“Its a great place !!!”
Cliente verificado
CUSTOMER SUPPORT
Automate complaint management in support
We log, prioritise and resolve every complaint against your policies to respond fast and stop a problem escalating.
Automate complaint management in support
Automating complaint management in support is deployed over your current systems and flows, with human supervision and traceability. Before automating we define which task, which exceptions and what outcome is acceptable.
We work from Barcelona and Madrid and remotely across Spain, Europe, LATAM and the United States. The agent is designed for your real process, not the other way round: integrations, permissions and milestone control.
We hand over the agent, its configurations, repositories and documentation in accounts owned by your company, without lock-in and with the ability to audit or rotate credentials.
We log, prioritise and resolve every complaint against your policies to respond fast and stop a problem escalating.
THE CHALLENGE
complaint management in support
Leaving complaint management in support to a person is slow and leaves room for error; automating it without governance is a risk. The sweet spot is an agent with rules, exceptions and control.
Complaints scattered across channels
Complaints arrive by phone, email and web forms without a single record. Each agent classifies them ad hoc and traceability is lost.
Uncontrolled response times
There is no SLA marking when each complaint must be answered. Sensitive cases are delayed for lack of automatic prioritisation.
Manual, erratic escalations
Deciding which complaint goes to a supervisor depends on each person's judgement. Complex cases get mixed with simple ones in the same queue.
APPROACH
complaint management in support
An agent with rules, exceptions and milestone control.
Unified intake record
Each complaint is captured from any channel into a single record with a case number. The system normalises source information without manual work.
Rule-based classification and severity
A rules engine assigns category, severity and SLA based on complaint type and customer. Exceptions are flagged for human review.
Assignment with agent oversight
The flow suggests the responsible agent and leaves the final call to a coordinator. Every manual assignment is logged as a learning criterion.
Traceable, measurable closure
Each resolution stores date, owner and closure reason. Resolution and recurrence metrics update automatically for the support team.
DELIVERABLES
complaint management in support
An operational, traceable agent under your control.
Automated complaint workflow
A circuit that registers, classifies and assigns each complaint with human supervision at sensitive points.
SLA dashboard by type
Panel with response and resolution times by category, severity and agent to spot bottlenecks.
Documented escalation rules
Written criteria defining when a complaint moves up and who takes it, reviewable by the team.
Traceable case history
Full record of each complaint with its path, decisions and outcome for internal audits.
TRUST
AI applied to real processes with supervision
AI agents with human supervision, traceability and milestone control since 2008, in Barcelona and Madrid and remote. Code and documentation under your control, without lock-in.
- A clear task and success criteria before automating.
- Human supervision with milestone and exception control.
- A measurable first release before expanding scope.
- Code, configurations and documentation under your control.
FAQ
Questions about automate complaint management in support
Have a project in mind?
Tell us what you need around automate complaint management in support. We will help you turn it into a clear, viable delivery plan.
