Complaint Triage

The Problem

Customer complaints arrive by email, phone, chat, and social media. Someone has to read each one, figure out what it's about, decide how urgent it is, and route it to the right team. That takes time. Meanwhile, the customer is waiting.

The result? High-priority issues sit in general queues. Simple refunds get escalated to managers. Product defects aren't aggregated to identify patterns. And your team spends 40% of their time on routing instead of resolution.

The Automation

Our complaint triage agent reads incoming complaints from any channel, classifies the issue type, assesses urgency, and routes to the right team with full context. High-priority issues get immediate attention. Routine requests get automated responses. Nothing falls through cracks.

Intelligent Classification

• Shipping issues - Damaged, lost, or delayed shipments → Logistics team
• Product defects - Quality complaints, safety issues → QA + Product team
• Billing disputes - Overcharges, refund requests → Finance team
• Service failures - Support experience, account issues → Customer Success
• Legal/Regulatory - Safety reports, compliance issues → Legal immediately

Real Results

"The agent routes 94% of complaints correctly without human touch. Our response time dropped from 24 hours to 4 hours. Most importantly, we caught a product defect pattern in week 2 that would have taken us months to identify manually."

- VP Customer Experience, DTC e-commerce brand

Beyond Routing

FlowRunner doesn't just route - it helps resolve:

• Auto-responses - Immediate acknowledgment with expected resolution time
• Context assembly - Pulls order history, previous interactions, customer value
• Suggested actions - Recommends refund amount, replacement product, or escalation
• Pattern detection - Identifies emerging issues before they become crises
• SLA tracking - Monitors resolution times, escalates breaches automatically