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.
