Customer complaints are not a negative thing – they are an opportunity for businesses to improve services and build trust. However, the way a business receives and responds to complaints is what truly makes the difference.
OneXBots helps handle feedback in a timely, accurate, and human-centered way – thanks to the coordination between AI and humans.
1. AI receives complaints 24/7 – no feedback is missed
In the initial stage, customers often just want to be heard. AI OneXBots takes on the role of the “first point of contact”:
- Fully records the feedback content
- Identifies the urgency level and customer emotions
- Classifies the issue (policy – product – staff attitude, etc.)
Automatically generates a ticket and sends it to the relevant department, ensuring no feedback is left unattended.
2. Emotion analysis – Prioritized handling
OneXBots not only reads words – it also analyzes context, negativity level, and risk of spread to set the right priority:
- Harsh feedback → prioritized for early handling + crisis label
- Gentle feedback → handled through the standard process
→ This helps businesses respond at the right time and with the right focus.
3. Suggested handling directions for human staff
AI does not completely replace humans – it supports by proposing optimal solutions:
- Suggests response templates suitable for the context
- Recommends appropriate compensation/offer policies
- Alerts about past similar cases to avoid repeated mistakes
→ This way, staff don’t have to struggle with “improvised” reactions but have a professional handling foundation.
4. Tracking the handling process – updating customers
After receiving and assigning the case, OneXBots automatically:
- Updates customers on the handling status (recorded – in progress – completed)
- Sends quick surveys after the issue is resolved
- Records final satisfaction levels to improve the process
→ Creating a seamless experience – no breaks, no silence.
5. Continuous learning from past complaints
Previous feedback is a “valuable resource” for AI OneXBots to:
- Improve response content
- Detect weaknesses in service processes
- Propose changes to the AI model if recurring errors are found
→ Turning negative feedback into a driving force for quality improvement.
Conclusion:
Customers may accept an incident – but they will leave if they feel neglected. With OneXBots, businesses can build a complaint-handling process that is flexible, responsive, and responsible.
The combination of AI & humans not only ensures quick problem resolution – but also creates an experience that makes customers want to stay engaged.