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Agents Complaint Resolution Communication Agent
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Complaint Resolution Communication Agent

Automatically sends settlement notifications to customers, offering real-time communication on return or complaint outcomes.

About the Agent

Manual communication of returns and complaints decisions can introduce significant wait times, inconsistencies, and gaps in customer information, negatively influencing trust and increasing inbound queries. Ensuring all customers are promptly informed about their case outcomes is both essential and resource-intensive for front-line teams.

The Complaint Resolution Communication Agent seamlessly manages customer notifications through integration with CRM, complaint records, settlement outcomes, and customer communications channels. Upon closure of each return or complaint case whether a refund, replacement, or escalation the agent automatically generates a personalized settlement notice, selects the customer’s preferred method of contact, and delivers real-time updates. All communications are logged in the customer record to establish a clear, auditable trail.

This direct communication workflow reduces manual effort for service staff, improves transparency, and enhances the overall experience for customers awaiting resolution. Automated, timely notifications help contain process delays and strengthen customer confidence by ensuring clear, consistent, and reliable updates at every step of the settlement process.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Complaint Resolution Communication Agent:

Case Settlement Record for Notification


Case ID: CS-2023-78910
Customer ID: CUST-45612
Timestamp: 2023-10-27T14:30:00Z
Status: Closed - Awaiting Communication




Customer Information


    

  • Name: Maria Sanchez
    • 

  • Preferred Contact Method: Email
    • 

  • Contact Detail: m.sanchez@emailprovider.com
    • 



Case Details


    

  • Original Order Number: ORD-2023-09-55432
    • 

  • Product: Quantum Dynamics Pro-X Headset (QD-PROX-BLK)
    • 

  • Complaint Received Date: 2023-10-15
    • 

  • Complaint Summary: Customer reported that the headset stopped producing audio in the right earcup after two weeks of normal use. No physical damage was noted.
    • 



Resolution Details


    

  • Resolution Type: Full Refund
    • 

  • Resolution Date: 2023-10-27
    • 

  • Reasoning: Internal inspection confirmed a manufacturing defect in the internal wiring. The issue is covered under the 90-day warranty.
    • 

  • Financials:
      

    • Refund Amount: $149.99
      • 

    • Tax Refund: $12.00
      • 

    • Total Refund: $161.99
      • 

    • Transaction ID: REF-TRN-99817
      • 

    

    • 

  • Next Steps: The refund has been processed to the original payment method and should appear in the customer's account within 3-5 business days.
    •

Deliverable Example

Sample output delivered by the Complaint Resolution Communication Agent:

Communication Generation and Log Report


Status: Completed
Action: Customer notification sent and logged in CRM.




Communication Summary






Field
Value






Case ID
CS-2023-78910




Customer ID
CUST-45612




Communication Type
Case Resolution Notification




Channel
Email




Recipient
m.sanchez@emailprovider.com




Timestamp
2023-10-27T14:31:05Z




Outcome
Message Sent Successfully








Generated Message Body


Subject: An update on your recent case (CS-2023-78910) with Apex Solutions


Dear Maria Sanchez,


We are writing to inform you about the resolution of your case regarding the Quantum Dynamics Pro-X Headset from your order #ORD-2023-09-55432.


Our team has completed its review, and we have approved a full refund. The details are as follows:


    

  • Resolution: Full Refund Approved
    • 

  • Total Refund Amount: $161.99
    • 

  • Reason: The issue was identified as a manufacturing defect covered under warranty.
    • 



A refund transaction (ID: REF-TRN-99817) has been initiated to your original payment method. Please allow 3-5 business days for the amount to reflect in your account.


We apologize for any inconvenience this may have caused. Thank you for your patience as we resolved this for you.


Sincerely,


The Apex Solutions Customer Care Team




CRM Log Entry


    

  • A record of this communication has been appended to the customer's file (CUST-45612).
    • 

  • The case status for CS-2023-78910 has been updated from Awaiting Communication to Closed - Resolution Communicated.
    •

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