Complaint handler
Summarises a complaint, drafts a reply and makes sure the customer gets a solution.
Saves, estimated: ± 2 hours a week
Complaint handler is an AI agent from Altramano for customer service. An AI agent does a task that involves reading, assessing or writing, such as assessing an enquiry or drafting a reply. It puts it in front of you, or does it itself if you want it to.
What it does
- Recognises a complaint in the mailbox and summarises what happened and what the customer wants.
- Looks up the order, the invoice or the earlier contacts.
- Drafts a reply in your tone, with a proposal according to your policy.
- Watches the follow-up and reports when a complaint stays open too long.
An example
- In
- An angry mail about a delivery that failed to arrive twice.
- Out
- A summary with the delivery history, a draft reply with an apology and a proposal, and a reminder after three days.
Integrations it uses
ZendeskCreate, update and follow tickets in Zendesk, with triggers on new or changed tickets.
GmailFind, send and answer mail in Gmail, with a trigger on new mail.
Microsoft OutlookFind, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail.
ShopifyOrders, customers and products in Shopify, with triggers on new orders and customers.
WooCommerceOrders, customers and products in WooCommerce, with triggers on new orders.
bol.com RetailerReading orders, shipments, returns, offers, LVB stock and invoices from your bol seller account, updating stock and price, registering shipments and handling returns, with a trigger on every new order.
Lightspeed eCom (C-Series)Reading orders, customers, products, shipments and invoices from your Lightspeed eCom webshop, updating orders, products and shipments and creating customers, with a trigger on every new order.
CCV ShopReading orders, products, customers, invoices and returns from your CCV Shop webshop, creating and updating orders and updating products, with a trigger on every new order.
TrengoReading conversations, messages, contacts and profiles in Trengo, creating contacts and conversations, sending a message or an internal note and assigning or closing a conversation, with a trigger on every new conversation.
ChannelEnginePulling and confirming marketplace orders, registering shipments, returns and cancellations and updating products, price and stock in ChannelEngine, with a trigger on every new order.
Where the limit lies
Every reply to a complaint passes a person first. The agent proposes; you decide what you offer the customer.
Templates it bundles
| Sjabloon | Soort | What it does |
|---|---|---|
| Return or complaint → solution for approval | automation | A complaint or a return gets a proposed solution; after your approval the reply goes to the customer. |
| Escalation after 24 hours | automation | Tickets still set to New after 24 hours land in a manager's mailbox. |
Frequently asked questions
Does it offer compensation itself?
No. It proposes what fits within your policy, and you decide. Without your approval no reply goes out.
How does it recognise a complaint?
By the tone and the words, and by what you define as a complaint. If in doubt, it asks you.
What if a complaint is left lying?
Then you get a note, and if you want your manager too. A complaint does not get lost.