Customer Complaint Routing Agent

Tasks

• Retrieve customer survey responses using SurveyMonkey API Task.
• Consolidate and prepare survey feedback data for analysis.
• Analyze customer feedback using an AI Skill to determine complaint severity.
• Classify complaints as Normal, Complaint, or Critical Complaint.
• Apply deterministic routing logic based on severity classification
• Trigger Human-in-the-Loop approval for critical complaints.
• Send real-time SMS alerts via Twilio API Task for approved critical complaints.
• Log and record survey feedback and severity outcomes for reporting and audit purposes.

This automation demonstrates an Agentic Automation use case focused on customer complaint management and AI-driven escalation. Organizations often receive hundreds of customer survey responses daily, making it difficult to identify critical issues in time. Manual review is slow, inconsistent, and resource-intensive, resulting in delayed responses to high-impact complaints and poor customer experience.

The automation is triggered when new customer feedback is submitted through a survey platform. The primary input is unstructured, text-based survey responses collected via an online customer feedback survey. These responses act as the trigger for the automation to begin processing. No manual initiation is required, enabling continuous and near real-time monitoring of customer sentiment.

Once triggered, the agent retrieves all available survey responses using secure API integration. It consolidates the feedback for each customer and applies an AI Skill to classify complaint severity as Normal, Complaint, or Critical Complaint. Deterministic business rules are then applied to decide the next action. Normal feedback is ignored, non-critical complaints are logged for analysis, and critical complaints are routed for approval.

For critical complaints, the automation enforces a human-in-the-loop approval step to ensure governance and controlled decision-making. Upon approval, the agent sends a real-time SMS alert via an integrated messaging gateway, including severity and customer feedback details. This ensures immediate visibility of urgent issues.

Without this automation, teams spend hours manually reviewing surveys, miss critical feedback, and respond too late. With this solution, response time is drastically reduced, manual effort is minimized, and customer experience is significantly improved through timely and governed escalation.