnected business functions.

Its development operations involve managing client jobs, software maintenance, tasks and employee responsibilities. Its sales activities include prospecting, outbound calling, CRM management and LinkedIn engagement. Incoming emails must be assessed, processed and directed to the appropriate employees.

These activities frequently overlap.

A LinkedIn conversation may develop into a sales opportunity. A phone call may generate a follow-up responsibility. An incoming email may relate to an existing client, an active job or a new business enquiry.

Without a shared understanding of these relationships, employees must continually interpret information, update records and coordinate actions across different operational functions.

One Custom Software Pty Ltd wanted to reduce this fragmentation by creating a connected business environment in which employees and AI could work with the same information and operational context.

03 / THE SOLUTION

The Solution: Holiday's Business Digital Twin

Holiday creates a digital representation of a business, connecting its records, relationships, people, responsibilities, processes and operational state.

For One Custom Software Pty Ltd, this means that customer information, job records, communications, sales activities and team responsibilities form part of a shared operational environment.

Rather than requiring AI to independently interpret disconnected applications for every task, Holiday provides the business context needed to understand what information relates to, who is responsible and what actions are appropriate.

Employees work within the same environment, maintaining visibility and control while AI assists with processing information, updating records, coordinating responsibilities and executing permitted operational actions.

The business sits at the centre of the AI environment, rather than AI sitting at the centre of the business.

04 / DAILY OPERATION

Holiday in Daily Operation

One Custom Software Pty Ltd uses Holiday across five connected operational functions.

Jobs and Operational Management

Holiday is used to manage jobs, tasks, operational progress and employee responsibilities associated with software development and ongoing client maintenance.

The environment provides a shared view of work in progress, helping employees and management coordinate activities while making relevant operational information available to AI.

Inbox Management

Holiday processes incoming correspondence, identifies relevant business information, classifies messages and determines appropriate actions.

Depending on configured autonomy settings, AI can respond independently, update business information or escalate correspondence to the appropriate employee or team.

This allows One Custom Software Pty Ltd to automate routine communication processing while maintaining oversight of correspondence requiring human attention.

Outbound Sales CRM

One Custom Software Pty Ltd uses Holiday to manage its sales pipeline, prospects, contacts, opportunities, engagement history and follow-up responsibilities.

Sales information is available within the wider business environment, allowing managers and employees to coordinate customer relationships alongside other operational activities.

Integrated Dialer

The dialer connects outbound calling activity with CRM records.

Call outcomes can contribute to customer histories, follow-up activities and assigned responsibilities. AI supports the generation of follow-ups and updates to relevant business records.

This reduces the separation between sales conversations and subsequent operational actions.

LinkedIn Engagement and Collaboration

Holiday supports One Custom Software Pty Ltd's LinkedIn prospecting and engagement activities.

AI assists in identifying engagement opportunities, while managers coordinate interactions, follow-up responsibilities and CRM updates.

LinkedIn engagement therefore contributes to the broader sales process rather than remaining disconnected from customer records and employee responsibilities.

Together, these five functions allow employees to coordinate business activities through a shared operating environment.

05 / FIRST-MONTH RESULTS

First-Month Results: AI Inbox Management

Why One Custom Software Pty Ltd Selected Its General Enquiries Inbox

For Holiday's initial inbox deployment, One Custom Software Pty Ltd deliberately selected its publicly listed general enquiries email address.

This inbox presented two useful operational challenges.

First, it received a high proportion of spam and unsolicited sales correspondence. Second, legitimate emails frequently related to different people and responsibilities within the company.

This made it a practical test of Holiday's ability to distinguish legitimate business correspondence from unwanted messages, interpret the purpose of incoming emails and direct them appropriately.

It also allowed One Custom Software Pty Ltd to evaluate autonomous AI responses within deliberately conservative operating limits.

Incoming Email Analysis

During the first month, Holiday processed 356 emails received by the shared inbox.

Of those, 258 were identified as spam and 98 were legitimate business correspondence.

Importantly, all 258 spam messages had already passed through the existing email provider's spam filtering and reached the shared inbox.

Holiday therefore operated as an additional classification and processing layer beyond the provider's existing filtering.

Spam Detection

Holiday identified and filtered 232 of the 258 spam messages, achieving a 90% detection rate.

The remaining 26 spam messages were left in the inbox for manual deletion.

Crucially, none of the 98 legitimate emails were incorrectly classified as spam.

For a general enquiries address, incorrectly filtering a legitimate email can mean missing a prospective customer, an existing client's request or an important operational communication.

The absence of false spam classifications during the initial deployment was therefore a significant result, particularly given that the messages had already passed through the provider's filtering.

AI Classification, Routing and Autonomous Replies

Holiday also processed the 98 legitimate emails according to their content and the company's operational responsibilities.

