Complaint Agent
The Complaint Agent is designed to streamline how customer complaints are handled.
The Complaint Agent is a prebuilt solution provided by Emporix as part of the Agents Library. Like other prebuilt agents, it runs in the background and integrates into existing business workflows. It steps in when needed, reducing the need for manual intervention in complaint management.
The Complaint Agent is designed to support B2B cases only.
Purpose
The Complaint Agent aims to solve common business challenges immediately related to customer complaints. By automating aspects of complaint handling, it helps to reduce manual work and workflows, thereby saving time and contributing to a more efficient and customer-friendly operation.
Key benefits
Enabling the Complaint Agent offers several pros.
Streamlined complaint management
It is specifically designed to make the process how customer complaints are handled more efficient.
Reduced manual work
It helps reduce the manual effort required from your team, freeing them to focus on other areas.
Increased efficiency
The agent contributes to a more efficient operation by handling routine tasks automatically.
Enhanced customer experience
It helps merchants deliver a more customer-friendly operation.
Immediate solution
As a prebuilt agent, it provides a ready-to-use solution to address complaint management challenges promptly.
Scalability
It enables businesses to scale operations without adding complexity to their complaint handling processes.
How it works
The Complaint Agent is designed to handle customer complaints in a structured and automated way. You can trigger the agent by API calls, typically as part of a digital process in your own environment.
You can view the exact steps and actions that are predefined for Complaint Agent type in the Template Prompt field.
The Template Prompt cannot be modified, but gives the insights into the agent workings. You can use it as a base if you want to create a custom agent.
Triggers
Trigger the Complaint Agent, for example, when:
an email arrives in the customer support inbox
a support ticket is created in Jira or Zendesk, or other tool
a new customer issue is detected by another tool or workflow you integrate with
You have full freedom to integrate the Complaint Agent into your existing processes and tools.
The easiest and recommended way of importing agents into your workflows is by using an agent within a digital process step. You need to establish a connection with the specific agent and configure the Digital Process step to incorporate it. For more information about the digital processes, see the OE Digital Processes and VSM Digital Processes documentation.
You can also use a standard API to call the Agent from external system. For more information, check the AI Service API Reference.
Custom entities
Upon the installation, the Complaint Agent automatically creates two custom entity types with corresponding mixin schemas defined:
Complaint Agent Context
Support Agent Context
Whenever an agent of the COMPLAINT_AGENT type comes into action, the instances of these entities are created and stored in the system for the monitoring purposes.
Complaint Agent Context
Each time a Complaint Agent is triggered in any of your workflows, for example in a digital process, the system records this event in a created instance of the Complaint Agent Context. Thanks to that, you are able to check when and how the agent was invoked, and what was the undertaken activity. The Complaint Agent Context stores the following information about complaints:
Action Input - The source of the incoming complaint, for example, email content.
Action Summary - The action generated by the agent.
Automatic Action - The indicator whether the action was automatically resolved by the agent or required some collaboration from other agents or humans in the loop.
Category - The categorization of the complaint. The agent analyzes the information included in the complaint source and assigns a specific category according to the prompt in the agent definition.
Support Agent Context
If a Complaint Agent requires collaboration, an instance of the Support Agent Context is created and stored in the Custom Instances. The Support Agent Context keeps the following information:
Collaboration tool used
Slack Channel ID created for the complaint case
Conversation history
Invited participants
Currently only Slack tool is supported.
Contact Info mixin
Additionally, installing the Complaint Agent adds the Contact Info mixin to the Company entity. This mixin stores information about the contacts within a company.
The Collaboration Agent uses the emails from the Company Info to match the company contacts with Slack users and invites them as participants to a collaboration channel.
Agent configuration
The Complaint Agent offers flexibility in the way how the customer complaints are handled. You can define automatic actions that the agent is able to handle by itself. For more complex use cases that require involving human interactions through the communication tool (for example, Slack), you can define semi-automatic agent actions.
Scopes
Select the scopes required to trigger the agent. If you want the agent to be triggered by your existing ticketing system, use the Integration scope.
User Prompt
The default prompt defines the following rules for the Complaint Agent:
<rules>
<rule>For `MISSING_INVOICE`: Send the invoice using the `send-invoice` tool.</rule>
<rule>For `INCORRECT_INVOICE`: Start the collaboration process using the handoff tool.</rule>
<rule>For `DELIVERY_TOO_LATE`: Start the collaboration process using the handoff tool.</rule>
<rule>For `PRODUCT_DAMAGED`: Start the collaboration process using the handoff tool.</rule>
<rule>For `OTHER`: Return information that no action has been performed.</rule>
</rules> When creating an agent from the Complaint Agent template, you can configure the agent to you liking by adjusting the rules for the agent's behavior in the User Prompt field.
Using the prompt <rules>, define the expected categories of the complaints that might occur and specify the corresponding agent's actions for each category. For instance, you can add new complaint categories, disable automatic actions (such as invoice resending), or even extend the custom entities with new fields.
If you extend custom entities, update the prompt accordingly to instruct the agent on how to populate the new fields.
Categories
The categories define the agent's responses to certain triggers. The agent recognizes a category of a complaint in the complaint source and undertakes a specific action as defined for a particular category.
The predefined categories:
Missing Invoice - The agent automatically resends the invoice using the
send-invoicetool. The invoice is sent to the email address associated with the order, not to the sender’s email.
The send-invoice tool is enabled by default. Removing the tool prevents the automatic action.
Incorrect Invoice - The Agent starts a collaboration process:
It creates a Support Agent Context instance.
Using the Collaboration Agent under-the-hood, it invites the relevant people into a Slack channel based on company Contact Info.
Once collaboration is set up, the Complaint Agent finishes its job.
Further interaction is handled by the Support Agent.
Delivery Too Late - The Agent initiates automatic and semi-automatic actions:
Using the Collaboration Agent, a Slack channel is created with relevant merchants, context about the issue is passed with the email to the customer reporting an issue.
The merchant is able to ask the Support Agent to update the actual delivery date on the order level and send the relevant message to the customer.
Product Damaged - The Agent starts a collaboration process:
Using the Collaboration Agent, the communication space is created with relevant people involved.
The merchant is able to decide how to proceed further depending on the exact issue and send an appropriate email to the customer.
Other Complaints - The agent takes no action. This prevents unnecessary collaboration or automation for unrelated emails.
Use the predefined categories as a starting point to configure your Complaint Agent to your needs.
For automation of fetching and updating the actual data from/to an external system (ERP, CRM etc), register a custom MCP Server with relevant AI tools and enable them directly for the Agent. This approach allows you to let the Agent take care of more tasks for you.
AI Tools
The Complaint Agent requires the connection to the Slack AI Tool to work properly. First, create the Slack AI bot in the Agentic AI -> AI Tools.
Once the Slack AI Tool is ready, establish the connection with the bot by selecting the AI Tool in the Native Tools list.
This way, the Complaint Agent can trigger the Support Agent directly within the Slack workspace.
Collaboration
The Complaint Agent has a predefined connection to the Collaboration Agent. The Collaboration Agent acts as a handoff agent that works in the background taking care of creating a space for communication and notifications. You can add more collaboration agents when configuring your Complaint Agent, to enable smooth cooperation between team of agents to solve different cases.
Agent Dependencies
For its correct operation, the Complaint Agent requires the following:
the AI tools from the Extensibility MCP server
the custom entities automatically created during the agent installation
Be careful NOT TO remove them accidentally.
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