01Receive the complaint from any channelWhatsApp · Email · Portal · Call noteCapture
Identify the customer and attach the message to the order, delivery or invoice it concerns. Keep later messages on the same case and detect a repeat contact about an open case.
Record the channel and the preferred reply channel. Acknowledge receipt with a case reference, without promising an outcome.
A case on the orderThe complaint, the order, the delivery note and the customer's history in one place.
Next: classify and gather evidence →02Classify the complaint and gather evidenceAutomatic clarification on the permitted channelAI + checklist
AI reads the message and any photos, classifies the complaint (damaged, wrong item, short delivery, late, quality) and checks the evidence checklist for that type: photos, batch or serial, quantity affected, date received.
If evidence is missing, one focused request goes to the customer on the permitted channel. Severity rules run first: anything that suggests a safety, health or regulatory issue skips the automatic loop.
Evidence complete → policyProceed to stage 4.
Severe or unclear → stage 3A person takes the case with everything gathered so far.
Next: Hand over when severe or still unclear →03Hand over when severe or still unclearConditional · Safety, regulatory, high value or no usable replyService owner
Put the case in the named owner's queue with the classification, evidence, policy hits and the customer's history. The owner contacts the customer, decides the route, or holds the case.
The automatic flow resumes only when the owner releases the case with a chosen route.
Human handover with contextNo further automatic questioning. Severe cases never wait for a bot.
When clear: apply the policy →04Apply the resolution policyReturn, warranty and goodwill rules, with limitsRules
Apply the return window, warranty terms, restocking rules, goodwill limits and the customer's credit standing. The rules produce the permitted options: replace, credit, repair, partial credit, or decline with the reason.
AI does not set an amount. Values come from the order lines; the proposal records which rule allowed it and whether it is within the agent's limit.
A proposed resolutionOption, amount, rule reference and whether a person must approve it.
Next: AI review of the proposal →05Review the proposal with AIConsistency with the evidence, history and toneAI review
Check the proposal against the evidence and the customer's history: repeat claims, a pattern on the same product or batch, a mismatch between the photos and the claim.
Draft the explanation for the approver and flag anything that should be seen by quality or the supplier. Findings stay visible; they do not change the amount.
A reviewed proposal with findingsThe approver sees the complaint, evidence, policy result, history and AI findings together.
Next: resolution approval queue →06Add the resolution to approval queue AAbove the agent's limit, or any case from stage 3Resolution approver
Present the proposal with its evidence and findings. The approver approves, amends the amount or route, or declines with a reason. Approval is tied to that proposal version.
Cases within policy and under the agreed limit can be configured to pass automatically, with the rule recorded as the approver.
Approve → stage 7The ERP posts the outcome.
Amend → stage 5The changed proposal is reviewed again.
DeclineA reasoned reply goes to queue B.
Next: Post the outcome in the ERP →07Post the outcome in the ERPCredit note, return, replacement order or repair jobRules
The ERP validates the credit note against the invoice and credit limits, creates the return or replacement order, reserves stock and schedules the pickup or dispatch.
A failed validation returns the case to the approver with the reason. Nothing is posted outside the ERP's rules.
A posted resolutionFinance, stock and logistics see it where they work, linked to the case.
Next: response approval queue →08Draft the reply and add it to approval queue BWhat the customer is told, on which channelResponse approver
AI drafts the reply from the approved outcome: what was decided, what happens next, pickup or delivery dates, and the credit or replacement reference. It must reflect the posted amounts.
A person reviews the outgoing message in a separate queue. For low-risk, within-policy cases this queue can be sampled rather than reviewed one by one.
Two approvals, two decisionsA approved the resolution. B approves what the customer is told.
Approved → stage 9The reply is ready to send.
Next: send, track and close →09Send, track the pickup and closeDelivery result and root cause recordedDispatch
Send the reply on the customer's channel and record the delivery status. Track the return pickup or replacement delivery and update the case as events arrive.
Close the case when the outcome is complete and the customer has not replied with a further issue. Record the root cause for quality and supplier reviews.
Resolved, waiting or reopenedThe owner sees every open case by age and next action. A reopened case keeps its history.
Where staff time is recovered
Locating the order and delivery, requesting photos and details, checking policy and history, drafting replies, raising credit notes or returns and following up the pickup.
What we measure in the pilot
Hands-on minutes per complaint, time to first substantive reply, share resolved within policy without escalation, credit amounts by cause, repeat contacts per case.