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Agents Complaint Intake Automation Agent
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Complaint Intake Automation Agent

Orchestrates digital complaint and return intake, guiding customers, validating entries, and coordinating backend system integration.

About the Agent

Traditional complaint and return processes are often fragmented and heavily manual, resulting in incomplete submissions, inconsistent data, and frequent follow-ups. These inefficiencies drive up operational costs, slow case handling, and diminish the overall customer experience, making it difficult for service teams to operate efficiently and at scale.

The Complaint Intake Automation Agent eliminates these challenges by digitizing and automating every stage of complaint and return intake. Through intelligent web, mobile, and chat-based interfaces, it guides customers step-by-step to capture structured and complete information. The agent validates submitted details in real time—cross-referencing customer records, product catalogs, order histories, and authentication data—while securely managing supporting attachments such as receipts or images. Once validated, all information is instantly synchronized across backend systems, ensuring every case is resolution-ready from the moment of submission.

By unifying intake, validation, and integration, this agent transforms the front end of customer issue management. It reduces manual effort, eliminates rework, accelerates case readiness, and significantly enhances the customer experience. Organizations gain measurable improvements in efficiency, accuracy, and scalability across their complaints and returns operations.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Complaint Intake Automation Agent:

Customer Complaint Submission Form Data


    

  • Customer Name: Sarah Miller
    • 

  • Contact Email: sarah.miller@apexsolutions.com
    • 

  • Customer ID: CUST-45601
    • 

  • Order Number: INV-2023-98712
    • 

  • Product SKU: OC-EXEC-BLK-002
    • 

  • Request Type: Complaint (Product Defect)
    • 

  • Desired Resolution: Replacement
    • 



Complaint Details:


The 'ErgoMax Pro Executive Chair' we received as part of our recent office furniture order has a critical manufacturing defect. The pneumatic height adjustment cylinder fails to hold pressure, causing the chair to sink to its lowest position within minutes of being sat in. This issue was present immediately upon assembly. We have attempted to troubleshoot based on the manual, but the component seems to be faulty. This renders the chair unusable for our employees. We require a a full replacement unit to be shipped to our main office.


Attached Files:


    

  • IMG_5021.jpeg (Photo showing the cylinder and chair model)
    •

Deliverable Example

Sample output delivered by the Complaint Intake Automation Agent:

Complaint Intake and Validation Report


Case ID: CS789123
Generated On: 2023-10-27 10:15 AM UTC
Status: Validated and Ready for Processing




Complaint Summary






Field
Value






Customer Name
Sarah Miller




Company
Apex Solutions




Order Number
INV-2023-98712




Product
ErgoMax Pro Executive Chair




Product SKU
OC-EXEC-BLK-002




Request Type
Complaint




Desired Outcome
Replacement






Data Validation Status


    

  • 

    Customer ID (CUST-45601):
    

      

    • Status: Validated
      • 

    • Details: Matched against CRM record for Apex Solutions. Account is in good standing.
      • 

    

    • 

  • 

    Order Number (INV-2023-98712):
    

      

    • Status: Validated
      • 

    • Details: Order confirmed in ERP system. Delivery date: 2023-10-15. Corresponds to customer account.
      • 

    

    • 

  • 

    Product SKU (OC-EXEC-BLK-002):
    

      

    • Status: Validated
      • 

    • Details: SKU matches Product Catalog entry for "ErgoMax Pro Executive Chair". Item is within the 90-day warranty period.
      • 

    

    • 



Complaint Analysis and Routing


    

  • Complaint Summary (Extracted): The pneumatic height adjustment cylinder on a new executive chair is faulty, failing to maintain pressure. The issue was present from the time of assembly.
    • 

  • Detected Keywords: defect, faulty, pneumatic, cylinder, fails to hold pressure, unusable.
    • 

  • Assigned Category: Quality - Product Defect
    • 

  • Recommended Action:
      

    1. Create a replacement order for SKU OC-EXEC-BLK-002.
      2. 

    2. Assign case to the Tier 2 Quality Assurance queue.
      3. 

    3. Initiate return logistics for the defective unit.
      4. 

    

    • 



Attached Evidence


    

  • File Name: IMG_5021.jpeg
      

    • Status: Received and Linked
      • 

    • Description: Customer-provided image of the defective product component.
      • 

    

    •

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