Every complaint gets an owner and a deadline, and closes only when the customer confirms the fix

Complaints by phone and email become Freshdesk tickets with an owner and a deadline. The AI chases the owner on Slack and asks the customer to confirm before a ticket closes.

Used day to day by
  • Customer service agents
  • Service engineers
  • Customer service head

How it runs with AI

The AI listens to every call to the service line and reads every complaint email. It opens a Freshdesk ticket with a summary, an owner and a deadline set by complaint type, and emails the customer the ticket number and date. It asks the owner on Slack for updates before each deadline, closes a ticket only when the customer confirms the fix, and gives the service head a list of late and at-risk complaints each morning.

How it is done today

Complaints come in on the service line and by email. The service desk types each one into Freshdesk when it gets a moment and phones an engineer about it. Promised dates are kept in notebooks and memory, so customers call back to ask, and the service head hears about old complaints when a customer escalates.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Listens to each call to the service line and reads each complaint email

    Needs to know: Complaint types, Customers and their sites

    In Exotel , Gmail

  2. Step 2, AI

    Opens a Freshdesk ticket with a summary, an owner and a deadline by complaint type, and emails the customer the ticket number and date

    Needs to know: Deadline by complaint type, Engineer for each area

    In Freshdesk , Gmail

  3. Step 3, AI

    Asks the owner on Slack for an update before each deadline and adds the reply to the ticket

    Needs to know: Reminder schedule

    In Slack , Freshdesk

    Exception to step 3

    Alerts the service head on Slack when a ticket passes its deadline

  4. Step 4, AI

    When the owner marks a ticket fixed, asks the customer to confirm, and closes it on their yes

    Needs to know: Closing rules

    In Gmail , Freshdesk

    Exception to step 4

    Reopens the ticket and alerts the owner when the customer says the fault is still there

  5. Step 5, Person

    The service head goes through the morning list of late and at-risk complaints and decides each one

    In Slack , Freshdesk

What stays with a person

  • The service head goes through the morning list of late and at-risk complaints and decides each one

Apps in this example

  • Exotel
  • Gmail
  • Freshdesk
  • Slack

The same flow works with the apps you use.

This fits you if

  • You get more than 100 complaints a month by phone and email
  • Your service line runs on Exotel or another cloud phone system that records calls
  • Complaints go into Freshdesk, or you want them to
  • Customers call back to ask when their problem will be fixed
  • Your service team already works on Slack

What to watch for

  • Your service head sets the deadline for each complaint type, with the shortest for a machine that is down. The service head can change the date on any ticket
  • A call summary can miss detail on a noisy line, so in the first few weeks the desk checks each new ticket against its recording
  • Credit notes, replacements and loan machines stay with the service head. The AI lists the cases and the service head decides
  • When a customer stays silent after the reminders, the owner calls them and closes the ticket with a note
  • Messages to customers say they come from the service desk's automated assistant, and every reply reaches a person on the desk

Read more

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