Problem 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.
Working of Template
Multiple AI agents work together to process complaints from different channels, analyze their nature and severity, classifythem, 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.
Agents Required
Syncloop API Usage
| Endpoint | Method | Input Parameters | Output Format |
|---|---|---|---|
| /complaint/intake | POST | channel, message_text, contact_info, timestamp | complaint_id, source, cleaned_text |
| /sentiment/analyze | POST | complaint_id, cleaned_text, channel | sentiment_score, emotion_tag, urgency_flag |
| /complaint/classify | POST | complaint_id, cleaned_text, sentiment_score | category, subcategory, classification_confidence |
| /sla/assign | POST | complaint_id, category, urgency_flag, customer_tier | sla_hours, priority_level, assigned_team |
| /response/generate | POST | complaint_id, | message_body, tone, |
| /escalation/manage | POST | complaint_id, resolution_status, sla_breach_flag, tier | escalation_path, assigned_supervisor, alert_triggered |
Flow Summary
- The Complaint In take Agent captures incoming complaints using /complaint/intake.
- The Sentiment Grader Agent analyzes emotional tone and urgency using /sentiment/analyze.
- Complaint Classifier Agent categorizes the issue type through /complaint/classify.
- Based on context, SLA Assigner Agent applies resolution timeframes and routing logic via /sla/assign.
- Acknowledgment or resolution messages are drafted by Response Generator Agent using /response/generate.
- If complaints breach SLAs or are marked urgent, EscalationManager Agent handles routing through /escalation/manage.
Optional Enhancements
- Integrate Voice Transcription Agent for audio complaints from IVR or calls.
- Add Multilingual Support Agent to translate and localize responses
- Connect CRM Update Agent to track complaint history and customer lifecycle.
- Use Pattern Detector Agent to flag systemic issues from repeated complaint themes.
Related Templates
Transaction Monitoring & AML Case Automation
Automation / Finance / Compliance
Fintechs must continuously detect, investigate, and report suspicious activity across high-volume transactions.
Digital KYC & CIP Orchestration with Risk-Based Tiering
Automation / Finance / Identity
Onboarding demands fast, accurate identity verification across documents, liveness, address proofs, and database checks.
Vendor Optimization & Procurement AI System
Finance / Supply Chain / Retail
A scalable multi-agent AI system tailored for an American restaurant specializing in Mexican cuisine, orchestrated on Syncloop.
Ready to start your project?
Visual experience-based workspace where you efficiently build, integrate & deploy Apps