Complaint categorisation and routing

-40% handling time

Complaints arrive through several channels and are sorted by hand. The time spent qualifying and directing each one delays the response, approximate assignments add a transfer, and urgent cases move at the same pace as the rest of the flow.

The automated workflow

A structured process for fast, reliable results.

Multichannel collection

Incoming complaints (email, form, phone, social networks) are brought together in a single flow.

Automatic classification

Each complaint is analysed semantically: topic (product, delivery, billing), urgency and customer sentiment.

Routing to the right team

Assignment based on category, priority and agents' workload.

Tracking and reporting

A real-time dashboard of complaints by category, handling time and resolution rate.

Tangible results

-40%

Complaint handling time

95%

Routed correctly first time

Urgent cases first

Prioritised by sentiment and SLA commitments

Up and running in 3 to 5 weeks

From specification to deployment, with visible results from the first few weeks.

Rapid scoping (1 week)

Working prototype at the halfway point

Deployment and training included

Frequently asked questions: Complaint categorisation and routing

The model follows your existing taxonomy, with dozens of categories and sub-categories, and evolves as new types of complaint appear.

The analysis combines content, expressed sentiment, customer history (value, tenure) and your SLA commitments. Business rules remain fully configurable.

Yes, standard connectors cover Zendesk, Salesforce Service Cloud, Freshdesk and JIRA, with API integration for specific tools.

Yes, a dashboard tracks volumes by category, handling times and SLA compliance, and brings out peaks as well as emerging trends.

More workflows: Customer Service

+14% cases resolved per hour

Personalised customer reply generation

Writing each reply individually takes up a major share of agents' time. Rigid templates produce impersonal messages, tone varies from one agent to another, and the customer context available in the CRM goes underused at the moment of writing.

3 to 4 weeks

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A 360 view in one click

Customer 360 journey summary

Customer data lives separately in the CRM, support, billing and marketing tools. Before each conversation, the agent opens several systems to piece together the customer's story, and decisions are made on a partial view of the journey.

4 to 6 weeks

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Risk identified 3 months before departure

Churn signal detection

A customer's departure is usually noticed at cancellation, once the decision has been made. Yet Bain & Company's work shows that a five-point rise in retention translates into a 25 to 95% increase in profit, and the warning signs, falling usage, repeated complaints, disengagement, are already in your data.

4 to 6 weeks

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See all workflows: Customer Service