Complaint categorization
Categorize and prioritise complaints and customer messages automatically.
Customer Operations Agent · Agentic Solution · Powered by AIVortex
Customer Operations Agent — service teams that keep up.
The Customer Operations Agent helps contact centers and service teams handle complaints and customer emails — categorizing, summarizing cases, reading sentiment and monitoring customer experience at scale.
Complaint categorizationCustomer sentimentCase summariesEmail triageCX monitoring
Customer Operations Agent · Agentic Solution
CasesSentimentComplaintsTrends
Query · Service Lead
“What are customers complaining about most this week, and how are we doing on them?”
Customer Ops · grounded insight
Top theme is delivery delays (31% of complaints), sentiment trending negative. Average first response is within SLA but resolution time slipped 14%. A summary and priority cases are prepared.
theme · delivery delayssentiment · -0.3SLA · resolution +14%
Route to Service Manager Assign
audit · logged · 12:38:20 · cases=860 · theme=delivery
Capabilities
Handle every customer, hear every signal.
The Customer Operations Agent reads complaints and emails, summarizes cases, tracks sentiment and surfaces what's driving customer experience — so teams act on the whole picture, not a sample.
Sentiment monitoring
Track customer sentiment across channels and over time.
Case summaries
Summarize long case histories into a clear current picture.
Email triage
Triage and route customer emails to the right team with context.
CX monitoring
Surface themes and drivers shaping the customer experience.
Human-in-the-loop
Agents review and respond — the agent drafts and routes, never auto-sends.
How it works
Read, categorize, summarize, surface.
01 — Read
Take it in
Ingest complaints, emails and case data across channels.
02 — Categorize
Sort & prioritise
Categorize and prioritise by theme, urgency and sentiment.
03 — Summarize
Case at a glance
Summarize each case and draft suggested responses.
04 — Surface
Show the trends
Surface themes and CX drivers for leadership.
Customer-facing actions stay with people: the agent categorizes, summarizes and drafts, while staff review and respond.
Built for
For service and CX teams.
Contact centers
Handle complaint and email volume with categorization and summaries.
Customer experience
Track sentiment and themes to act on the voice of the customer.
Telecom & utilities
Spot service issues and complaint spikes early at scale.
Complements VoCallIQ for call intelligence across the same customers.
Let's build
Help your service team keep up.
Share a sample of complaints or service emails and we'll show categorization, sentiment and case summaries on your own data.