Of these:

• 68 emails were correctly classified and escalated to the appropriate employee or team.
• 15 emails were independently handled and answered by AI.
• 15 emails were initially routed incorrectly and required manual redirection.

Of the 83 legitimate emails routed or escalated by the AI, excluding those it answered independently, 68 reached the correct destination on the first attempt.

This produced a first-time routing accuracy of 81.9%.

Autonomous AI Responses: No Corrections Required

One Custom Software Pty Ltd deliberately limited Holiday's authority to respond independently during the first month.

Under these conservative settings, the AI independently handled and answered 15 legitimate emails.

None of those 15 responses required correction or were returned for revision.

This provided an encouraging initial result for autonomous email handling while limiting exposure during the first stage of deployment.

The results also highlighted a distinction between different AI capabilities.

Holiday demonstrated strong initial performance in spam classification and autonomous email responses. Routing correspondence to the correct employee proved more challenging, with 15 of the 83 routed emails requiring human intervention.

By measuring these functions separately, One Custom Software Pty Ltd established a clearer understanding of where the AI could operate independently and where further refinement was needed.

06 / HUMAN OVERSIGHT

Human Oversight and Progressive Autonomy

Holiday's deployment at One Custom Software Pty Ltd follows a progressive approach to AI autonomy.

Rather than immediately granting AI authority to handle all correspondence, One Custom Software Pty Ltd began with defined limits on independent responses and retained human involvement in routing and escalation.

The first month provided three distinct performance benchmarks:

The results demonstrate why operational AI performance should be measured across several dimensions rather than described by a single accuracy figure.

An AI system may classify information accurately but make an incorrect decision about who should receive it. Similarly, it may produce a suitable response while still requiring limits on which communications it is authorised to answer.

By recording human corrections and intervention, One Custom Software Pty Ltd can identify areas requiring improvement while progressively expanding autonomous activity.

07 / NEXT PHASE

The Next Phase: Lower-Cost Models and Greater Autonomy

Following its first month of operation, One Custom Software Pty Ltd plans to optimise Holiday's inbox management across two areas.

Model efficiency: One Custom Software Pty Ltd will evaluate less computationally intensive AI models to determine whether the same operational tasks can be completed at a lower processing cost.

Increased autonomy: One Custom Software Pty Ltd intends to progressively increase the proportion of correspondence Holiday can handle and answer independently.

The next phase will measure whether these changes can be achieved while maintaining reliable classification, improving routing accuracy and limiting the need for employee corrections.

Key measures will include:

• Spam detection and false classification rates.
• First-time routing accuracy.
• The proportion of legitimate emails answered independently.
• AI responses requiring correction.
• Human interventions and manual redirections.
• AI processing costs per email.

Using the first month's results as a baseline, One Custom Software Pty Ltd can evaluate changes in model selection and autonomy against real operational performance.

This creates an opportunity to demonstrate whether improving the business context available to AI can support greater automation without requiring increasingly powerful or expensive models.

08 / WIDER RELEVANCE

Relevance Beyond the Software Industry

Although One Custom Software Pty Ltd develops software, the operational functions managed through Holiday are common across many industries.

Construction businesses manage jobs, customer enquiries, subcontractor communication and employee responsibilities. Engineering consultancies coordinate projects, client correspondence and technical activities. Professional services firms manage client relationships, engagements, communications and follow-up actions.

These organisations may use different applications and follow different business processes, but they face similar challenges in maintaining connected business information.

Holiday's digital twin approach is designed to accommodate those differences while providing employees and AI with a consistent understanding of how the individual business operates.

The One Custom Software Pty Ltd deployment demonstrates this approach through everyday operational functions rather than a standalone AI demonstration.

09 / CONCLUSION

Conclusion

One Custom Software Pty Ltd has deployed Holiday across its own business operations, connecting job management, inbox processing, outbound sales, calling activity, LinkedIn engagement and employee responsibilities.

Its first month of AI inbox management provides an initial set of measurable results.

Holiday processed 356 emails, filtered 90% of the spam that had already passed the email provider's filtering, and avoided incorrectly classifying any of the 98 legitimate emails as spam.

The AI independently answered 15 emails without requiring corrections, while achieving 81.9% first-time accuracy when routing other correspondence to employees.

The results also identified an opportunity to improve routing decisions, with 15 emails requiring manual redirection.

For One Custom Software Pty Ltd, the deployment represents the beginning of a longer operational evaluation. Future improvements will focus on increasing AI autonomy, refining business-context accuracy and reducing model processing costs.

Holiday provides the connected business environment. One Custom Software Pty Ltd's ongoing deployment provides the operational evidence of how people and AI can work within it.