Know every week what customers complain about most, and hear about a serious complaint before it reaches social media.
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Customer service teams · 06 / 14
Customer service workflow
Every message from email, the page and LINE becomes a ticket with a category, a priority and a drafted first reply before anyone on the team opens it.
Customer service teams “Complaints come in by email and on the page. The team reads each one, opens a ticket by hand and forwards it to the right department.”
The problem
Customers write in wherever is convenient for them: email to a shared inbox, a message on the Facebook Page, a comment under a post, a chat on LINE OA. Service staff check each channel in turn, read each message, decide on their own whether it belongs to the warehouse, accounting or sales, then type the details into the ticketing system a second time.
When volume spikes, urgent and routine messages sit in the same queue. An angry customer waits as long as someone asking about opening hours. New staff answer differently from old hands, and the supervisor has no idea how much is outstanding until a customer complains in public.
How we solve it
We set up an agent to read every message as it arrives, whether by email, the page or LINE. It categorises the message using the list your team defines, sets a priority from the words the customer used, their contact history and the order value, and opens the ticket in your existing system with the order details or customer record already attached.
At the same time it drafts a first reply from your knowledge base and policies, such as return conditions, delivery times or the claim process. Staff open the ticket, see a draft they can read and edit, and send it in one click. Anything that needs another department, the agent forwards at once with a short summary and follows up until someone picks it up.
A reply still passes through a person before it reaches the customer. The agent does not answer customers on its own unless you choose to allow it for certain categories, such as parcel status. Refunds, compensation and serious complaints go to the supervisor for a decision every time.
How it runs
Work comes in from
- Customer email
- Facebook messages and comments
- LINE OA chats
- The web form
What the AI does
- Read and categorise every message
- Set the priority
- Open the ticket with the customer record
- Draft a first reply for a person to check
Where it lands
- The ticket in the helpdesk
- The team responsible for that category
- Staff send the checked reply
- Supervisor alert on SLA risk
Before and after
Before
After
Staff check each channel in turn and open every ticket by hand
Every message is a ticket with a category and the details attached before anyone opens it
Urgent cases wait in the same queue as routine ones
Urgent cases rise to the top of the queue with a draft reply ready
The supervisor learns of a backlog when a customer complains in public
The supervisor is warned before a ticket breaches its SLA
What you get
- 01
An agent takes messages from email, Facebook Page, LINE OA and the web form into one queue, no switching between screens
- 02
Each message categorised, such as faulty item, late delivery, refund request or general enquiry, with a priority set from the content and the customer’s history
- 03
The ticket opened in the helpdesk you already use, linked to the order or customer record, and routed to the responsible team
- 04
A first reply drafted from your knowledge base and policies, for staff to read, edit and send in one click
- 05
A warning to the supervisor when a ticket is about to breach its SLA or a customer writes in again, and a weekly report of what comes up most
Who gets what
Connected to the helpdesk and chat channels through official APIs. Customer data stays within PDPA, and every draft and every hand-off is logged with who edited it and who sent it.
Staff stop juggling five screens and stop retyping the same case into the system. What is left is reading the draft, making it sound like them, and pressing send.
Who this fits
Retail & e-commerceLogistics & transportInsurance & financeTelecom & utilitiesAppliances & after-sales service
Connects with what you already run
ZendeskFreshdeskZoho DeskGmailFacebook PageLINE OAOrder system
Development process
- 1
Discover
Requirements, users and success metrics, with scope and price fixed before we start.
- 2
Design
UX and system architecture; the prototype is approved before anything is built.
- 3
Build
AI-accelerated sprints with a demo every week, reviewed by senior engineers.
- 4
Test
QA, security and performance verified against the agreed scope.
- 5
Launch & care
Production deploy, team training, and a monthly care plan.
Turn your business problem into a system that works for you
Tell us today — get an executive-ready proposal with the plan and budget.
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