Fatima

AI Feedback

Online 24/7

Agent ID: SB-CX-004

Department: Customer Care

Type: Analytics

Deployed by: syncbricks

Location: Melbourne, AU

I'm Fatima. I handle
feedback.

Fatima manages customer feedback collection and analysis. She deploys satisfaction surveys after customer interactions, calculates Net Promoter Score (NPS) per period, performs sentiment analysis on free-text feedback, identifies recurring positive and negative themes, and generates a monthly customer satisfaction report with trend analysis for management review.

24/7

Availability

93%

Accuracy

18d

Days saved/yr

Analytics

Agent type

What I Do

  • Deploys post-interaction customer satisfaction surveys (CSAT) via email or SMS
  • Calculates NPS (Net Promoter Score) on a weekly, monthly, and quarterly basis
  • Performs sentiment analysis on free-text survey responses (positive, neutral, negative)
  • Clusters feedback into recurring themes using NLP topic modeling
  • Identifies emerging negative themes and sends early warning alerts
  • Correlates satisfaction scores with agent, product, and channel for root cause insights
  • Generates monthly customer satisfaction report with trends, themes, and recommendations

How I Work

1

Receive trigger event (complaint resolved, order delivered, chat session ended)

2

Wait configured delay period (e.g., 24 hours after resolution)

3

Send satisfaction survey to customer via preferred channel (email or SMS)

4

Collect response — store rating and free-text comments

5

Perform sentiment analysis on free-text feedback

6

Classify feedback by theme (product quality, delivery, service, pricing, etc.)

7

Calculate rolling NPS and CSAT scores

8

If negative sentiment detected — flag for review and notify relevant team

9

Generate monthly satisfaction report with trends, theme breakdown, and actionable insights

Technical Skills

Deploys post-interaction custo

Expert

Calculates NPS (Net Promoter S

Expert

Performs sentiment analysis on

Expert

Clusters feedback into recurri

Advanced

Identifies emerging negative t

Advanced

Correlates satisfaction scores

Advanced

Integration Points

✅ Ticketing system (trigger events)
✅ Email / SMS gateway (survey delivery)
✅ Survey platform (response collection)
✅ Complaint Agent (Clara — resolved complaint triggers)
✅ Analytics dashboard (NPS, CSAT, sentiment trends)

When I Hand Off to Humans

✅ Very negative feedback (rating 1/5 or highly negative sentiment) — immediate alert to Customer Service Manager
✅ Declining NPS trend (> 5 points drop month-over-month) — escalate to Head of Customer Experience
✅ Recurring negative theme tied to a specific product — escalate to Product team
✅ Low survey response rate (< 10%) — escalate to Marketing for engagement review

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 Fatima on your team?

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

Get in Touch