Automated Customer Complaint Handling System
Customer Service / Consumer Affairs / E-commerce / Telecom / UtilitiesProblem Description
Customer complaints are often buried in emails, forms, or support tickets and handled inconsistently—leading to poor resolution times and dissatisfaction. Manually triaging and resolving complaints is slow and prone to errors. This template enables automated intake, classification, prioritization, resolution, and escalation of customer complaints using coordinated AI agents within the Syncloop platform, ensuring fast, fair, and traceable handling.
How It Works
Multiple AI agents work together to process complaints from different channels, analyze their nature and severity, classify them, and trigger either automated or assisted resolution flows. Each agent is assigned a role—ingestion, sentiment analysis, category detection, SLA assignment, response generation, and escalation handling. Agents interact via Syncloop APIs, enabling streamlined complaint resolution pipelines.
Who can use this
- Consumer support centers
- E-commerce platforms
- Utility companies (telecom, energy, water)
- Government grievance portals
- Regulated industries like banking, insurance
Benefits
- Reduces time to acknowledge and resolve complaints
- Improves customer satisfaction through faster SLAs
- Ensures categorization and compliance tracking
- Supports sentiment-aware escalation
- Creates audit-ready complaint resolution logs
Agents Required
| Agent Name | Specific Roles and Capabilties |
|---|---|
| ComplaintIntakeAgent | Captures complaints from email, forms, chat, or API. Extracts metadata like contact info, channel, and timestamps. |
| SentimentGraderAgent | Analyzes emotional tone (anger, frustration, neutral, positive) to prioritize urgency. |
| ComplaintClassifierAgent | Categorizes the complaint (e.g., billing, service outage, product damage) using NLP and keywords. |
| SLAAssignerAgent | Assigns resolution timelines and workflows based on severity, complaint type, and customer tier. |
| ResponseGeneratorAgent | Creates templated or personalized responses for acknowledgment, follow-up, or resolution. |
| EscalationManagerAgent | Routes unresolved or high-risk cases to supervisors or compliance departments. |
Tool v/s Agent Name
| Tool | Agent Name |
|---|---|
| IntakeComplaintAPI | ComplaintIntakeAgent |
| AnalyzeSentimentAPI | SentimentGraderAgent |
| ClassifyComplaintAPI | ComplaintClassifierAgent |
| AssignSLAAPI | SLAAssignerAgent |
| GenerateResponseAPI | ResponseGeneratorAgent |
| ManageEscalationAPI | EscalationManagerAgent |
Syncloop API Usage
| API Endpoint | Method | Input Parameters | Output Format | Agent Name |
|---|---|---|---|---|
| /complaint/intake | POST | channel, message_text, contact_info, timestamp | complaint_id, source, cleaned_text | ComplaintIntakeAgent |
| /sentiment/analyze | POST | complaint_id, cleaned_text, channel | sentiment_score, emotion_tag, urgency_flag | SentimentGraderAgent |
| /complaint/classify | POST | complaint_id, cleaned_text, sentiment_score | category, subcategory, classification_confidence | ComplaintClassifierAgent |
| /sla/assign | POST | complaint_id, category, urgency_flag, customer_tier | sla_hours, priority_level, assigned_team | SLAAssignerAgent |
| /response/generate | POST | complaint_id, category, emotion_tag, sla_hours, language | message_body, tone, delivery_channel | ResponseGeneratorAgent |
| /escalation/manage | POST | complaint_id, resolution_status, sla_breach_flag, tier | escalation_path, assigned_supervisor, alert_triggered | EscalationManagerAgent |
Flow Summary
- The ComplaintIntakeAgent captures incoming complaints using /complaint/intake.
- The SentimentGraderAgent analyzes emotional tone and urgency using /sentiment/analyze.
- ComplaintClassifierAgent categorizes the issue type through /complaint/classify.
- Based on context, SLAAssignerAgent applies resolution timeframes and routing logic via /sla/assign.
- Acknowledgment or resolution messages are drafted by ResponseGeneratorAgent using /response/generate.
- If complaints breach SLAs or are marked urgent, EscalationManagerAgent handles routing through /escalation/manage.
Optional Enhancements
- Integrate VoiceTranscriptionAgent for audio complaints from IVR or calls
- Add MultilingualSupportAgent to translate and localize responses
- Connect CRMUpdateAgent to track complaint history and customer lifecycle
- Use PatternDetectorAgent to flag systemic issues from repeated complaint themes
Ideal (Key Performance Indicator) KPIs to Measure Success
- Average time to first response
- Number of escalated complaints
- Customer satisfaction (CSAT) post-resolution
- First-contact resolution rate
- SLA compliance rate (on-time resolution)
- Classification accuracy and resolution effectiveness
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