- noreply@sample-spedition.example Automatische Antwort: Abwesenheit
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qs@sample-feuerwehrtechnik
.example Reklamation Kupplung, Lieferung KW 36 - service@sample-fire.example Please call me back
Die-casting foundry · Wodzisław Śląski, Poland
The complaint is complete before it reaches the assessor.
Bodtech casts couplings and firefighting equipment for customers in many countries. Complaints arrive in different languages, with photos of the damage.
- complaints a month
- around 20
- months in production
- 3
- fallback paths: number and escalation
- 2
The casting leaves the die in a few seconds. A complaint in any language is complete before the assessor sees it.
See the example below- START · 3 months ago
- VOLUME · around 20 complaints a month
- SYSTEMS · Gmail, Gemini (text and photos), Google Drive, Google Sheets
- TO A HUMAN · a request to speak to a human, a complaint with no complaint number
The challenge
Every complaint started with an investigation.
Complaints came in by email, in the customer's language and often with information missing. Before a case reached the assessor, someone had to read it, look at the photos and ask for what was missing. Around an hour of work per complaint.
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Around an hour per complaint. Reading, looking at the photos and asking follow-up questions before the case even got moving.
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Different languages. Customers write in German, English and other languages, and every reply needed translating.
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Incomplete complaints. A missing batch number or photo meant another round of emails.
An example with a made-up complaint
What it looks like on an example.
A complaint in German with three photos and no complaint number, plus an email asking for a call back. The gap goes back to the customer in their own language, the call to a human, and the full case to the assessor.
Complaints inbox · example
- Bei der Lieferung KW 36 sind drei Kupplungen beschädigt.Three couplings in the week 36 delivery are damaged.
- Fotos anbei.Photos attached.
- Sample Feuerwehrtechnik GmbH, Qualitätssicherung
- Guten Tag,
- unsere Reklamationsnummer: 2026/47.Our complaint number: 2026/47.
- 01
Picks up the complaint, recognises the language
- 02
Looks for the complaint number: none
- 03
Describes the photos, files to the folder
- 04
Asks in German, passes the call-back to a human
- 05
Case in the register by number
- 06
Full case to the assessor, confirmation to the customer
1complete case with the assessor
1call-back request, with a human
0complaint decisions made by the automation
Case cardexample
CustomerSample Feuerwehrtechnik GmbHemail A, l. 3
LanguageGerman, replies in Germandetected
Numbernot in the complaint, request sent to the customeremail A
Photos3 described, link to the folderDrive
Number2026/47, new case in the registerreply, l. 2
Assessmentleft empty, the assessor decidesa human
Drive · Complaints / 2026-09
- IMG_4410.jpgcrack by the flange
- IMG_4411.jpgscratched coating
- IMG_4412.jpgbent lug
Sent to customer A · in German
Bitte nennen Sie uns Ihre Reklamationsnummer.
Please tell us your complaint number.
To a human
Email B asks for a call back. The automation does not handle it, it passes it straight to a human.
Gmail · to the assessorsent by the automation
SubjectComplaint 2026/47, Kupplung
CustomerSample Feuerwehrtechnik GmbH · DE
Attachmentscase card, 3 photos with descriptions
sent
confirmation to the customer in German
agent log · complaints
EXAMPLE
- 11:02:11new complaint: DE, 3 photos; call-back request: EN; 1 skipped
- 11:02:12email A: no complaint number
- 11:02:14photos described, complaint folder created
- 11:02:16no number, asking in German
- 11:02:16email B: call-back request, passed to a human
- 12:47:03reply: complaint no. 2026/47, case in the register
- 12:47:04done · full case for the assessor
- 12:47:05confirmation sent to the customer in German
- 12:47:05waiting for the next complaint
The automation does not assess complaints. A missing number goes back to the customer in their own language, a call-back request goes straight to a human, and the assessor decides on the complaint. The companies, emails, photos, numbers and descriptions are made up.
Process flow
One path with two branches: complaint number and escalation
A complaint follows one path from the inbox, through photo description and follow-up questions, to the register and the assessor. Two branches handle the exceptions: a missing complaint number and a request to speak to a human.
The solution
The agent took over the complaints inbox.
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Receiving the complaint
The agent picks up the complaint in the inbox and recognises the customer's language.
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Complaint number
A complaint with no number gets an automatic request to supply it. With a number, the system finds the existing case.
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Photo analysis
AI describes the damage from the photos, and the files land in the complaint folder with a link in the register.
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Follow-up on missing details
It asks for the missing details in the customer's language. A request to speak to a human is detected and passed on straight away.
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Complaints register
A new case, or an update to an existing one by number. Everything in one register.
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Full case for the assessor
The expert receives an organised case by email, and the customer gets a confirmation in their own language.
Results
The assessor receives a case that is ready to go.
- complaints a month
- around 20
- months in production
- 3
- fallback paths: number and escalation
- 2
Scope
Implementation scope
- Complaints inbox
- Language detection
- Photo analysis
- Follow-up on missing details
- Complaints register
- Error report
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