Modulario by AMCEF
Demo

AI complaint classification — every customer complaint sorted and assigned in seconds

Modulario AI automatically classifies incoming complaints by defect type, cause, and urgency. The right complaint goes instantly to the right department — no manual sorting.

Demo vereinbaren Preise ansehen
Einsparung: 8–20 hodín / mesiac na triedení reklamácií + rýchlejšie riešenie
Module: kvalita CRM

AI complaint classification: from complaint to resolution without bureaucratic delays

A complaint sitting in an email inbox for 2 days before anyone opens and routes it — that’s the reality of manual triage. Meanwhile, the customer sends a follow-up and your sales rep nervously explains why “nobody has responded yet.”

What AI classifies and how

Incoming channels

Complaints arrive via email, web form, phone (AI transcription), or customer portal. All flow into a single queue.

Automatic classification

NEW COMPLAINT — 03.05.2026 09:14

Customer: Kovospol s.r.o. (VIP — SLA 24h)
Product: Shaft HŠ-2245, batch J-220
Customer description: "Bearing surface out of tolerance, ø60h6"

AI classification:
  Defect type: Dimensional (ø tolerance)
  Probable cause: Tool wear (historically 8× with this batch series)
  Urgency: HIGH (VIP customer + blocking assembly)
  Assigned: Quality Department → Jan Novák
  Suggested action: Immediate replacement + inspect remaining batch J-220

Suggested customer reply: [show draft]

Classification categories

By defect type:

  • Dimensional defect (tolerances, surfaces)
  • Surface defect (appearance, surface finish)
  • Functional defect (not working as intended)
  • Documentation (wrong label, incorrect paperwork)
  • Delivery (wrong quantity, wrong part)

By urgency:

  • Critical (customer’s production line stopped)
  • High (VIP customer, SLA within 24h)
  • Standard (resolution within 5 working days)

Reporting and trend analysis

The system generates monthly:

  • Top 5 complaint types by count and value
  • Complaints by product / production line / shift
  • Trend: year-over-year comparison of complaint rate
  • Supplier complaints (which material is causing issues)

This data feeds into 8D reports and CAPA actions.

Für diesen Use Case benötigte Module

kvalita CRM
AI complaints classification customer service quality

Häufig gestellte Fragen

What channels does the system accept complaints from?

Email, web form, phone call (AI transcription), customer portal, EDI messages from large buyers, and CRM integration. All complaints flow into a single queue.

What criteria does AI use to classify a complaint?

Defect type (dimensional, surface, functional), affected product and batch number, customer identity and their SLA priority, historically similar complaints, and the most likely root cause.

Can AI suggest a customer reply?

Yes — for standard complaints AI drafts a reply in the appropriate language with an estimated resolution time and first steps. The responsible person reviews and sends it.

Möchten Sie diesen Use Case in Ihrem Unternehmen einsetzen?

Vereinbaren Sie eine kostenlose 60-minütige Beratung — wir zeigen Ihnen, wie es in einer realen Umgebung funktioniert.

Dávid Bělousov

Dávid Bělousov

Sales Director

+421 902 826 802 sales@amcef.com
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