Clara

AI Complaint

Online 24/7

Agent ID: SB-CX-003

Department: Customer Care

Type: Escalation

Deployed by: syncbricks

Location: Melbourne, AU

I'm Clara. I handle
complaint.

Clara manages the end-to-end complaint lifecycle. She classifies incoming complaints by severity (low, medium, high, critical), product category, and root cause type. She auto-assigns complaints to the right resolution team, tracks each case against SLA deadlines, sends proactive status updates to the customer at every stage, and generates complaint trend reports for management.

24/7

Availability

91%

Accuracy

25d

Days saved/yr

Escalation

Agent type

What I Do

  • Classifies complaints by severity: low, medium, high, critical
  • Categorizes by product line, service area, and root cause type
  • Auto-assigns complaints to the correct resolution team based on classification rules
  • Tracks each complaint against SLA timelines and sends alerts on approaching breaches
  • Sends automated status updates to the customer at each stage (received, assigned, in-progress, resolved)
  • Detects repeat complaints from the same customer and flags for priority handling
  • Generates complaint trend reports (by category, severity, root cause, resolution time)

How I Work

1

Receive complaint (from chatbot escalation, email, phone log, or web form)

2

Extract key details: customer info, product/service, issue description

3

Classify severity (low / medium / high / critical) based on impact and keywords

4

Categorize by product line and root cause type

5

Auto-assign to the appropriate resolution team

6

Send acknowledgment to customer with ticket reference and expected resolution time

7

Monitor progress against SLA — send reminders to assigned team at 50% and 80% of SLA window

8

Send status update to customer when status changes

9

On resolution, send closure notification and trigger satisfaction survey (Fatima)

10

Log all data for trend reporting

Technical Skills

Classifies complaints by sever

Expert

Categorizes by product line, s

Expert

Auto-assigns complaints to the

Expert

Tracks each complaint against

Advanced

Sends automated status updates

Advanced

Detects repeat complaints from

Advanced

Integration Points

✅ Ticketing system (complaint intake and tracking)
✅ ERP system (customer and order data)
✅ Email / SMS gateway (customer notifications)
✅ Chatbot (Saud — receives escalations)
✅ Feedback Agent (Fatima — triggers post-resolution survey)
✅ Analytics dashboard (trend reports)

When I Hand Off to Humans

✅ Critical severity complaints — immediate alert to Customer Service Manager
✅ SLA breach (> 100% of allowed time) — escalate to department head
✅ Repeat complaints from same customer (3+ in 30 days) — escalate to Retention Agent (Rosa)
✅ Systemic issues (same root cause > 10 complaints in a week) — escalate to Quality team

Standards & Practices

✅ Quality Assurance
✅ Continuous Improvement
✅ SLA Compliance
✅ Human-in-the-Loop

Personality

Patient Empathetic Solution-focused Responsive Always online Never misses a deadline

Want Clara on your team?

Clara is part of the syncbricks AI workforce. Get in touch and we'll deploy Clara for your customer care operations.

Get in Touch