Problem Description
Customer complaints often arrive through various channels—emails, chat, web forms, and calls—making it hard for support teams to triage them quickly and accurately. Misrouted complaints lead to delays in resolution, poor customer experience, and increased churn. Automating the classification and routing of complaints using a Multi-Agent AI system can significantly enhance operational efficiency and ensure that customer issues reach the right teams in real time.
Working of Template
This solution captures incoming customer complaints from various sources, extracts intent and urgency, classifies the issue by category, and routes it to the relevant department (e.g., billing, technical, delivery) through predefined Syncloop APIs. Agents collaborate to preprocess, classify, prioritize, and dispatch the complaint while keeping the user updated. The system continues to learn from feedback and escalations to improve routing over time.
Who Can Use This
- E-commerce customer support teams
- Telecom and utility service providers
- SaaS product companies with large ticket volumes
- Call centers and BPOs handling multi-domain queries
Benefits
- Faster complaint resolution
- Reduced manual triage load on support staff
- Higher routing accuracy and fewer escalations
- Improved customer satisfaction
- Actionable insights from complaint trends
Agents Required
Syncloop API Usage
| Endpoint | Method | Purpose | Input Parameters | Output Format |
|---|---|---|---|---|
| /complaint/ingest | POST | Receive complaint | {source, customer_id, text, metadata} | {complaint_id} |
| /complaint/clean | POST | Preprocess content | {complaint_id} | {tokens, sentiment, urgency_tags} |
| /complaint/classify | POST | Categorize issue | {tokens} | {category, confidence} |
| /complaint/score | POST | Assign priority | {category, sentiment, metadata} | {priority} |
| /complaint/route | POST | Route to department | {category, priority, complaint_id} | {status, team_id} |
| /feedback/track | GET | Monitor routing feedback | {complaint_id} | {resolved, feedback_score, escalation} |
Flow Summary
- Capture: The Input Ingestion Agent receives complaints via /complaint/ingest from email/web/chat.
- Clean: Text Preprocessing Agent calls /complaint/clean to normalize input.
- Classify: Complaint Classifier Agent uses /complaint/classify to assign a category with confidence.
- Prioritize: Priority Scorer Agent calls /complaint/score to determine urgency based on sentiment, keywords, and customer history.
- Route: Routing Agent uses /complaint/route to assign the ticket to the correct support team.
- Monitor: Feedback Tracker Agent periodically calls /feedback/track to monitor resolution and update models based on outcomes.
Optional Enhancements
- Sentiment Booster Agent: Fine-tunes sentiment analysis with contextual feedback.
- Speech-to-Text Agent: Converts audio complaints into text for routing.
- Analytics Agent: Tracks volume, resolution time, and escalations for BI dashboards.
- 3rd Party CRM Connector: Syncs routed tickets with platforms like Salesforce, Zendesk, Freshdesk.
- Geo-Aware Agent: Adds regional context for location-based routing.
Ideal KPIs to Measure Success
| KPI | Target |
|---|---|
| 🚀 Average Routing Time | < 2 seconds |
| 🎯 Classification Accuracy | > 92% |
| 🔁 Complaint Re-routing Rate | < 5% |
| 😃 Customer Satisfaction Score (CSAT) | > 4.5/5 |
| 📉 Manual Triage Reduction | > 80% |
| 📊 Resolution SLA Compliance | > 95% on High Priority Issues |
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