A complaint arrives by email. Answering it requires delivery terms, product information and the earlier conversation. These sources need to agree before a useful reply can be written. Office and Knowledge support that preparation.
Your team remains responsible for concessions, binding commitments and sending the reply. Speed only helps when the answer fits the case and the current source.
From the request to a reviewable draft
Office helps classify and summarise the message. Approved information from Knowledge supplies the business context. Start with a narrow category of recurring requests and define who may approve a reply.
Unclear or conflicting cases need an assigned person rather than an invented answer.
- Identify the request and missing information.
- Consult current product or service documents.
- Check sources, recipients and commitments.
- Approve the draft before sending.
A complaint workflow
This fictional example illustrates a process. It is not a customer case study or measured result.
Fictional customer request
- Fictional source
- Complaint guide: collect order number and damage photos. Replacement requires review and confirmed stock.
- Request
- The pump arrived damaged. Can we receive a replacement today?
- Example result
- Please send your order number and photos of the damaged pump. We will review the case. We can confirm a replacement date after that review and a stock check.
- Human review
- Check the current complaints procedure, the specific order and who may approve replacement.
Choose authoritative sources
Start with service guides, approved product information and current delivery and returns procedures. An old email is not automatically a current policy.
Assign an owner to each source. Update the authoritative document when a policy changes, rather than adding another conflicting copy.
Prepare the introduction
Review the email provider, user roles and sensitive customer data. Gmail, Microsoft 365 and IMAP have different setup requirements. We discuss the supported sources and scope for your installation.
For sensitive requests, determine which information the enabled AI endpoint may receive. Processing location depends on the endpoint, model and routing of the installation.
- Which requests recur?
- Which source defines prices and exceptions?
- Which cases always require escalation?
- What makes a draft correct and useful?