Thanks to the implementation of an AI agent, handling complaint processes in multiple languages is immediate, and experts receive complete sorted data with intelligent analysis of damage photos instantly without wasting time on email ping-pong with the customer.
Bodtech is a dynamically developing production and distribution company in the field of fire safety equipment, connectors, and industrial hoses. They serve customers both from Poland and abroad, which entails diverse correspondence flowing in different languages. Due to the large scale of distribution, they prioritize professional after-sales service.
Complaints fell into a dedicated email inbox from different customers without uniform structure. They were often incomplete, required manual translation of the description, and classification of photos by employees, followed by an email ping-pong regarding missing data like invoice numbers.
An employee manually read each email, looked at the photos, checked if the customer provided everything necessary, manually created a folder with the report, and replied. When something was missing - they had to write asking for completion.
Exchanging emails and explanations regarding the type of defect on the attached photos in the appropriate language of the customer took too much time, burdening experts with trivial validation of the concept base and document numbers.
We implemented a fully autonomous AI agent integrated with the complaint email inbox, capable of intelligently coordinating the entire process from receiving a message to handing over the ready case to an appraiser.
An email arrives in the inbox. The agent reads the message, detects the language (PL/EN) in a fraction of a second, extracts customer data, order number, a description of the problem, and intelligently analyzes any attached photos of damages.
The agent checks the completeness of the submission. If something is missing—such as an invoice number or clear photos of a defect—it replies to the customer in the appropriate language (Polish or English) to request it. This automated "ping-pong" continues until all required information is gathered.
Once all necessary information is collected, the agent immediately sends an official confirmation to the customer, assuring them that an expert will now handle their case. At the same time, the fully complete and organized case is sent directly to the human expert with all the required data on a silver platter—completely eliminating noise and scattered conversations.