Complaints Agent

Turn complaints into prioritized root-cause fixes.

This demo shows how the complaints agent unifies tickets, calls, chats, reviews, and survey narratives to expose systemic issues and high-severity complaints. It covers AI root-cause classification, impact scoring across churn, cost, and experience, and detection of repeat-contact drivers. Role-based digests for support, product, quality, operations, and compliance teams highlight the biggest fixes to improve first-contact resolution and reduce escalations.

Frequently asked questions (FAQs)

What is an AI-powered complaints agent and how is it different from a ticketing system?

A complaints agent is an AI layer that analyzes complaints, not just stores them. It unifies tickets, calls, chats, reviews, and survey text into one dataset, classifies root causes, and quantifies impact on churn, cost, and experience - going far beyond what traditional ticketing or helpdesk tools provide.

How does the complaints agent help reduce repeat contacts and improve First Contact Resolution (FCR)?

The agent detects repeat-contact drivers by stitching together cross-channel interactions from the same customer and spotting where issues were mishandled or left unresolved. It flags the underlying process or knowledge gaps causing repeat calls, so CX leaders can fix those failure points and lift FCR.

What data sources can the complaints agent analyze for customer complaint insights?

It consolidates call center transcripts, support tickets, email threads, live chat and WhatsApp logs, chatbot escalations, survey open-ends, warranty claims, social complaints, app-store feedback, and negative product reviews. All signals are cleaned, deduplicated, and merged into a single, searchable complaint journey.

How does the complaints agent prioritize which complaints to address first?

Every complaint is scored on severity, business risk, repeat-contact likelihood, and brand-damage potential. This lets teams move away from volume-based views and instead focus on issues that drive the highest churn risk, cost-to-serve, or regulatory/compliance exposure.

Can the complaints agent identify systemic issues and process breakdowns across the business?

Yes. By layering rich metadata (product, region, channel, LTV, journey stage) on every complaint, the agent detects patterns such as recurring failures in a specific region, SKU, warehouse, onboarding flow, or support queue. These systemic issues are grouped and ranked so operations, product, and CX teams know what to fix first.

How does the complaints agent use sentiment and emotion in its analysis?

The agent picks up frustration, confusion, trust breakdown, escalation tone, and passive-aggressive cues from complaint narratives. These emotional signals act as an early-warning system for churn risk and help teams distinguish minor irritations from high-stakes situations that require rapid recovery.

What kind of outputs do support, product, and operations teams get from the complaints agent?

Each team receives a role-specific digest:

Support: top complaint drivers, coaching needs, and repeat-contact root causes.
Product/Quality: SKU-level defects, expectation mismatches, and feature gaps.
Operations: logistics and process failures by region or step.
Compliance: risk indicators and policy issues.

These digests include examples and impact estimates so teams can act quickly and confidently.